@Dash sort the overnight tickets and draft the routine replies for me.
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Order questions that arrive overnight are answered against the real shipment record rather than a template. Dash sorts them into routine, urgent and unowned, drafts the routine replies for approval, and names the ones where the tracking and the customer disagree.
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Thirty-one overnight. Twenty-two are routine, six need a person, three are the same problem.
- 22 routine · where is my order · all have live tracking, all drafted
- 6 need you · damage, wrong item, and two asking to change a delivery address after dispatch
- 3 same problem · all shipped on 27 Aug, all scanned into the same depot, none scanned out since
The three are not three tickets, they are one delivery issue with three customers attached. The carrier's tracking still says in transit, which is what the routine reply would repeat back to them, and it has said that for four days.
I have not drafted replies for those three. The honest answer is that the parcels are sitting somewhere and we do not know when they will move, and the template would tell them everything is fine. That is the reply that turns three tickets into three refunds.
Anything in the 22 that is actually not routine?
One. It reads like a normal where-is-my-order, but it is their second message about the same order and the first one was answered eight days ago with the same tracking link I was about to send again.
Moved it out of routine. Sending the identical reply twice is worse than sending nothing.
Teams @Dash sort the overnight tickets and draft the routine replies for me.
Thirty-one overnight. Twenty-two are routine, six need a person, three are the same problem.
- 22 routine · where is my order · all have live tracking, all drafted
- 6 need you · damage, wrong item, and two asking to change a delivery address after dispatch
- 3 same problem · all shipped on 27 Aug, all scanned into the same depot, none scanned out since
The three are not three tickets, they are one delivery issue with three customers attached. The carrier's tracking still says in transit, which is what the routine reply would repeat back to them, and it has said that for four days.
I have not drafted replies for those three. The honest answer is that the parcels are sitting somewhere and we do not know when they will move, and the template would tell them everything is fine. That is the reply that turns three tickets into three refunds.
Anything in the 22 that is actually not routine?
One. It reads like a normal where-is-my-order, but it is their second message about the same order and the first one was answered eight days ago with the same tracking link I was about to send again.
Moved it out of routine. Sending the identical reply twice is worse than sending nothing.