How should our office handle a customer who orders fuel by phone and in the app?

When the same customer orders by phone and in the app, check whether both requests are for the same delivery before assigning either one. Match the account, address, fuel and requested amount, then confirm with the customer if anything is unclear. Once you confirm a repeat request, keep one working order. Record what your office did with the other.

Check the request before adding another stop

Custom Fuel App's ordering guide says customers can still call the office. It also describes orders arriving in the office portal. [1] That gives customers a choice, and your office needs a routine for a request that comes through both doors.

Start the desk check with the account and drop site. Two requests from the same customer can be legitimate if they concern different locations or fuels. Match the details before treating one as a duplicate.

Make the decision visible to the next employee

Have the person taking the call check the incoming order list first. If the requests match, confirm what the customer wants delivered. Record the decision where your staff can find it and keep the request from being assigned twice.

The portal supports incoming-order management and customer messaging. [1] Ask the presenter to show how your chosen duplicate-handling routine would work there. Verify any cancellation, note or status control your routine depends on.

Rehearse the awkward case

Use a sample order that has already been assigned when the customer calls again. Ask who checks the driver assignment and who confirms the final plan. Ask to see how your team would handle that case in the demo. Confirm what staff must check by hand; do not assume the app will spot the repeat request.

Should we delete a request just because the name matches?

No. Check the delivery details and resolve uncertainty with the customer. Staff need to know whether this is a second delivery or the same request again.

See Custom Fuel App and test the routine with the person who answers your ordering calls.

Last reviewed: October 18, 2026
Author: The Custom Fuel App team