Recover delayed and lost shipments before customers chase.

A stalled shipment becomes a case with a date, a remedy and an owner, before the customer has to ask.

Start with a support review How it works

REC-209Owner: CX lead

Olive M has had no scan for four days.

Order: O-8452 · Canvas field jacket, Olive M
Promised: Delivery two days ago
Remedy chosen: Replacement, by policy · Olive M in stock
Replacement: O-8452-R1 shipped, stock reserved
Carrier claim: Logistics, linked, not blocking
Closes when: The replacement is delivered

The recovery case: the promise, the remedy and who owns each part. Your CX lead works from it.

Sound familiar?

Tracking says “in transit” for a week, and nobody owns what happens next.
Customers write in before you do, and each gets a copied apology.
Replacement, refund or wait: it depends who picks up the ticket.

A late shipment is a small problem. A customer chasing it three times is an expensive one.

What changes.

TodayWith the engine

Trigger: A customer writes inA stalled scan opens the case
Owner: Whoever picks up the ticketA named owner and a next deadline
Remedy: Decided case by caseChosen by policy, with the unclear ones sent to a person
Closing: The email is sentClosed on delivery, or an agreed alternative

How it works. 7 steps, 4 stages.

AI2
Rules and automation4
Your team1
Approval

1Detect
1. Rules and automation
  Spot the stall
  A missed scan or promise opens a case, and duplicate events are ignored.
  - AfterShip
  - Shopify
2. AI
  Reconcile the scan history
  Turns messy carrier notes into what’s actually known.
  - AfterShip
2Decide
1. Rules and automation
  Apply the remedy policy
  Replacement, refund or wait, by order value, stock and what the customer chose.
2. Your teamApproval
  Decide the unclear ones
  Logistics reads carrier facts nobody can infer from silence. Finance or a rule authorizes compensation.
3Remedy
1. Rules and automation
  Ship one replacement, once
  Stock is reserved and one replacement goes out per case, even if the carrier posts the event twice.
  - Shopify
  - ShipBob
2. AI
  Tell the customer, case by case
  Writes the update with the new date and what to do if the first parcel turns up.
4Close
1. Rules and automation
  Close on delivery
  The case stays open until delivery or an agreed alternative is confirmed.

Closed cases refine the thresholds

What you get. Real work, every week.

Fernway OutfittersDay 6 · 9:15 am

Your Olive jacket is late. A replacement is on its way.

Your jacket hasn’t moved at the carrier’s hub for four days, so we’ve sent a replacement today. You don’t need to do anything. If the first one turns up, we’ll send a free return label.

Canvas field jacketOlive · M · replacement O-8452-R1Track replacement

Sent after the replacement order was accepted

The update the customer gets before they’ve asked, with the new date and what to do next.

Recovery casesThis week

REC-209Olive M · no scan for 4 daysSame dayReplaced
REC-211Navy L · marked delivered, not received1 dayRefunded
REC-214Sand S · address returned by the carrierOpenWaiting on customer

Time to an actual remedy, case by case. Open cases show whose move it is.

REC-209 · what the record holds

Promised delivery date
Last scan and carrier
Customer told, and when
Remedy chosen: wait, replace or refund
Next deadline
Delivery confirmedCloses the case

What every case records, so the promise, the notice and the decision can be shown later.

How you’ll know it’s working.

Time to an actual remedy
Days from the first stall to a replacement, refund or delivery, not to an email.
Customer follow-ups per exception
How often the customer still had to chase.
Replacement and refund cost per case
Set against a matched group of earlier cases, so you can see whether recovery pays for itself.

Baselines agreed before we build.

Works with what you have.

Fulfillment

AfterShip
ShipBob

Commerce

Shopify

Support

Gorgias
Zendesk

We configure first: As of October 2026, AfterShip’s exception agent investigates stalled shipments and drafts the update for a person to approve. We set that up first.
We build when: The remedy, the replacement order and the customer’s choice have to be joined, and nobody owns a case from the first stall to delivery.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

Stall and missed-promise rules, set from your carrier history
A recovery case with a promised date, a remedy and an owner
Replacement and refund paths that can’t run twice
Customer updates written for each case
A remedy ledger on time, follow-ups and cost

We start from

Tracking or carrier platform access
Shopify and warehouse access
Your remedy and shipping-promise policy
A month of delivery contacts

From your team

Owner: CX lead, with logistics
Involves: Customer service
Logistics
Fulfillment
Finance

Questions teams ask.

Doesn’t AfterShip already do this?

Its exception agent investigates and drafts an email that a person approves. Replacing the order, refunding and closing the case on delivery are separate jobs. We configure AfterShip first and connect the rest only where you need it.

Does the FTC’s mail order rule matter here?

For covered US orders it can. The rule expects a reasonable basis for the shipment time you promise, and a notice and a choice if it will be late. It applies to the shipping time you promised, so each case records the promised ship date, any delay notice and the customer’s decision. That’s a record, not legal advice.

Will proactive messages create more contacts?

Sometimes, so we measure it. A message goes out only when there’s a new date or a decision for the customer, not on every scan.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with logistics. We can keep running it with you, or step back.

How do we start?

Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.