Order Status, Production Status and Delivery Confirmation
Article Type: Internal Process Audience: Support Agents Visibility: Internal Only Category: Orders & Account Management Section: Order Changes & Corrections
Overview
Use this article when a customer contacts support about:
- Wanting to know where their order is
- Confirming whether their order is in production
- Asking for a tracking number or delivery update
- Confirming or correcting their delivery address
This article helps agents to:
- Look up order and production status quickly
- Provide accurate delivery updates
- Correct a delivery address before dispatch
Checking Order Status
- Ask for the order number (and/or email address if order number not available)
- Look up the order in the system
- Report the current status to the customer:
- Order received — waiting to enter production queue
- In production — being manufactured, delivery within [X] days
- Dispatched — provide tracking number
- Delivered — confirm delivery address and date
Internal Note Example:
Customer enquired about status of order #[ORDER]. Status: in production. Estimated dispatch [date]. Customer informed.
Providing Tracking Information
When the order has been dispatched:
- Locate the tracking number in the system
- Identify the carrier (PostNord, DHL, etc.)
- Send the tracking link to the customer
- Note that tracking may take up to 24 hours to update after dispatch
Correcting a Delivery Address
If a customer wants to change or correct their delivery address:
- Check if the order has already been dispatched
- If not dispatched: Update the address in the system, confirm change to customer
- If dispatched: Contact the carrier if possible to redirect — this is not always possible. Inform the customer and manage expectations.
Internal Note Example:
Customer requests delivery address correction for order #[ORDER]. Order not yet dispatched. Address updated from [old address] to [new address]. Customer confirmed.