Use cases

Sort delivery problems so the right fix starts first

Reads each delivery message for what went wrong and what the customer wants, so code starts the right flow. Health and safety reports go to a person first.

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Try it on this example

Example · Email · parcel marked delivered to a safe place, not there

Channel (email, chat, contact form): email

Customer's message, with the subject line for email

Subject: Order 448120 says delivered but it isn't here Hi, Tracking for order 448120 says my parcel was delivered yesterday at 14:02 and "left in a safe place", but there is nothing here. There's no card through the door either. I've asked both neighbours, checked the bins, the porch and behind the side gate, and my partner hasn't seen it either. It's my son's birthday present for Saturday, so I really need it. Can you send another one out as soon as possible? I'm a bit disappointed as this is the first time I've had a problem with you. Thanks, Toby Ainsworth
  1. What delivery problem is the customer reporting?Delivered but not received100%
  2. What does the customer ask for?Send it again100%
  3. For a parcel marked delivered but missing, does the customer say they checked safe places and neighbours?Checked100%
  4. Does the customer attach, mention or offer a photo?No89%
  5. Does the customer say they need the order by a particular day or for an event, or that it is perishable or medicine?Yes99%
  6. Does the customer say they have contacted the retailer before about this same matter?No91%
  7. Does the customer report a risk to someone's health or safety from the delivery?No93%
  8. How upset is the customer?Annoyed100%

These are real answers stored from one run on this example.

The prism behind it

Sort delivery problems so the right fix starts first8 questions

Fields

  • Channel (email, chat, contact form)
  • Customer's message, with the subject line for email

Context

The messages come from customers of an online retailer that ships parcels to homes, lockers and collection points through several carriers. Each message is read as it arrives, before an agent or the chat assistant answers. Code joins the answers with the order and tracking data, which the message may not contain, and decides the flow: a reply asking the customer to check first, a carrier trace, a reship or refund offer, a photo request, an address change, or an agent. The answers never judge whether a customer's claim is true; that evidence is in tracking scans and order history. Words about the problem: - "Not arrived" means the customer is still waiting and tracking has not said delivered. - "Delivered but not received" means tracking or a notification says delivered, left in a safe place or handed to a neighbour, and the customer does not have it. - A safe place is a porch, a bin store, a garage, behind a gate, a neighbour, a building's mail room or reception, or another household member.

Questions

  1. What delivery problem is the customer reporting? Choice

    Read the whole message and pick the main delivery problem. When the customer reports two, pick the one they ask to have fixed first.

    • Order not arrived The customer is still waiting for the order, and does not say tracking shows it delivered.
    • Delivered but not received Tracking or a notification says delivered, left safe or with a neighbour, and the customer does not have it.
    • Damaged in transit The parcel or the product arrived damaged, crushed, wet or broken.
    • Wrong or missing item The parcel arrived with the wrong item, or with items missing from the order.
    • Change address or slot The customer wants to change where or when the order is delivered.
    • Failed delivery A missed delivery, a card left, or a problem with a collection point or locker.
    • Courier conduct A complaint about the driver's behaviour, or about how or where the parcel was left.
    • Return collection A problem with collecting or dropping off a return.
    • Not a delivery issue The message is about something other than delivery, such as a product question or billing.

  2. What does the customer ask for? Choice

    Pick what the customer asks the retailer to do. When they ask for more than one thing, pick the one they ask for first or most firmly.

    • Information An update, a date, or where the parcel is, without asking for a remedy.
    • Send it again A replacement sent out, for the whole order or the missing item.
    • Refund Money back for the order or part of it.
    • Cancel The order stopped or cancelled before it arrives.
    • New delivery attempt A new delivery attempt, a new slot, or delivery to a new address.
    • Record a complaint The complaint recorded or escalated, or someone to call them.

  3. For a parcel marked delivered but missing, does the customer say they checked safe places and neighbours? Choice

    Use the meaning of a safe place in the context. Judge only what the customer says they have already done.

    • Checked The parcel is marked delivered but missing, and the customer says they looked in safe places or asked neighbours or others at home.
    • Not said The parcel is marked delivered but missing, and the customer does not say they looked anywhere or asked anyone.
    • Not a missing delivered parcel The message is not about a parcel marked delivered that the customer does not have.

  4. Does the customer attach, mention or offer a photo? Yes / No

    Count an attachment the customer refers to, a photo they say they took, or an offer to send one. Yes: The customer attaches, mentions or offers a photo. No: No photo is attached, mentioned or offered.

  5. Does the customer say they need the order by a particular day or for an event, or that it is perishable or medicine? Yes / No

    Count a stated deadline or occasion (a birthday, a trip, a wedding, "by Saturday"), perishable food, flowers, medicine or medical supplies. Do not work out whether a date is close; code does that. Yes: The customer gives a deadline or occasion, or the order is perishable or medicine. No: The customer gives no deadline or occasion, and the order is not perishable or medicine.

  6. Does the customer say they have contacted the retailer before about this same matter? Yes / No

    Count an earlier call, chat, email, form or reference number about the same matter, including a chat with the assistant, however the customer puts it ("this is the third time I have asked"). Do not count earlier messages in this same conversation, contact with the carrier alone, or earlier contacts about other matters. Yes: The customer says they contacted the retailer about this matter before. No: The customer mentions no earlier contact about this matter.

  7. Does the customer report a risk to someone's health or safety from the delivery? Yes / No

    Count medicine or medical supplies that did not arrive, food or drink that may have made someone ill or contained an allergen, broken glass or a leaking chemical in the parcel, or a person hurt or threatened during the delivery. These go to a person before any automated reply. Yes: The customer reports at least one such risk. No: The customer reports no risk to anyone's health or safety.

  8. How upset is the customer? Scale

    Judge the customer's tone in this message only, not how serious the problem is.

    • Calm Neutral or friendly, with no sign of frustration.
    • Annoyed Some frustration or disappointment, still polite.
    • Upset Strong frustration, blame, or a threat to stop buying.
    • Furious Anger or abuse, or a threat of legal action, a chargeback or a public complaint.

Lens columns

issue, issue_probability, wants, wants_probability, safe_places_checked, safe_places_checked_probability, photo_mentioned, photo_mentioned_probability, time_critical, time_critical_probability, repeat_contact, repeat_contact_probability, health_or_safety_risk, health_or_safety_risk_probability, upset, upset_average

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