Standing service store-delivery-exceptions-weekly-list · revised 12 October 2026
Standing service
Get a weekly list of orders that are stuck, lost or marked delivered but not received
Each week we read your tracking export and list orders that are stuck, returned or disputed, each with the next action and a drafted message for you to send.
This starts a conversation by email. Nothing is charged, and nothing is checked, until we have agreed scope and terms with you in writing.
The responsibility you hand over
A tracked parcel can stall, bounce back or be marked delivered when it was not. Nobody looks at every order's tracking, so the first sign is an angry customer, a refund request or a dispute. The weekly cost is small if caught early and large if caught at chargeback.
Who it’s for: Owner of a store that ships with tracked carriers and finds out about lost or stuck parcels when the customer writes in.
Usually starts when: Customers keep writing "it says delivered but I never got it", and you only look at tracking after they complain.
The result: Every week you receive a list of orders whose tracking is stuck, returned or disputed, each with the next action and a drafted message. Before the first week, a copy of four weeks of your tracking exports with 12 exceptions, 6 planted by us and 6 by your named person and kept from us until the first run, is checked and all 12 are listed.
What stays true, and what we do about it
No response-time guarantee is published for this new service. A target for delivering each report is agreed in writing before it starts, set to what a service at this stage can keep.
Hours are agreed in writing before the service starts. At launch the service is not staffed round the clock and runs on the schedule we agree.
What must remain true
- Every order in the weekly export that meets a written exception rule is listed
- Every listed order has a next action and a drafted message
What we watch
- The weekly tracking export you send
- Carrier event wording in the export
- Notices you forward, such as a carrier delay
When something happens
Scroll the table sideways to read it all.
| When | What we do |
|---|---|
| An order shows no movement for longer than the carrier threshold. | We list it as stuck with a drafted message to the customer and a suggested check with the carrier. |
| An order is marked delivered and the customer has contacted you. | We list it as delivered-not-received, draft a message that asks for facts, and offer the dispute evidence job if a dispute arrives. Linked job: Chargeback evidence pack |
| An order is returned to sender. | We list it with the next action options for you to choose from. |
| You want reply templates for each delivery state. | We point you to the one-off reply drafts job. Linked job: Where-is-my-order reply drafts |
We do on our own
- Read the export and apply the written rules
- Draft messages
- Write the weekly list and monthly summary
We ask you first
- Any change to a carrier threshold
- Any message that offers a refund or reshipment
- Any request to see more data
We escalate to you when
- Many orders from one carrier stall at once
- A dispute or legal threat appears in the list
- The export changes shape or stops arriving
How you know it held. Each list states the number of rows read, the date range and the thresholds used, so you can check a sample of orders against your carrier screens.
How we keep it true
This service is never finished. Each period's report shows whether the thing it checks stayed true, and it continues until you end it.
Draft "where is my order" replies from order facts, with a check that stops stale ones Job Optional
Eight templates (four replies, four hand-over notes), filled from named order and tracking fields, with a rule that sends any draft whose value differs from the live order to a person.
Bought separately, each time it is needed; not part of the monthly fee
The one-off set of reply templates and the pre-send check.
Build the evidence pack for one chargeback from your records, in the turnaround we quote Job Optional
For one dispute, an evidence pack built only from your records, in the order the reason code asks for, ready for you to submit. We do not submit and do not promise a win.
Bought separately, each time it is needed; not part of the monthly fee
The one-off evidence pack when a dispute arrives.
What is included, and what is not
- Weekly exceptions list
- Next action per order
- Drafted messages
- Carrier thresholds, written down
- False-alarm list
- A monthly summary
Included
- One shop and up to three carriers, from a weekly tracking export you send
- A written stuck-days threshold per carrier, agreed before the first week
- A weekly list: stuck, returned, delivered-not-received flagged by customer contact, and address-change asks
- For each, the next action and a drafted message for you to send
- A list of false alarms from the week
Not included
- Sending any message to customers or carriers
- Refunds, reshipping or carrier claims
- Promising a carrier outcome
- Connecting to your store or carrier accounts
- Customer names or addresses
- Out-of-hours cover or a guaranteed response time
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
On a copy of four weeks of your exports with 12 exceptions, 6 planted by us and 6 by your named person and kept from us until the first run, the first list shows all 12 (12 of 12 shows a true catch rate of at least 77% with 95% confidence; a smoke test). One missed exception fails the test.
Evidence: The planted list beside the output.
The carrier thresholds are written down and the same input always gives the same list.
Evidence: The thresholds file, and two runs of the list on one export.
Each weekly list states the rows read, the date range and the false alarms found, and we send nothing to customers or carriers.
Evidence: The weekly lists.
Sign-off. You read each report and tell us whether the rules and thresholds still suit you. A period counts as delivered when you have the report.
If it fails. If we cannot complete a period because an input is missing or has changed shape, we say so, explain what we need and do not guess. If the service is not working for you, you can end it at the end of any month.
When it fits, and when we stop
It fits when
- You can export tracking status for recent orders each week, as order id, carrier, status, last event date
- The export leaves out names and addresses
- Each week you also send a list of order ids that customers have written about (no names), with a one-word reason
- A named person reads each list and sends any message
- You can send four weeks of past exports for the first test
We stop and tell you if
- Carrier data cannot be exported at all
- The export needs customer names and addresses to be useful and cannot be reduced
- Exceptions are so frequent that a weekly list does not fit the price, so we agree a different scope
What could go wrong
The service reads what you send and reports. Nothing in your store or helpdesk is changed by us, so there is nothing to undo. Ending it leaves your systems as they are, and you keep every report we sent.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A message promises a carrier outcome that does not happen. | No drafted message promises a carrier outcome. They ask for facts and name the next step. |
| A false alarm wastes your time or upsets a customer. | False alarms are listed each week, and thresholds are adjusted with your approval. |
A separate automated reviewer checks the work and the test results before hand-over. Your named person sends every message and decides every refund or reshipment. No human supervisor from us is included unless your agreement names one, and at launch the work is largely automated.
Stays with a person
- You send every message
- You decide refunds and reshipments
Access we would need
- A weekly anonymised tracking export that you send
Questions
Does this replace a tracking app?
It does not connect to your carriers. It reads an export you send and applies written rules, with a drafted next step for each order.
Can you file a carrier claim for me?
No. We draft a message; you decide and send it.
Does a clean report mean nothing is wrong?
No. It means nothing was found in the inputs you sent, by the checks listed here. It is not assurance, and it does not replace your own checking.
Also part of
Send an enquiry
Send us
- Which carriers you use
- How you can export tracking status each week
- Roughly how many orders you ship a week
- No customer data
Later, once you agree
- Four weeks of past tracking exports, anonymised, with 6 exceptions your named person plants in a copy and keeps from us until the first run
- A weekly export on an agreed day
- Each week, a list of order ids customers have written about (no names), with a one-word reason
- The name of the person who sends the messages
- Your stuck-days thresholds, or agreement to the ones we propose
You keep your store, your helpdesk and every login. We work on the files you send through a secure route agreed after you say yes, and hand back files and a report. We never ask for store or helpdesk logins, and nothing goes live until your named person applies it.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “store-delivery-exceptions-weekly-list” as the subject.