Delivery Exception Workflow

Why should we formalise delivery exception handling instead of managing it over email?

Email-based exception handling tends to fragment information across inboxes, making it hard to track status, ownership, or recovery outcomes. This workflow centralises shipment details, investigation notes, and recovery decisions in one place, so nothing gets lost when an exception moves between customer service, fulfilment, and finance. It also creates a consistent record for reporting on exception volumes and resolution times.

What is the ROI of automating delivery exception resolution?

The main returns come from faster resolution cycles, fewer escalations caused by poor communication, and better recovery of costs from carriers due to consistent investigation tracking. Because the workflow publishes and runs immediately in assess.one, teams see these benefits without a lengthy setup period. Improved customer communication at each stage can also reduce repeat contact volume and support better retention.

How does this compare to handling exceptions in a shared spreadsheet or ticketing tool?

Spreadsheets and general ticketing tools require manual updates and don't enforce the branching logic needed when a recovery decision leads to different fulfilment or finance actions. This workflow automatically routes redelivery, replacement, or refund decisions to the matching next step, reducing the risk of a decision being made but never actioned. It also keeps customer notifications tied to specific status changes rather than relying on someone remembering to send an update.

How long does it take to get this workflow live for our team?

Publishing the template takes minutes inside assess.one — there is no multi-week implementation project. Once published, your team can start logging exceptions and running the process immediately, with steps, roles, and notifications adjusted as needed along the way.

Can we customise the steps, roles, or approval logic in this workflow?

Yes. Step names, the exception owner assignment, notification content, and the routing logic for recovery decisions can all be edited directly in assess.one. Teams commonly adjust who is notified at each status change or add approval steps before a refund or replacement is actioned.

Who typically needs access to this workflow?

Customer service or logistics staff who log and own exceptions, a fulfilment team member who handles redelivery or replacement dispatch, and a finance contact who processes refunds. Access can be scoped by role within assess.one so each user sees only the steps relevant to their part of the process.

What happens at the recovery decision step, and can it be reviewed before actioning?

At this step, the exception owner records whether the resolution is a redelivery, replacement, or refund, and this decision determines the next automated route. Notification and approval logic can be configured so a manager reviews or confirms higher-cost decisions, such as refunds, before the finance action is triggered.

How does the workflow handle customer communication throughout the process?

Customers are notified automatically when the exception is opened, when there is an investigation update, and again once the exception is resolved and closed. This keeps customers informed without relying on manual follow-up, and the notification content and timing can be adjusted within assess.one.

Are there compliance or audit considerations built into this workflow?

The workflow maintains a status history — open, investigating, resolved, closed — along with recorded recovery decisions and any cost recovered from the carrier, which supports internal audit and reporting needs. Teams operating under specific carrier contract or customer service SLAs can add extra fields or approval steps to reflect their compliance requirements.

What happens if the carrier investigation doesn't resolve the issue quickly?

The exception stays in an 'Investigating' status with the ability to send ongoing customer update notifications, so the process doesn't stall silently. Owners can revisit the investigation step as many times as needed before moving to a recovery decision, keeping the record current even during longer carrier disputes.