Order Handling, Shipping, and Customer Service
Domain 7: Order Handling, Shipping, and Customer Service
This domain tests the clock: ship-by dates, tracking, and buyer communication. Most failures are timing failures.
The order clock
Every order has an expected ship date based on handling time and the delivery estimate. Late shipment rate and valid tracking rate are measured. A tracking number must be valid and scanned by the carrier; a label created but not scanned does not count. Cancellations initiated by the seller for out-of-stock count against the cancellation rate.
Customer service
Buyers expect a response within 24 hours on business days. Messages should be factual, avoid promises outside policy, and never ask a buyer to change a review in exchange for a refund.
Worked example
A seller has a 2-day handling time but ships on day 4 because of a weekend. The order is late. Correct fix: set handling time to reflect actual capacity, use carrier pickup scans, and monitor the ship-by date. Do not mark as shipped before handing to the carrier.
Traps
Buying tracking numbers that are never scanned; using "shipped" status without carrier acceptance; promising delivery dates outside the platform estimate; and asking buyers to close claims.