1. [Home]() 2. [Use cases]() 3. Fulfillment exceptions [Supply chain & fulfillment]() # Unblock stuck orders and delivery exceptions. Orders stall across systems while no team has a complete view. Trigger A shipment or order exceeds its expected processing window. A missing carrier scan becomes an owned exception Illustrative example A picked order passes its expected handoff window without a carrier scan. 1. Automation ### Open one exception The monitor joins the order and warehouse events, checks for duplicates and creates an evidence-linked task. 2. AI assistance ### Prepare the case summary AI summarizes what is confirmed and drafts a message that says the handoff is awaiting verification. 3. Approval ### Verify the physical handoff The warehouse operator confirms whether the parcel left the building and approves the next operational action. 4. Automation ### Keep service in sync The verified update reaches the service case; the exception closes only when the downstream state confirms recovery. **What you get**Prioritized exception cases with next actions and customer-service context. [Discuss this use case]() [How it works]() Led by operators with 15+ years building commerce products, teams and systems. [About us]() ## Today An order stalls while warehouse, carrier, ecommerce and service teams each see a partial history. ## With this in place A prioritized case joins the relevant events, assigns the next operational action and gives service current customer context. ## Who does what, step by step. ### Your team Operators confirm physical handoffs and authorize replacements, refunds or new delivery commitments. ### AI AI summarizes the shipment history and drafts a customer explanation from verified events and policy. ### Automation Rules detect overdue order states, join events and create one exception task per order. 01 02 03 04 05 1. 01 Step 1: Automation ### Detect the stall Compare current order state with an agreed expected processing window. 2. 02 Step 2: Automation ### Assemble the case Join source events and distinguish unavailable status from an actual operational delay. 3. 03 Step 3: Automation ### Route the operational action Prioritize by customer and commercial consequence, then assign the responsible operator. 4. 04 Step 4: AI ### Keep service current Provide the verified situation and policy-supported next customer action. 5. 05 Step 5: Your team ### Verify recovery Check the downstream order or shipment state and record the cause of the exception. ### Guardrails - Use the actual warehouse or partner system as the execution authority. - Prevent duplicate reshipments, order actions and repeated partner requests. - Customer commitments follow current service policy and delegated approval. ## What a first project includes. A bounded first build around your systems and team. We agree the scope, fee and baseline before we start. [Scope this with us]() [How we work together]() Sample scope Fulfillment exceptions ### We build - An exception queue with evidence and accountable operator actions - Warehouse and partner handoffs linked to the order - Service updates and verified recovery outcomes ### We start from - Order, warehouse and shipment events - Expected processing windows and service commitments - Partner exception reasons and operational contacts ### From your team Owner - Fulfillment Lead - Distribution Operations Lead Involves - Fulfillment - Supply chain - Customer service - Engineering - Warehouse or carrier partner Access to these systems and real examples to test against. ### Adapts to - Internal fulfillment - Partner fulfillment - Wholesale - International commerce ### We’d measure - Time to next action and completed resolution - On-time delivery and recurring exception causes - Repeat contacts and recovery cost Baselines agreed before we build. ## Questions teams ask. Do we need to replace our current tools? Usually not. We start with the systems you already use and build only what’s missing. Typical connections: ERP, inventory and order systems, supplier portals, 3PLs and carriers. Who owns it once it’s running? Your team does. You own the agreed deliverables under the engagement terms, with documentation and training for the people who run it. Ownership usually sits with your fulfillment lead or distribution operations lead. Ongoing support is optional and agreed separately. How do we get started? If the problem and scope are already clear, we can scope this build directly. If you’re weighing it against other priorities, start with Discovery & Action Plan. Its fee is credited in full if we build the recommended work. [How discovery works]() ## Often paired with. Part of [Connected post-purchase experience]() [All use cases]() - Customer service & support ### Order-status resolution Agents repeat the same tracking lookups and policy explanations. A grounded resolution or a contextual handoff for an exception. [Order-status resolution]() - Business systems & internal operations ### Integration exceptions Related shared-system failures are investigated repeatedly without a complete view of recovery. An evidence-linked exception case, accountable repair and verified downstream recovery. [Integration exceptions]() - Merchandising & commercial planning ### Promotion orchestration Offer details and dependencies diverge across teams and channels. Connected offer rules, briefs and channel tasks that respond to changes and keep approval status visible. [Identify affected work]() More connected work ## Explore the programs - [Supply chain & fulfillment]() - [Customer service & support]() ## Browse by outcome - [Convert and retain more customers]() - [Increase team capacity]() ## Get stuck orders moving again. Start with your most common exception. [Discuss this use case]() [**Talk through fulfillment**15 minutes]() [Prefer to start with discovery? →]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/fulfillment-exceptions/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)