No detours.
Even overnight.
x25pronto Austria carries approved goods shipments by car, van or Van XL personally and without unnecessary transhipment. Direct and overnight trips can be booked Monday to Sunday – subject to availability in the booking calendar.
Handling delivery issues: a checklist for customer service teams
Concrete steps and templates so your customer service resolves delivery issues quickly, clearly and customer‑friendly.
Quick answer
This checklist helps customer service teams verify delivery issues, document them consistently and start the right escalation during the customer call. It provides standard questions, log templates, escalation levels for delays and ready‑to‑use communication snippets.
1. First check: gather facts
Collect all relevant details before proposing action. Ask for tracking number, shipper, recipient, pickup date and expected delivery date plus the last known status. Check the tracking system and record timestamps.
2. Standard questions to ask the customer
Use a short checklist: Was the package packed correctly? Any doubts about the delivery address? Access constraints (gate, courtyard, elevator)? Has the recipient been reachable by phone? These points prevent needless escalation.
3. Log template: required fields
Always record: date/time of inquiry, agent name, tracking number, current status, contact attempts, customer preference (resend, refund, hold), deadline for response and next planned action. Store entries centrally in your CRM.
4. Decision aid: when to escalate
Escalate if: the parcel location is unclear, tracking stagnant (>48 hours), valuable or sensitive goods, or repeated failed delivery. Define escalation levels: Level 1 (internal team), Level 2 (logistics partner), Level 3 (manual search/management).
5. Concrete escalation paths
Define responsibilities and response times: Level 1: customer service contacts local driver (within 2 hours). Level 2: coordinate with dispatch/hub (within 6 hours). Level 3: management reviews replacement/refund options (within 24 hours). Use clear channels (phone, internal ticket, email).
6. Customer communication templates
Prepare short, transparent messages: acknowledgement, status update with expected reply time, solution offer (resend, refund, pickup) and closure note. Keep tone neutral and solution‑oriented. Example: 'We are checking your shipment and will get back by [date/time] with a concrete proposal.'
Frequently asked questions
What to do if tracking is unchanged for days?
Check internal logs and the last scan time. Contact local dispatch or the driver. If unresolved, escalate to Level 2 and inform the customer of a response deadline.
Which fields must the log always contain?
At minimum: date/time, agent name, tracking number, last status, contact attempts, customer request and planned next action.
When do we offer replacement or refund?
Decide based on the facts: confirmed loss, long delay with business impact, or proven failed delivery. Follow your internal rules on approvals and cost handling.
How to give deadlines without making promises?
Set clear internal reply deadlines (e.g. 'we will update within 24 hours') and stick to them. Avoid promising a delivery time when it is outside your control.