Identify the shipment
Collect the required reference and complete customer verification.
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Shipment tracking enquiries
Customers need more than a list of tracking events.
“Arrived at port” does not mean “delivery today”. Explain the latest record, its timestamp and what still needs checking, so a status is not mistaken for a delivery promise.
01WORKFLOW
From a lookup to a useful reply
Read the record
Retrieve the event from an integrated source, keeping its wording, timestamp and source.
Explain the status
Describe the current step without adding events that are not in the record.
Handle uncertainty
Pass stale, conflicting or missing records to a colleague for investigation.
02WHAT TO PREPARE
A reply should lead back to its source.
Lookup source
Confirm the available carrier or internal interface and which fields it permits.
Record time
Distinguish the event time from the lookup time. Do not present an old record as a fresh update.
WHERE A PERSON DECIDES
Do not guess a delivery time.
Delays, delivery dates and commitments need reliable records or confirmation from a colleague. AI can organise the information but cannot supply an update that has not arrived.
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