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.
You can cancel an incidental pick-up from your Sendcloud panel at any time, including on the day of the pick-up. To change a pick-up, cancel it and request a new one. The carrier may not always approve the cancellation. If this happens, our Support team will contact you directly.
To cancel a recurring pick-up, follow the steps in How can I cancel a pick-up?
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.
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