Ecommerce Customer support Inventory & orders
Shipping exceptions and a 'where is my package' watch
SI watches carrier scans for exceptions, failed deliveries, and stalled tracking, and prepares a short list plus a draft note before the customer has to ask.
Worth knowing: Carrier tracking can lag. A missing scan is not always a lost package.
The problem
The first time many stores learn a package failed delivery or sat at a depot is when the customer writes 'where is my package?'. Drafting a status reply from your own records helps once they write in. It does not watch carrier exceptions before that. A daily low-stock and stuck-order list is a different job.
What SI does
SI reads tracking for open shipments from the store, a shipping tool, or an export. It lists exception scans, failed delivery, address issues, and tracking with no scan past a wait you set. For each, it notes the last scan, the order, and a suggested next step such as asking the customer to confirm the address, contacting the carrier, or waiting. It can draft a customer note from the real tracking. It does not change addresses or file claims.
Examples
The same job looks different in different businesses. These are illustrations, not client results.
- Shopify store using a shipping app
Two packages show a delivery exception and one has no scan in five days. The list and draft notes wait for the owner.
- Beauty brand shipping two-day
A failed delivery marked 'need new address' is listed with the order, and a draft asks the customer to confirm the door code.
- Outdoor gear shop
Weekend scans lag, so SI still lists exceptions and flags ones that already have a customer email so you do not double-reply.
What it takes to set up
Tracking numbers for open shipments, carrier or shipping-tool access or a daily export, and a wait threshold. Setup is often a few days.
What a human still checks
- A person decides whether to contact the customer, the carrier, or wait.
- SI does not promise a delivery date that is not on the scan.
- Address changes and claims are made by a person.
Try it yourself
Paste this into your SI tool of choice and swap the [bracketed] parts for your own details. It asks SI to stop and show you before it does anything.
From open shipments in [store or shipping export], list tracking with an exception scan, failed delivery, address issue, or no scan in [5] days. For each, show order number, last scan, and a suggested next step. Draft a customer note using only the tracking on file. Do not change addresses or file claims. Pause and show me before sending, submitting, posting, or changing anything.
Next step
Want this built? Book a free 30-minute consult
Bring one real example, such as an export, an inbox, or a spreadsheet. We will map the steps and decide what SI drafts and what you approve.