What's happening
Orders marked 'shipped' are delayed beyond expected delivery, causing an uptick in customer inquiries as carriers provide limited updates.
Immediate Response (First 30 Mins)
- 1Verify recent tracking updates in the carrier's system.
- 2Check shipment data against expected delivery timelines.
- 3Notify the support team about potential inquiry spikes.
- 4Contact the carrier to confirm shipment status.
- 5Update team on possible order movement discrepancies.
Warning Signals
- Increased customer inquiries about undelivered orders
- Spike in support tickets post-missed delivery dates
- 'In transit' status persisting for over 7 days
- Misconceptions equating 'shipped' with 'delivered'
- Lack of process for post-label creation issues
- High 'first response time' but low 'resolution rate'
Diagnostic Questions
- "What is the average lead time from 'shipped' status to customer notification?"
- "Is there a flagging system for overdue deliveries?"
- "Do alerts trigger before customers complain?"
- "Who decides on refunds or keeping customers informed during delays?"
- "Are communication systems adjusted for non-business days?"
Resolution Playbook
1
Collaborate with carriers to trace shipments.
2
Initiate alternatives like expedited delivery.
3
Communicate clearly with impacted customers.
4
Document procedures for handling delayed shipments.
5
Review and adjust carrier SLAs to prevent recurrences.
Prevention & Hardening
- Set up auto-alerts for shipments outside expected timelines.
- Designate ownership from label creation to delivery confirmation.
- Develop proactive communication for delay situations.
- Regularly audit carrier performance against SLAs.
- Create protocols for communication during weekends/holidays.
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