Sort delivery problems
Send late and missing parcels to your delivery team, add a resend route if you need one, and give damaged and high-value orders to a person.
Product screen with sample data. Intake is the previous working name.
The incoming request
A sample request:
“Order R-1005 for EUR 40 has not arrived. Could you check where it is?”
Customers whose parcel is late, missing or damaged want to know what happens next. Link the Public link from the tracking page and the dispatch email.
Set up the request type
Start from the Webshop returns template in the Support group. Its Delivery help option and its Sent to delivery outcome already cover late and missing parcels. If you only handle delivery here, rename the request type to “Delivery problems”. The questions about the return window and the item's condition are asked only for returns and exchanges, so a delivery request never sees them.
If your team resends a missing parcel without a separate check, add a resend route. This outcome is one you add; the template does not ship it.
- Add an option named Missing parcel to the Order request signal. Describe it as “The parcel has not arrived and the tracking shows no progress.”
- Add an outcome named Sent for a resend, and map Missing parcel to it in Outcome for each answer.
- Write its outcome reply. Say that a person checks the order before anything is sent.
Collect enough detail
- “What is your order reference?”
- “What is the total value of the order?”: EUR 100 or less, More than EUR 100, or I am not sure.
Change EUR 100 to the order value above which your team checks every claim.
Show why the request ended
| Outcome | Outcome reply |
|---|---|
| Sent to delivery | Yes |
| Sent for a resend (you add it) | Yes, you write it |
| Return approved | Yes |
| Exchange requested | Yes |
| Needs a person | No |
A damaged parcel hands off through the Item damaged signal. An order above the limit hands off too, so a person checks every high-value claim. The reply of Sent to delivery says that the message does not resend the parcel or pay a refund. Keep that sentence.
Test before publication
The template's examples include a missing parcel, a parcel stuck at the depot, and a EUR 240 parcel that never arrived. The last expects Needs a person. If you added Sent for a resend, change the expected outcome of the missing-parcel examples. Add an example of a damaged parcel. Select Replay, then Publish.
