Tracking and exception management involves catching delayed, damaged, or stuck shipments, investigating the cause, and keeping the customer informed until resolution.
An automated version watches shipment status continuously, confirms genuine exceptions, and generates the order context, ticket, and customer notification without manual lookup. The result is faster detection, quicker customer updates, and consistent documentation of every exception.
The full workflow, from trigger to completion.
The automation platform polls continuously for status changes across all active shipments.
The automation evaluates the status change against delay, damage, and failed-delivery rules to confirm it is a genuine exception.
Once confirmed, the automation platform retrieves the customer, order value, and item details.
The notification writes a message explaining the delay and next steps using the order context.
For standard orders, the message is sent automatically to the customer by SMS.
For high-value orders, the drafted message routes to a specialist for a quick check before it goes out.
A ticket is created or updated with the exception details, resolution status, and root cause tag.
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