Create a single source of order truth
Agents should consult the merchant’s authorized order-management or storefront system, then verify tracking with the appropriate carrier integration. Avoid making delivery promises based on outdated statuses.
Use case categories
Separate pre-shipment, in-transit, delivered-not-received, damaged, wrong-item and return cases. Each category needs a defined procedure, evidence requirements and escalation owner.
Protect customer data
Verify buyers with minimal necessary information. Support agents should never request full card details, password reset codes or unrelated credentials. Use permissioned helpdesk access and data retention rules.
Measure the outcome
Review first-response time, resolution time, repeat contacts, delivery issue rate and refund processing delays. Report customer experience and operational root causes to the merchant on a regular cadence.