Order status
Identify the order and retrieve the information needed to give a clear update.
COMMERCE OPERATIONS
An order question should not become a morning’s work.
Order status, delivery changes and returns all need the same thing: connected actions that reach an outcome. Let Cention do the repeated checks and updates, with your team ready for the exceptions.
THE DIFFERENCE IN PRACTICE
45%Reduction in support tickets
3xFaster response times
25%Increase in cart recovery
Selected results reported by Cention. Customer identities are confidential. Outcomes vary by workflow and implementation.
FROM TRIGGER TO OUTCOME
Go beyond answering.
Get the work done.
01Order status+
THE WORKFLOW
An order-status request creates a case. Retrieve the order and carrier information, then send a useful update.
WHEN JUDGEMENT IS NEEDED
The order cannot be matched or the delivery information conflicts. A person continues the work in the same case.
THE OUTCOME
The requester receives an update; unresolved details stay assigned in the case.
02Delivery changes+
THE WORKFLOW
Find the order, check its fulfilment state and apply an eligible change through the connected systems.
WHEN JUDGEMENT IS NEEDED
The order has already shipped or the requested change needs approval. A person continues the work in the same case.
THE OUTCOME
The change and confirmation stay connected to the original request.
03Returns+
THE WORKFLOW
Identify the purchase, check the return conditions and coordinate the next action.
WHEN JUDGEMENT IS NEEDED
The item or request falls outside the policy. A person continues the work in the same case.
THE OUTCOME
The return proceeds with its decisions and supporting information in one case.
CAPABILITIES
Three places to start.
Delivery information
Connect to the relevant delivery data. Route missing or conflicting information to a person with the case context.
Returns
Check the policy, coordinate the return steps and keep records and the customer informed as the case progresses.
Handle the exception as part of the process.
A return outside policy or a delivery that cannot be located needs judgement. Give the person handling it the information and execution history already gathered.
See how the case keeps work together →FROM COMPLEXITY TO PROGRESS
What would you take off your team’s plate?
Bring one process to your demo. We’ll map the manual steps, show where Cention can do the work and identify where your people add the most value.