Who this is for
Owner of a small online store who answers tracking emails by hand and finds big helpdesk tools too much for their volume.
Tracking questions take a large part of your inbox time, and a reply built from old tracking data once told a customer the wrong thing.
The result
You get eight templates (four replies, four hand-over notes), a map of the order and tracking fields each one uses, and a pre-send check that sends any draft with a mismatched value to a person. It is proved on 30 anonymised orders you send, 8 of them traps you plant.
What is included
- Eight delivery states: label created, in transit, out for delivery, delivered, delivered-not-received, stuck over a stated number of days, returned to sender, address change asked
- One reply template per state, filled from named order and tracking fields; for the four states that need a person, the template is a hand-over note to you, not a customer reply
- A pre-send check: any value in the draft that differs from the live order sends the draft to a person
- A 30-record test file built from order rows you send with names and addresses removed; you plant the 8 traps and keep 10 records sealed from us until the test run
You receive
- The state table
- Eight templates: four customer replies and four hand-over notes
- The field map
- Pre-send check steps
- The 30-record test file, key and results
What is not included
- Sending any reply, or connecting to your store or carrier
- Refunds, cancellations or reshipping decisions
- Promising a delivery date the carrier has not given
- Chasing carriers or filing carrier claims
- Live tracking pages or apps
- Real customer or address data
What we need from you first
- Which carriers you use and how tracking is stored on the order
- Roughly how many tracking emails you answer a week
- The delivery states you see most
- No customer data
Never send passwords, keys, customer records or confidential code in the first enquiry. Secure handover is agreed after scoping.
How we check it is done
- Of 30 anonymised order-and-tracking records, 8 are traps you plant (stale status, missing tracking number, split shipment, partial delivery, wrong carrier, delivered-but-missing, pre-order, out of stock). All 8 traps go to a person; 8 of 8 is a smoke test, at least 68% with 95% confidence.
- All 22 non-trap drafts quote the correct status and date from the record (22 of 22, a true rate of at least 87% with 95% confidence).
- No draft promises a delivery date the carrier has not given; one such draft fails the whole test.
- The pre-send check flags a planted mismatch between a draft value and the live value in 5 of 5 repeat runs.
You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
When we would stop or decline
- The plan is to send replies automatically with no person checking
- The plan includes automatic refunds or cancellations
- Carrier status is not available to you in any export or screen
- The anonymised rows still contain customer names or addresses
Questions
Will it send emails for me?
No. It drafts. A person sends every reply.
What about "delivered but I never got it"?
That state goes to a person. It can become a dispute, so its template is a hand-over note to you, not a customer reply.
Does it connect to my store?
No. It works from anonymised rows you send. You apply the templates in your own inbox or helpdesk.
Does a pass mean it will be right next month?
No. A pass describes items like the test sample on the day of the test. It is not a promise about future items, and it does not replace your own checking.
Price and terms
£149 · untested offer price. £149 after the agreed acceptance checks pass and you sign off. No payment before sign-off.
This is a new service with no published client results. The price is a starting point we have not yet tested with buyers. Nothing is ordered or charged by the enquiry. The full specification is on the Synthetic Industry catalogue.