Order and shipping status updates

Order number, shipping stage, why it's late, and the message to send stop living on separate screens. The customer hears back before they have to ask.

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WISMO share of inquiries
First response time on tracking

Where is my order is the number-one ecommerce question by far (WISMO questions run 40 to 60% of all inbound, 50 to 60% in peak season). A person answers this repeat question by pulling up the carrier site every time, and when the customer does not know the order number, burns time tracing it by name and contact. The answer is almost always a template (look up, report status), yet a person does it by hand, so more than half of support leaks into work that could have been avoided.

An inquiry like this, handled like this.

We gather the work as it actually arrives, and record what each step is judged against.

Identify the order

Look it up immediately if there is an order number, and if not, narrow candidates by name, contact, order date, and delivery address.

Judgment When the identifier is personal data (name, contact), judge whether the clues are enough to confirm the same person. If not, ask for more.
Look up the status

Look up the order status (paid, prepping, shipped) and the carrier tracking status to get the current location and estimated arrival.

Judgment Tell normal progress from a warning sign (stuck, misdelivered, returned). Normal goes to the instant-reply track, a warning branches to the person track.
Interpret the status and draft a reply

Turn logistics jargon like in transit at hub into plain language like leaving tonight, arriving tomorrow, and draft the reply.

Judgment A simple lookup result can be answered now. With no personal data, cost, or compensation involved, let the reply go out fast.
Detect exceptions and escalate

Split long stalls, lost packages, misdeliveries, and damage reports out of the lookup reply and hand them to a person.

Judgment Branch by whether a compensation, reship, or claim judgment is needed. From here it is a person, not an auto-reply.
Set the follow-up alert

Schedule a proactive alert when delivery completes or the issue clears.

Judgment Send a proactive alert at the point the customer would re-ask (estimated arrival, stall cleared). Cut off repeat WISMO at the source.

Stalls and losses, we do not end at a lookup

We settle the exceptions that actually come up before they do. When a rule doesn't fit, we don't force it through. It goes to a person, with the evidence.

Exception The order number is unknown

Narrow candidates by name, contact, and order date, but if the same person cannot be confirmed, do not open someone else's order on your own and ask for more info.

Exception A long stall or suspected loss

Do not just report the lookup result. Escalate to a person for a carrier check, reship, or compensation review.

Exception A misdelivery or damage report

Split it out of the delivery-lookup track immediately and hand it to the return and refund workflow.

Reship, compensation, and disclosure are judged by a person

Anything touching money, contracts, personal data, or the brand is drafted and no further. It sends only after a person approves.

Deciding on a reship or free redelivery

It is a cost judgment, so a person approves it.
Compensation for a loss or damage

Money and liability are involved, so it is a person's call.
Refusing or allowing order info without identity confirmation

There is a risk of exposing someone else's data, so a person judges it.
Filing a carrier claim or damage demand

It is an external process, so a person handles it.
Committing an estimated arrival date

A person factors in the logistics-delay risk before promising.

How you know it worked

How much we cut the repeat inquiries

WISMO share of inquiries

Measure the share of delivery-status inquiries in each customer's inbound data. The inquiry type you can cut the most with lookup automation and proactive alerts.

First response time on tracking

Measure delivery-status first-response time and abandonment in customer data. A template lookup can be answered instantly, cutting first response to seconds.

Proactive-alert coverage

Notify arrival and stall-clears in advance to remove the re-inquiry itself.

Rule

Order lookups handle personal information such as names, contact details, and addresses, so confirm you are speaking to the right person before disclosing order information to anyone, to avoid exposing one customer's data to another. When a package is misdelivered or damaged, the case moves into the return and refund workflow, which is governed by your posted policy and applicable state law.

There is less that a person has to hold on to.

Once the scattered checks and repeat replies are drafted and sorted, your staff can spend the day on review and exceptions, and you look only at the decisions that matter.

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Today

Checks pile up on a person.

For every order or shipping question, a staffer checks the system and repeats the same update.

With Velros running it

The work arrives ready to go.

It checks the status and prepares a draft update, so the repetitive replies get handled from a ready draft.

Identification success rate when the number is unknown Shipping-stage lookup accuracy Self-resolved rate for delivery inquiries

What people ask before they hand this over

The things people actually check first about Order and shipping status updates.

Can it look up an order even if the customer does not know the number?

We narrow candidates by name, contact, order date, and delivery address. But if the same person cannot be confirmed, we ask for more info to avoid exposing someone else's order.

If delivery is stuck, does it answer automatically?

Simple progress is answered instantly, but long stalls, losses, and misdeliveries need a compensation or reship judgment, so they go to a person.

We keep getting the same question, can it be reduced?

We schedule a proactive alert at the estimated arrival and when a stall clears, so the customer hears the status before asking again, breaking the WISMO loop.

What to sort out next

Sorting exchange and refund inquiries

Sorting exchange and refund inquiries can be joined up the same way, on the channels you already use, from intake through to the approval queue.

First response time

Drafting proposals

Drafting proposals can be joined up the same way, on the channels you already use, from intake through to the approval queue.

Send rate

Review request campaign

Review request campaign can be joined up the same way, on the channels you already use, from intake through to the approval queue.

See every workflow

Inquiries, bookings, quotes, order updates. You can compare the work that keeps a person busy, side by side.

We start with the work that keeps a person tied up.

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