What's happening
Orders are marked as 'shipped' but are delayed beyond the promised delivery date, leading to increased customer inquiries due to limited carrier updates.
Immediate Response (First 30 Mins)
- 1Verify recent tracking updates within the carrier's system.
- 2Compare shipment data against anticipated delivery schedules.
- 3Alert the support team to potential spikes in inquiries.
- 4Contact the carrier to confirm the current status of the shipment.
- 5Inform team members of any discrepancies in order movements.
Warning Signals
- Surge in customer inquiries about pending deliveries
- Increase in support tickets following missed delivery dates
- 'In transit' status persisting beyond 7 days
- Miscommunication equating 'shipped' with 'delivered'
- Lack of process for managing post-label creation issues
- High 'first response time' paired with low 'resolution rate'
Diagnostic Questions
- "What is the average time between the 'shipped' status and customer updates?"
- "Is there a system to flag overdue deliveries?"
- "Do alerts activate before customers raise complaints?"
- "Who decides on compensation or customer communication during delays?"
- "Are communication protocols in place for non-operational days?"
Resolution Playbook
1
Work with carriers to track and resolve shipment locations.
2
Consider alternate solutions such as expedited delivery options.
3
Communicate transparently with affected customers.
4
Document and standardize procedures for managing delayed shipments.
5
Review and update carrier SLAs to mitigate future delays.
Prevention & Hardening
- Implement automatic alerts for shipments outside the expected delivery timeframe.
- Assign ownership from order creation to delivery confirmation.
- Develop proactive communication strategies for delay notices.
- Periodically evaluate carrier performance against SLAs.
- Establish communication protocols for weekends and holidays.
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