What Should I Do When a Shipment Is Delayed
Provides standard operating procedures for investigating transit bottlenecks, raising carrier tickets, and managing customer expectations during delivery delays.
Before You Begin
- Check the carrier portal tracking history for exception codes or weather holds.
- Retrieve the buyer contact details from the order profile.
Step-by-Step Instructions
Step 1: Check Carrier Exception Status
Inspect the courier tracking page to see if delays stem from weather disruptions, hub congestion, or address verification issues.
Step 2: Open a Carrier Escalation Ticket
Contact your courier partner support team with the tracking number to request expedited movement or status clarification.
Step 3: Proactively Notify the Customer
Reach out to the customer before they file a complaint, explaining the cause of the delay and providing the latest carrier update.
Step 4: Monitor Daily Until Delivered
Follow up regularly with the carrier until the parcel moves out for final delivery.
What You Should See
- Customer confidence maintained through transparent communication and swift carrier escalation.
Common Problems & Troubleshooting
Problem: Carrier Tracking Shows No Movement for Several Days
Solution: File an official lost shipment inquiry with your carrier and prepare a replacement shipment if the package cannot be located.