Past-Due Order Escalation · Narqix Academy

Purpose: get a past-due order completed or correctly handed over, without damaging the vendor relationship.

When to use: Side B, when a vendor's order has passed its due date with no update. Side A, when our own vendor's crew has missed a due date (call the crew lead, then the vendor owner).

Goal of the call: a firm completion time from the vendor today, or a clear decision to reassign under the client's rules.

Version: v1.0

The escalation ladder

Follow your client's rules. This is the Narqix default.

Step	When	Who you contact	How
1	Day before due date, no update	Vendor contact	Reminder message
2	Due date, mid-day US time, no update	Vendor contact	Call
3	Due date passed, no update	Vendor contact	Call plus written notice (this script)
4	No answer within 2 hours, or no firm time	Vendor owner	Call plus written notice
5	Still no completion time	Team Lead and client	Decision to reassign or extend under client rules

Before you dial

Order open: number, address, tasks, original due date, any extensions
Contact history for this order (reminders sent, times, replies)
Vendor's current open orders and recent on-time rate
Client rule for past-due orders (penalty, reassignment timing)
Vendor owner's contact details, in case of step 4
Your campaign's recording disclosure line, if calls are recorded

Never do this: never threaten, shout, or use penalties as pressure the client has not approved. Never tell a vendor "you will lose all your orders" unless the client has decided that. State the facts, the client rule, and the next step.

The flow

1. Opening

You: Hi (VENDOR CONTACT NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling about order (ORDER NUMBER) at (PROPERTY ADDRESS). Do you have a moment?

2. State the fact calmly

You: The order was due on (DUE DATE), and we don't have an update yet. I want to understand what happened and how we can get it finished.

Why it works: facts without blame keep the vendor talking. A defensive vendor hides problems; a calm one tells you the truth.

3. Listen for the real reason

You: What's the situation with this one?

If they say "The work is done, I just haven't uploaded"

You: Great news, thank you. Can you upload the update and photos within the next (HOURS) hours, by (TIME AND TIME ZONE)? Is anything stopping you, like the app or a login?

If there is a technical problem, help or route it to support right away.

If they say "My crew is behind" or "We're short-staffed"

You: I understand, that happens. What time can your crew realistically be there? ... I need to give the client a firm time. Can you commit to (TIME)?

If the time is far beyond the due date, say: "I'll take that to my team lead and the client, and I'll call you back within the hour with the decision."

If they say "We couldn't get in" or "It's occupied"

You: Thank you for telling me. Do you have photos from the visit? ... Please upload them now with a not-completed update. That protects you, because it shows you went.

Then report to the client with the proof.

If they say "I didn't know about this order"

You: I'm sorry about that. It was assigned on (ASSIGN DATE) and accepted on (ACCEPT DATE). Let's check together who on your team handles new orders, so it doesn't happen again. Can someone get to it today?

If they say "I don't want this order anymore"

You: Thank you for being clear. I'll release it and reassign it today. In future, if you can't do an order, please tell us as soon as you know, so we can move it before the due date.

Follow the client's reassignment process and log the reason.

If there is no answer (step 4: call the owner)

You: Hi (OWNER NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling because order (ORDER NUMBER) is past due, and I haven't been able to reach (VENDOR CONTACT NAME). I'd like to get a completion time today. Can you help?

4. Get a firm commitment

You: So the plan is: (ACTION), completed and uploaded by (TIME AND TIME ZONE). Is that right?

Why it works: repeating the plan back turns a vague promise into a clear agreement both sides heard.

5. Explain the client rule (factually)

You: Just so you know, under our client's rules, past-due orders (CLIENT RULE, FOR EXAMPLE MAY HAVE A LATE DEDUCTION OR MAY BE REASSIGNED AFTER A SET TIME). I want to help you avoid that, so I'll check in at (CHECK-IN TIME).

If they say "That's not fair"

You: I understand how you feel. I don't set the rules, but I can share your feedback with my team lead. Right now, the best way to protect your score is to finish this one today.

6. Close

You: Thank you, (VENDOR CONTACT NAME). I'll send you a short written note now with what we agreed. Talk to you at (CHECK-IN TIME).

Coach's note: look at the pattern, not just the order. A good vendor late for the first time needs help. A vendor late for the fifth time this month needs a conversation with your Team Lead about capacity. Bring the numbers to that conversation.

Objections

They say	You say
"Stop calling me so much."	"I understand. I'll send updates by text instead. I do need a completion time for this one today."
"The due date was too short."	"Thank you, I'll share that. For future orders, if a due date looks too short, tell us when you accept and we can ask the client."
"Other companies give more time."	"That may be true. Our dates come from our clients. Let's get this one done, and I'll pass your feedback on."
"Your photo rules are why I'm late."	"I hear you. Would a simple checklist for this job type help your crew? I can send one today."

After the call

(DATE) (TIME) · Past-due escalation step (STEP NUMBER) · (YOUR NAME) Order: (ORDER NUMBER) · Due: (DUE DATE) · Days past due: (NUMBER) Contact: (NAME, ROLE) · Reached: (YES/NO) Reason given: (ONE LINE) Commitment: (ACTION) by (TIME AND TIME ZONE) Client rule explained: (YES/NO) Next: check-in at (TIME) / escalate to (TEAM LEAD, CLIENT) / reassign

Next step: send the written note (Email pack: "Past-due order notice"), set the check-in reminder, and update the client if your campaign requires past-due reporting.

Check yourself

1. A vendor says the work is done but not uploaded. What firm commitment do you ask for?

A specific upload time today, in the client's time zone, and you check for any technical blocker.

2. When do you call the vendor's owner?

At step 4: no answer from the contact within 2 hours of the past-due call, or no firm completion time.

3. Can you tell a vendor they will lose all future orders?

Only if the client has actually decided that. Otherwise state the client's rule factually and the next step.