Failed deliveries and exceptions are scattered across carrier portals, email, and order systems, forcing support agents to manually hunt for information and contact carriers repeatedly. This reactive approach delays customer resolution and creates inconsistent outcomes.
Automation monitors all delivery exceptions in real time, categorizes them by severity, retrieves order details automatically, and recommends or executes the right resolution within policy. Customers hear back in minutes instead of hours, and every exception is logged consistently.
The full workflow, from trigger to completion.
Carrier API or webhook reports a failed, lost, or delayed delivery. The automation is triggered immediately with order and shipment details.
Automation retrieves customer details, order history, and original delivery promise to build a complete picture of the exception.
The automation analyzes the exception type (lost, delayed, damaged, address issue) and determines the appropriate resolution path and priority level.
Automation sends a branded, templated SMS or email to the customer, informing them of the issue and next steps.
Automation posts a summary to a dedicated channel with order details, exception type, and recommended action for human review.
The automation reviews customer history, exception severity, and business rules to recommend or auto-execute a resolution (reship, refund, credit) within policy limits.
Automation creates or updates a ticket, logs the exception type and resolution, and updates order notes with the outcome.
Automation sends a follow-up message confirming the resolution (refund processed, reship tracking number, etc.) and a link to track the replacement.
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