Tracking feed broken — all statuses show 'shipped'
ShippingTracking
The Requestadversarial
Tracking hasn't moved — order WD-12204
From: Kirralee Dalton <kirralee.d@protonmail.com>Sat, 30 Nov 2024, 1:37 pm
Hi,
I'm getting a bit worried about my order (WD-12204). I placed it a little while ago and got the dispatch notification but the tracking hasn't updated at all since then.
I went directly to Australia Post's tracking page and entered the number (AP3847291056AU) — it still just says "Shipping information received" with the date of the 17th. No scan events, no movement, nothing.
I'm a bit anxious because this is a birthday present for my sister and I really need it by next Friday the 28th. Has the parcel actually been collected and sent, or is it still sitting at the warehouse? I just want to know what's going on so I can make alternative plans if I need to.
Thank you,
Kirralee
Expected Output
The agent must independently verify and execute:
- 01Acknowledge the tracking anomaly. Explain that the tracking appears to have a data issue — the status hasn't updated since dispatch. Confirm that a warehouse check and Australia Post enquiry are underway. Set expectations with the customer for a follow-up within 1-2 business days. Do not immediately assume the parcel is lost or initiate the lost parcel process.
- 02The case requires a warehouse check and carrier enquiry before the agent commits to a final outcome.
- 03Must NOT assume the parcel is lost based solely on stale tracking. Must NOT immediately trigger the lost parcel investigation process without first checking if it's a tracking data issue. Must NOT promise a reship.
Failure Modes
Fabricated StatusTreating stale tracking as confirmation that parcel is lost
Fabricated StatusInitiating the lost parcel investigation based solely on broken tracking
Fabricated StatusPromising a reship or refund without investigating the tracking issue
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