Failed deliveries and exceptions require manual investigation across multiple systems, customer notification, and coordination with couriers. Manual handling is slow, inconsistent, and prone to duplicate contact and missed escalations.
Automation classifies exceptions by severity, composes and sends templated notifications, and logs outcomes in the CRM. the team responds to urgent cases faster and customers receive consistent, timely updates.
The full workflow, from trigger to completion.
Automation is triggered when a courier system sends a failed delivery or exception notification. The trigger captures the tracking number, failure code, carrier, and customer ID.
Automation queries to retrieve the complete customer record, prior contact history, order value, and customer tier. This replaces the manual search step.
The automation evaluates the failure reason, customer history, and order value against predefined rules to classify the exception as routine redelivery, refund, or escalation. the automation outputs a recommended action and priority level.
Based on the classification, automation sends a templated SMS or email and with the failure reason, next steps, and expected resolution date. The message is logged automatically.
For routine exceptions, automation submits a redelivery request to the courier API or initiates a refund in the payment system. For escalations, a manual step is triggered.
Automation updates with the exception details, action taken, and resolution status. The same data is written for reporting and compliance.
Automation posts a summary to a designated channel for visibility. High-priority or escalated cases trigger a direct alert to the manager on duty.
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