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Scenario: Missing Items & Courier Issues

When a customer claims they didn't receive an item (despite the courier saying it was delivered), you need a balanced approach that protects your business while supporting the customer.

1. The Form Setup​

Create a "Missing Item" reason:

  • Reason Label: "Item Missing from Package"
  • Require Photos: Set to Yes (even for missing items).
  • Why?: Customers should take a photo of the packing slip and the empty box. This allows you to verify if the box was tampered with during shipping.

2. Validation Rules​

  • Fulfillment Status: Set as "Required".
  • Why?: Prevents customers from filing a "Missing" claim if the order hasn't even been picked up by the courier yet.
  • Delivery Threshold: Allow claims only after 7 days since the last tracking update. This reduces "Where is my order?" inquiries that are just standard delays.

3. Automation & Custom Statuses​

Triage Logic​

  • Action: Move to CUSTOM Status: COURIER_CLAIM.
  • Note: This keeps these claims in a separate bucket so your team can file official claims with the shipping provider (UPS, FedEx, etc.) in bulk.

High-Frequency Guard​

  • Condition: Customer Previous Claims > 1 (in the last 6 months).
  • Action: Move to CUSTOM Status: SECURITY_REVIEW.
  • Result: Repeated "Missing item" claims from the same customer are flagged for manual inspection to identify potential fraud.

Benefits​

  • Courier Recovery: By identifying these claims early, you increase your chances of getting a payout from your shipping insurance.
  • Reduced Anxiety: Automated updates like "We are currently investigating the delivery with the courier" keep customers informed without manual agent effort.
  • Fraud Detection: Prevents serial "empty box" claims by tracking historical data.