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 pickup. In case of an incidental pickup, please request your pickup well in advance (at least 24h prior), make sure that you select the correct pickup 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 pickup. Click on the issue to see an explanation and instructions on how to solve it:
Why does my request for an incidental pickup with BRT fail?Unfortunately, you cannot book occasional pickups with BRT via Sendcloud even if the option is visible. If you wish to book an incidental collection, please must contact your BRT branch directly. Kindly note that, when it comes to BRT pickups, Sendcloud can only offer support if you have a fixed pickup that was previously activated by us.
I am not sure what the status of my pickup is.Please check SDA's tracking page to see what the status of your incidental pickup is.
The status of my pickup is "missed".
This can be due to several reasons:
- Wrong address: Make sure you have entered the address correctly and rebook the pickup
- Absent customer: Make sure you are present at the time of the pickup, and rebook a pickup.
I have a recurring pickup, 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 pickup for today.Unfortunately, you cannot modify or cancel a pickup 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 pickup request failed on Sendcloud.Most of the times, the reason is that you are trying to request a pickup less than 24 h in advance. Please make sure you book your pickup well in advance.
I have booked an occasional pickup, but the carrier has not picked up my parcel yet.Please make sure you have booked the pickup from your Sendcloud panel. See here how to do it. If you have already requested the pickup, you can expect the courier by 18.00.
I have booked several pickups and I don't remember which sender/pickup address is each linked to.You are not able to see the sender address linked to a pickup in the panel. Please reach out to our Support team so that an agent can check this for you.