Coordinate a delivery exception
Use shipment events and order commitments to identify a delivery problem, prepare response options and coordinate the next action.
- Starts with
- A carrier event or delivery-date change puts a committed shipment at risk.
- Who decides
- Operations approves rerouting, replacement, refunds and customer commitments. The agent does not promise a new date without confirmation.
- Output
- Delivery exception case; Response options and owner task; Customer update and resolution record
- Inputs
- Carrier event feed — Tracking identifier, event time, reported location and exception status used to establish the latest known shipment condition.
- TMS/OMS order commitments — The linked order, committed delivery date and relevant shipment details used to identify the affected customer commitment.
- Customer service rules — Approved escalation thresholds, response options and authority limits for customer communications and remedies.
- Case-management records — Existing exception cases, responsible owners and previous customer updates used to avoid duplicate or contradictory follow-up.
A coordinated response to a shipment exception
Use shipment events and order commitments to identify a delivery problem, prepare response options and coordinate the next action.
Configure and validate this starting point around your sources, permissions, and review responsibilities before implementation.
- 01Agent preparation
Match the shipment and order
Match the carrier event to the customer order and promised delivery.
- 02Agent preparation
Explain the delivery exception
Identify the exception, latest known location and missing information.
- 03Agent preparation
Prepare response options
Apply approved service rules to prepare response options and an owner task.
- 04Human decision
Approve the response and owner
Operations chooses the permitted response, confirms any customer commitment and assigns the resolution owner.
Operations approves rerouting, replacement, refunds and customer commitments. The agent does not promise a new date without confirmation.
What the team receives
- Delivery exception case
- The affected order, confirmed commitment, latest carrier evidence and missing information, organized for the responsible team.
- Response options and owner task
- Permitted next actions, their required approvals and the person responsible for resolving the exception.
- Customer update and resolution record
- A draft update based on confirmed facts, plus the chosen action and eventual owner-confirmed resolution. Unconfirmed delivery dates remain explicit.
Scope this workflow around your operation.
Businesses with trackable outbound orders and service teams able to act on exceptions.