Note: This information is applicable to Italian users. Different information may apply for different markets.
Short answer: There are several reasons why there may be a problem with a pick-up. In case of an incidental pick-up, please request your pick-up well in advance (at least 24h prior), make sure that you select the correct pick-up address and don't forget to save your request. To check the status, please use SDA's official website.
Explanation: There are several reasons why there can be a problem with a pick-up. Click on the issue to see an explanation and instructions on how to solve it:
I am not sure what the status of my pick-up is.
Please check SDA's tracking page to see what the status of your incidental pick-up is.The status of my pick-up is "missed".
This can be due to several reasons:
- Wrong address: Make sure you have entered the address correctly and rebook the pick-up
- Absent customer: Make sure you are present at the time of the pick-up, and rebook a pick-up.
I have a recurring pick-up, but the carrier did not show up today.
In this case, please contact our Support team so that they can follow up with the carrier for you.I would like to modify or cancel my pick-up for today.
Unfortunately, you cannot modify or cancel a pick-up from your panel if it is scheduled for the same day. If you would still like to proceed with the cancellation, please contact our support team.My incidental pick-up request failed on Sendcloud.
Most of the times, the reason is that you are trying to request a pick-up less than 24 h in advance. Please make sure you book your pick-up well in advance.I have booked an occasional pick-up, but the carrier has not picked up my parcel yet.
Please make sure you have booked the pick-up from your Sendcloud panel. See here how to do it. If you have already requested the pick-up, you can expect the courier by 18.00.I have booked several pick-ups and I don't remember which sender/pick-up address is each linked to.
You are not able to see the sender address linked to a pick-up in the panel. Please reach out to our Support team so that an agent can check this for you.Related articles: