When the parcel goes quiet, your team shouldn’t.
The customer was promised Friday. It’s Monday, the tracking page hasn’t moved in two days, and they’re about to write in. Hantera_ connects carrier events to the order, so your team sees the stalled parcel first, tells the customer before they ask and puts it right on the same order.
What was promised
What the carrier says
What happens next
A tracking link is not a plan.
Most order systems stop paying attention once the label is printed. The carrier knows where the parcel is. The customer knows when it was supposed to arrive. Your team finds out something went wrong when the ticket arrives, then has to piece the story together from the carrier portal, the order and the payment log.
At high volume, the same four situations come up every day:
“Where is my order?”
The parcel has stopped moving. The customer checks the tracking page twice, then writes in. By then you are apologising instead of informing.
“It never arrived.”
The carrier says delivered, or says nothing at all. Someone has to decide whether to reship, refund or wait — often without the full history in front of them.
“It came three days late.”
The customer kept the order but deserves something for the wait. The discount gets promised in a reply and fixed by hand in finance later — if anyone remembers.
“Why is it always this route?”
One stalled parcel is a service case. Hundreds a week are a carrier problem, but nobody sees the pattern when every case is handled in a different inbox.
The best “where is my order?” reply is the one you sent first.
Carrier events become part of the order, not another portal to check.
Hantera_ receives events from your carriers or transport system and matches each one to the delivery and the promise behind it. When a parcel stops moving, misses its date or reports a problem, your rules decide what happens next.
One view of the journey
Each event lands on the delivery it belongs to, next to what was promised, what was paid and what has already been done. Support answers from the order, not the carrier’s website.
Delays surface on their own
Watch for parcels that have gone quiet or passed their promised date. Rules can notify the customer, flag the order or open follow-up work without waiting for someone to notice.
Recovery follows your policy
A stalled delivery can trigger the next approved action: a customer update, a follow-up task, a replacement, compensation or another recovery path. The cases that need judgment reach your team with the order and carrier context already attached.
Carrier connections are set up for your carriers and logistics partners. See how integrations work →
A lost parcel should take minutes, not a week of emails.
When a customer says a parcel never arrived, the agent needs three things at once: what was sent, what the carrier last reported and what has already been offered. In most setups those live in three places, and the customer waits while someone checks them one by one.
In Hantera_, the carrier history sits on the order. The agent sees the last scan, picks the outcome your policy allows — a replacement, a refund, compensation or an outcome of your own — and the result is applied to the original order. Everyone can see what was already offered, so the same parcel isn’t replaced twice by two people on two different days.
What the order says
What the carrier says
What the customer says
What the business decides
Saying sorry with a discount shouldn’t create a finance problem.
Sometimes the right answer isn’t a refund or a replacement. The parcel arrived, just late, and the customer deserves something for the wait. In many systems the order is locked once it ships, so the goodwill discount becomes a voucher sent by hand, a manual credit note or an adjustment someone remembers at month-end.
Hantera_ never locks the order. Add a discount at any point, even after fulfillment, and automatic invoicing works out the difference and invoices it correctly. The compensation stays on the order that earned it, so support, finance and the customer all see the same number.
Original invoice
What changed
What invoicing does
Compensate on the spot
The agent who hears about the delay can make it right in the same conversation, within the limits your policy sets.
Or let your rules do it
Offer the same goodwill to every customer on a delayed shipment automatically — not only to the ones who complain.
Finance sees it once, correctly
The adjustment comes from the order, not a side spreadsheet. See how invoices and refunds stay connected →
One late parcel is a service case. A thousand are a carrier conversation.
Because every carrier event and every recovery lands on an order, the pattern becomes visible. See delivery times by carrier and market, which routes generate the most exceptions and what they cost you in replacements and goodwill. Then take that to the carrier, or change who gets the parcels.
Show us the parcel your team dreads.
The stalled consignment, the “delivered” parcel nobody received, the late order that deserved a gesture. We’ll show you how Hantera_ puts it right on one order.