E-commerce
Answering Shipping Questions Without Misleading Customers
Help customers understand tracking, delays, and delivery expectations without guessing.
Roxi editorial · Practical guide
Separate order states
Explain the difference between a label being created, a package being handed to the carrier, and confirmed carrier movement. Only describe an order as shipped when the underlying evidence supports it.
Use authenticated tracking
Display the carrier, tracking number, and current status only through authorized order access. Do not ask customers to post private order details in public chat.
Prepare exception messages
Have approved language for missing scans, delays, returned packages, and address concerns. Escalate refund or reshipment decisions to an authorized workflow.