Prevent / Care
Delivery-trouble proactive notice
The order is stuck in transit — and the customer hears it from you first, with the remedy already attached.
What it does
"Where is my order?" is the ticket a retailer's support team answers more than any other, and every one of them starts the same way: the package went quiet, the customer noticed before the brand did, and now they're typing while annoyed. The agent watches logistics signals — an order stuck without movement, a courier exception, a shipping-address mistake, a delay past the promised window — and reaches out before the failed delivery or the angry ticket happens. The message carries status in plain words, a concrete remedy, and, when customer memory says it's warranted, a goodwill gesture sized to the relationship.
How it works
- 1Trigger. a daily scan over open orders plus live carrier webhooks flag trouble: an order stuck 7+ days without movement, a courier status exception, an address that won't validate, or a delivery date slipping past the promise.
- 2Decision. the agent weighs the order value, the delivery promise, and what memory knows about this customer — first purchase or loyal regular, prior delivery problems, preferred channel — to pick the remedy (prioritized handling, address fix, reshipment) and decide whether a goodwill gesture belongs in the message. A judge reviews the message before anything is sent.
- 3Action. the notice goes out on a channel the client owns — email, push, chat, WhatsApp, or an in-app note — explaining what happened, what's being done, and what the customer can expect next.
- 4Follow-through. the agent keeps tracking the order; if the package moves before the send, the stale notice is cancelled. If the trouble persists past the new estimate, it comes back with the next remedy, and a genuinely failed delivery escalates to a human with the full context written back to the order.
Configuration
How the agent is wired for this use case.
- OMS / commerce platform · read order contents, value, and the delivery promise per shipping method; run the scheduled order-age scan
- Carrier / tracking-aggregator API · ingest tracking webhooks and courier-status exceptions, keep watching the order
- CRM · read customer memory (order history, prior delivery incidents, channel preference)
- Promo/credit engine · apply the goodwill gesture sized to the relationship
- Messaging channel · send the notice with status, remedy, and next step
What you need
The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.
Signals
carrier tracking webhooks or a courier-status feed, order lifecycle events, a scheduled order-age scan, address-validation failures
Data
order contents and value, the delivery promise per shipping method, customer memory (order history, prior delivery incidents, channel preference), goodwill budget rules
Guardrails
judge gating on every unprompted message; caps and eligibility rules on goodwill gestures; frequency caps so a single stuck order doesn't turn into a stream of pings; cancellation of notices made stale by package movement; per-channel consent
Metrics it moves
- contact-ratedown: the "where is my order" ticket never gets written because the answer arrived first
- csatup: hearing about a problem from the brand, with the fix attached, beats discovering it alone
- ltvup: a delivery problem handled before the customer asks keeps the customer who would otherwise churn over it
Related use cases
See it on your own customer journey
Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.
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