The Problem Shipments section helps you proactively address potential delivery issues. Thanks to the clear categorization, you can identify shipments requiring your attention in time and thus prevent customer dissatisfaction.
Problem Shipments Overview
Tab | Purpose | Recommended Procedure |
Returning Soon | Shipments approaching the end of their storage time at the drop-off point or in a box | Contact the customer, remind them to pick up the package, and optionally offer an extension of the storage period |
Delivery Issue | Shipments with complications during delivery (incorrect address, customer not found) | Verify the address, contact the customer to clarify delivery instructions |
Carrier Issues | System problems on the carrier's side (delays, outages) | Monitor updates from the carrier, inform customers about potential delays |
Open | All active problems requiring resolution | Regularly check and resolve according to priority |
Archive | History of resolved problem shipments | Use for analyzing frequent problems and their solutions |
Working with Problem Shipments
For each problem shipment, you have several tools available:
Solving the Problem
Add a note - When resolving a problem, you can add a note describing the situation and the steps taken
Add tags - Tag the shipment with relevant tags for better categorization and tracking (e.g., "Customer contacted")
Save and resolve - Record the solution and close the case
Save - Save the note and tags without closing the case
For more information on working with tags, see the article Tags, Categorization, and Filtering of Shipments.
Other Options
Edit note - Add additional information to an existing note
Open detail - View the complete shipment history for better problem context
Filters and Search
For efficient work with problem shipments, you can use:
Search by tracking number or order number
Filter by shipping company
Filter by exception type
Filter by payment method
Filter by added tags
Tips for Effective Problem Solving
Check the "Returning Soon" tab daily – a timely response can prevent the return of the shipment
Use notes to record communication with the customer and the steps taken
Use tags consistently for better overview and problem analysis
Combine tags with notes for comprehensive documentation of solutions
Automatic Actions
The system helps you identify problems in several ways:
Automatically detects shipments approaching the end of their storage period
Alerts you to shipments with long delivery times
Identifies repeated unsuccessful delivery attempts
Automatically adds relevant tags based on the shipment status
Use Case: Tracking Problem Shipments
When dealing with a problem shipment:
Add relevant tags (e.g., "Customer contacted")
Write a note about the steps taken
Mark the case as resolved after resolution
Use tags to track similar cases in the future
For Customer Support
The Problem Shipments section is a key tool for proactive customer care. Timely identification and resolution of problems significantly increases customer satisfaction and reduces the number of complaints and issues. Combining notes and tags helps you keep track of all steps taken and their results.