# Delivery follow-up call: sample script

**Status: written for testing, unexecuted, and not a customer result.** Every name, order and answer here is made up. Adapt the wording to your business, and have your team approve it before any real call.

## Details passed in before the call

Customer first name, brand, order number, item, attempt count, courier's reason code, next possible delivery date, and calling window.

## What the agent may do

- Ask what happened, and record the answer.
- Record a preferred day, a time window, a landmark, or an alternate receiver.
- Ask whether the customer still wants the parcel.
- Promise only that the request has been passed on.

## What it must not do

- Ask for, accept, or repeat an OTP, a card number, or UPI details.
- Change an address, cancel an order, or issue a refund.
- Promise a delivery time that your system hasn't confirmed.
- Tell the customer they were at fault.

## The call

**Agent:** Hello, is this Asha? I'm an AI assistant calling for Example Store about your order of a blue kettle. Our courier couldn't deliver it yesterday. Do you have a minute?

**Caller:** Yes, but nobody came to my house.

**Agent:** I'm sorry about that. I'll note that no one reached you. Would you still like the parcel?

**Caller:** Yes, I need it.

**Agent:** Thanks. The next possible delivery day is Thursday. Would morning or afternoon suit you better?

**Caller:** Afternoon. And the courier should call me when they're near the temple. They never find the lane.

**Agent:** Got it. Thursday afternoon, and I've noted the temple as your landmark. Our delivery team will review this. I can't confirm an exact time, and they'll update you by message. Is there anything else to add?

**Caller:** No, that's all.

**Agent:** Thank you, Asha. Please remember that we'll never ask you for an OTP on this call. Goodbye.

## When the conversation goes differently

**Caller gives an OTP:** "Please don't share that with anyone, including me. I haven't saved it." The agent shouldn't repeat it. Your team should also check that transcripts are handled accordingly, because the transcript may contain it.

**Caller wants a new address:** "I can't change the address on this call, but I'll flag your request for our team to verify."

**Caller wants a person:** "I can't connect you right now. I've noted this for our team, and they call back during working hours."

**Caller says stop calling:** "I understand. I'll note that request." Make sure that it reaches your do-not-call list.

**The save fails:** "I'm sorry, I couldn't save that just now. Please contact our support team." The agent mustn't say the request was passed on.

## After the call

Send these fields to your delivery system by post-call webhook: `reason_category`, `still_wants_parcel`, `preferred_day`, `preferred_window`, `landmark`, `alternate_receiver`, `needs_staff`.

See the [logistics workflow](/industries/logistics) and the [failed delivery guide](/blog/failed-delivery-follow-up-calls).