Keep the evidence
Record the source and timestamp of a delay, missing document or conflicting event.
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Exceptions and human handoff
An alert needs someone to take the next step.
A customer should not have to explain everything again when a colleague joins. Pass the problem, checked records, responsible person and next update time together.
01WORKFLOW
Make the next action clear
Find the owner
Assign by lane, customer or issue type. If no one has accepted it, keep it unassigned.
Pass the full context
Include the shipment reference, customer’s words, completed checks and open actions.
Review the next update
Record when to reply. If the issue remains unresolved, follow up rather than marking it complete automatically.
02WHAT TO PREPARE
Show whether a person has accepted the handoff.
Status and owner
Distinguish awaiting acceptance, in progress, waiting for customer details and confirmed resolved.
Reply and review
Record who will contact the customer and when. Close after the responsible person confirms the outcome.
WHERE A PERSON DECIDES
Leave compensation and customs decisions to an authorised person.
AI can help classify the issue and prepare information. Liability, compensation amounts and commercial commitments require approval.
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