Delivery exception routing
Decode a carrier exception, then fix the address, adjust the next attempt, or tell the customer what the delay means for them.
Scenario paths
Pick a predefined path to highlight it through the chain. No model is called; outcomes are illustrative.
- Steps
- Endpoints
- Schedule re-attempt
- Ask the customer
- Offer a pickup point
- Send status update
- Offer options
- Order problem resolution
- Carrier trace
- Logistics agent
What each endpoint means
Schedule re-attempt · Automated
The next attempt is booked with the instruction or note passed to the driver.
Ask the customer · Automated
One specific question: the unit number, clearer directions, or what the instruction means.
Offer a pickup point · Automated
Explains why the instruction can't be followed and offers the alternatives the rules allow.
Send status update · Automated
A delay notice with the new estimate from the carrier.
Offer options · Automated
Offers the choices your policy allows, such as an upgrade or a reship.
Order problem resolution · Handoff
Damage continues in the order chain, which reads what the customer wants.
Continues in Order problem resolutionCarrier trace · Human review
A logistics agent opens a trace with the carrier.
Logistics agent · Human review
A person handles urgent, unusual or unclear cases.
Steps
Name what went wrong.
- Address problemAddress completeness
- Recipient unavailableDelivery instruction feasibility
- Delayed in networkCustoms holdShipment delay impact
- Damaged in transitOrder problem resolution
- Lost or no scanCarrier trace
- Logistics agentLogistics agent
Question, inputs and notes
Asks:What is the main reason this delivery did not complete as planned?
Receives
- Inputcarrier_events
- Inputcustomer_message
- Address completenessChoice
Find what the driver was missing.
- DeliverableSchedule re-attempt
- Ask for unit numberAsk for directionsAsk the customer
- Not serviceableNeeds a personLogistics agent
Question, inputs and notes
Asks:Does this address give a driver what they need to deliver to the right door?
Receives
- Inputaddress
- From step 1Exception: address problem
Branches
- Deliverable: The address is fine; the next attempt includes the driver's note.
Check the customer's instruction for the next attempt.
- Pass to driverSchedule re-attempt
- Offer an alternativeOffer a pickup point
- UnclearAsk the customer
Question, inputs and notes
Asks:Can a driver follow this instruction for this parcel under the service rules?
Receives
- Inputcustomer_message as the instruction
- Inputservice
Decide how much contact the delay needs.
- NotifyProactive updateSend status update
- Offer optionsOffer options
- Urgent handlingLogistics agentLogistics agent
Question, inputs and notes
Asks:How much does this delay affect the customer, given what they ordered and said?
Receives
- Inputdelay_days
- Inputorder and customer_message
- From step 1Exception: delay or customs hold
About this chain
Goal and input
Every exception ends in a re-attempt, a specific question to the customer, a delay update, a damage claim, a trace, or a person.
Normalized carrier events, the customer's message and address, and the parcel's service level.
- carrier_events
- Recent tracking events with driver notes.
- customer_message
- The customer's message, if any.
- address
- The delivery address and notes.
- service
- Parcel service level and your carrier rules.
- delay_days
- Days past the promised date, computed in code.
How it runs
- Dates, scan gaps and service rules are computed or looked up in code and passed as facts. The classifiers judge text, not timestamps.
- The order chain hands "not received" messages here, and this chain hands carrier-reported damage back. Each handoff starts the other chain from its entry; neither loops within a chain.
Sources (3)
Primary documentation this chain builds on.
- SourcedTypeSafe docs · DocumentationSystem One
- SourcedTypeSafe docs · DocumentationModel jaggedness
- SourcedTypeSafe docs · PatternRouting by confidence