How do I handle a WhatsApp customer who says an item was missing?

Check what the customer ordered, say sorry, and offer to send the missing item or refund its price. Fix it the same day so one slip does not lose a regular.

• Open the original order message and compare it with what you packed. Do not guess.
• Apologise in the first line, then give one fix: send the item, refund its price or credit the next order.
• If you can, send the item with the next rider rather than asking the customer to wait for a refund.
• Note which item was missed and who packed it. Add a tick-off step at the packing table.
• Keep the reply short and friendly. A long explanation sounds like an excuse.