Shipping Delay Reply Library
Handle delays with clarity and empathy.
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Improve how my team replies to shipping delay messages. Context: [BUSINESS_AND_CARRIERS]. Common causes of delay: [DELAY_CAUSES]. What agents can offer: [OFFER_OPTIONS]. Current reply examples: [PASTE_CURRENT_REPLIES]. Return: BEFORE: three of my current replies with annotations in square brackets for problems, such as [blames the carrier], [no new date], [apologizes three times], [vague], [no action], [copy-paste feel]. AFTER: improved versions that follow this order: acknowledge the specific situation, state what we know (tracking status, expected date, only if reliable), say what we are doing, give the customer options (wait, cancel, reship), and set the next update time. LIBRARY: a set of macros with placeholders for these cases: delayed in transit, stuck at customs, lost parcel, delivered but not received, wrong address, damaged on arrival, carrier strike or weather, and an apology with compensation. Each 60 to 100 words. RULES: when to proactively message before the customer asks, how to handle repeat contacts, and what never to promise (dates we do not control). Keep a warm, direct tone. Include a short internal guide for investigating a lost parcel with the carrier.
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