Order tracking, delivery problems and lost parcels

Skills you'll practise

• Read a tracking history and identify the latest meaningful event and what it means for the customer
• Choose the right first action for a failed attempt, address problem, held parcel, damage or delivered-not-received report
• Apply a policy's trace and lost-parcel rules to decide whether to investigate, replace or refund
• Record the evidence a carrier damage or loss claim needs, and ask for it before it's lost
• Give delivery estimates that state what is known, what isn't and when the customer will next hear
• Spot delivery-address changes that look like account takeover and route them to identity checks

Course outline

1. 1.Order tracking, delivery problems and lost parcelsVideo · 2 min
2. 2.Reading tracking honestlyLesson · 14 min
3. 3.Exceptions: attempts, addresses, holds and damageLesson · 15 min
4. 4."Delivered" but not received, lost parcels and claimsLesson · 16 min
5. 5.Order tracking, delivery problems and lost parcels: knowledge checkKnowledge check · 20 questions
6. 6.Order tracking, delivery problems and lost parcels: practical exerciseKnowledge check · 1 question
7. 7.Delivered, says the trackingScenario
8. 8.Final exam11 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Consumer Rights Act 2015, section 29: Passing of risk (UK example)
• FTC: Business Guide to the FTC's Mail, Internet, or Telephone Order Merchandise Rule (US example)
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)