Every Order is a Story
Published on , by Cristina
We’ve all been there—eagerly waiting for a package that’s supposed to make life easier or bring a little joy, only to open it and realize… something’s missing. That sinking feeling of frustration, disappointment, and the dreaded thought: How long will it take to fix this?
Some issues are beyond a business’s control—damaged shipments, supplier errors, warehouse mix-ups. But what is in their control?
The way they handle these issues.
Too often, businesses want to help their customers, but outdated, rigid systems tie their hands, leaving both agents and customers frustrated. That daily struggle can wear agents down, affecting their morale and the quality of the service they provide.
Hantera changes that. With flexible tools at hand, and the power to build the solutions they need, agents can resolve issues quickly and with confidence, turning a negative experience into a moment of trust. Whether it’s claims, returns, lost packages, exchanges, or even offering a small gesture like a gift card, Hantera helps businesses show customers they truly care.
Because great service starts from within. When businesses equip their teams with the right tools, they’re not just solving customer problems—they are building trust.
Read more about the flexible tools customer service agents have at hand in Hantera, here.
A woman, pregnant with her first child, begins shopping online for nursery essentials—ordering a crib, baby clothes, and accessories.
As she browses the catalog, Hantera provides real-time stock information and prices.
In the cart, she sees expected delivery times and costs. Since the crib is bulky, she opts for home delivery. Hantera provides expected delivery time and price based on address.
She applies a voucher code that unlocks a discount for buying 3 jumpsuits and getting one for free. Hantera validates the voucher code and recalculates the cart summary.
The purchase is completed with a single tap using Apple Pay.
Once the order is placed, Hantera plans the deliveries, makes stock reservation, authorizes payment, checks for duplicate orders, and finally confirms the order. The customer gets an automated e-mail with the summary.
After a few minutes, Hantera sends the picking order to the warehouse. The crib is dropshipped and the order is forwarded to the supplier.
During picking, it's noticed that the stock information has been wrong, and one of the jumpsuits are out of stock. The picker updates the stock information and puts the picking list aside.
The warehouse updates the stock information, which triggers Hantera to automatically put the delivery on-hold. An e-mail is sent to the customer asking whether they want to skip the product or wait for it to be restocked.
The customer clicks a link in the e-mail to confirm they are fine with waiting, and Hantera generates a gift card as compensation for the customer's trouble.
The crib arrives promptly straight from the supplier.
But during assembly, one piece is missing.
She goes online to submit a claim.
A customer service agent reviews the claim and confirms the problem. The claim is forwarded to the supplier that sends out a spare part.
Once the other products arrive, there are several issues. The package has been damaged in transit and one product is missing. Additionally, one of the jumpsuits doesn't match the color of the picture on the website.
She calls customer service that quickly refunds the missing product. Additionally, the customer receives a QR code to send the jumpsuit back.
As she hands over the return package to the supplier, Hantera notices and immediately schedules the sending of the exchange item.