The most common requests in this field
- Tracking a parcel with the tracking number
- Giving a new time window after a missed delivery
- Correcting the delivery address or collecting from a branch
- Creating a shipment and finding out what it will cost to send
- Reporting a damaged parcel or one that never arrived
- Asking for a home removal or business shipping quote
What does the assistant do in this industry?
Reads shipment status from the system
The assistant finds the record from the tracking number, or from the phone number the shipment was created with when the recipient does not have it, then reads the last movement and estimated delivery day straight from the system instead of guessing. Where there is a delay it gives the reason as well, because a customer who is not told why simply calls again the next day; and once a delay passes the promised transit time the call stops being a query and a record is opened.
Plans delivery as a time window
A courier route is built on morning, afternoon and evening windows, not on appointments to the minute. The assistant asks the recipient which window suits them, reads the address back in full for confirmation and records who will take the parcel.
Corrects addresses and redirects to a branch
A wrong address means a failed delivery and a second trip for the same parcel. The assistant takes the new address, offers collection from the nearest branch when the address falls outside the service area, and says that the parcel is returned once the branch holding period ends.
Sets up a new shipment with both addresses
One address is not enough in a shipping record; the sender address, the recipient address and the recipient's phone number are all needed. The assistant takes the contents and dimensions, reads volumetric weight and the charge from the system, and settles whether the sender or the recipient pays.
Opens damage and loss records
A damaged delivery or a parcel that never arrived is a complaint, not a query; with no record opened the process never starts. The assistant adds the details of the incident and the declared value to the record, reads the request number back to the customer and passes the file to the responsible team.
Ties a removal quote to the survey step
In home removals the price is set by the number of rooms, the floor and whether there is a lift; in business agreements by monthly parcel volume and average size. The assistant asks those questions, logs the answers for the sales team, and leaves the firm price to an on-site survey.
Featured channels
- Phone
- Web chat
- SMS
What needs care in this industry?
The assistant's limits matter as much as what it does.
- No exceptions on restricted contents
- Flammable goods, live animals, valuable documents and similar contents cannot be carried under the carriage rules. The assistant reads the reason for refusal from the knowledge base exactly as it is written, does not negotiate and grants no exception.
- Volumetric weight is the system's sum, not the assistant's
- The shipping charge is worked out on volumetric weight inside the carrier's own system. The assistant never runs that sum itself, and says up front that a difference may arise if the courier's own measurement comes out differently.
- The record is opened even when the deadline looks past
- Damage and shortage notifications carry a legal deadline. The assistant does not rule that the deadline has run out and does not decide compensation; it opens the record even when the time looks to have passed and leaves the judgement to the responsible team.
- A wrong number hears nothing about the parcel
- The record is read only to the sender and the recipient; when a wrong number is reached, neither the contents nor the address is mentioned before the call ends. If a neighbour or a relative will collect the parcel, the assistant says up front that identification may be required.
Frequently asked questions
If the sender and the recipient want different things, which one is followed?
The delivery window, an address correction and who will take the parcel are settled with the recipient; how the shipment was set up, what it contains and who pays sit with the sender. When the two ask for conflicting things the assistant does not pick a side on its own; it writes both requests under the same tracking number and leaves the decision to the responsible team.
What happens if the recipient refuses a recipient-paid shipment?
The paying side is settled when the shipment is created, and if recipient-paid is chosen the assistant states the risk right there: if the recipient refuses the charge, the parcel goes back to the sender. When that happens the assistant records the reason and informs the sender, and it does not negotiate the charge. The choice stays written in the shipment record, so the courier is not left arguing at the door.
The record says delivered but the recipient never got the parcel. Then what?
That is not a status query, it is a suspected mis-delivery. The assistant reads back the delivery date and the name of the person who signed for the parcel; if the recipient does not recognise that name, the call is not closed with a line about it showing as delivered. The assistant logs the situation and passes the file to the responsible team rather than the ordinary queue.
If the declared value was written too low, can it be raised afterwards?
The declared value is taken when the shipment is created and it sets the compensation ceiling; the assistant does not revise it retroactively during a damage call. Opening the record, it writes the value as declared at the time of creation and does not comment on whether it was enough. That is why the consequence of understating it is said at the very first step.
What can the assistant do for someone calling about a return parcel?
A carrier is not a party to the sale; the seller sets the return terms. The assistant asks which seller and which order the return belongs to, then reads out the return code and the drop-off point defined for that seller's agreement, word for word from the knowledge base. Whether the return is accepted at all, and when the money comes back, sit in the seller's own record, so that question is directed to the seller.
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