Prevent. Recover. Earn.
A birthday present stalls at a depot two days before the party. The customer doesn’t know yet — and whether they hear it from you or find out for themselves decides what happens next. PRE is how Hantera_ helps brands keep the promise after checkout: prevent what can be prevented, recover well when something still breaks, and earn trust in every moment in between.
- Tue 06:12Parcel stalls at the depotPrevent
- Tue 06:14Rerouted via an express carrierPrevent
- Tue 06:15Customer told: still arrives ThursdayPrevent
- Wed 16:40Customer asks for gift wrap. The agent sees the reroute and adds a handwritten noteEarn
- Thu 11:02Delivered on the day promisedEarn
After the sale, the customer is waiting.
For you, checkout is the end of the funnel. For the customer, it’s the start of waiting — for the parcel, the update, the refund, the answer. What happens in that wait decides whether they trust you with the next order.
Prevent
Act before the customer is affected, or left wondering.
Reroute a stuck order. Ship from the store that has the item. Tell the customer about a delay before they notice it. The best “where is my order?” is the one nobody needs to send.
Recover
When a promise breaks, own it and make it right.
Some things can’t be prevented. The item arrives broken; the carrier loses the parcel. Replace, reship, refund or escalate — quickly, with the whole story in front of you, and in a way that sounds like your brand.
Earn
Trust is earned in every moment, not just the last one.
A parcel that arrives when you said it would. An update before anyone asks. A recovery that goes a little further than expected. Earning isn’t a final step — it’s what prevention and recovery add up to.
Eight moments after checkout, before and with Hantera_
Showing: Before Hantera_
Explore the 8 scenarios
- Carrier delay
The parcel stalls. The customer notices first and writes in to ask where it is.
The delay is spotted at the depot. The customer hears it from you first, with a new date.
- Out of stock
The warehouse is short. An agent cancels the line and apologises.
The line ships from a store that has it. The parcel still arrives on time.
- Stuck order
An order sits in a failed handoff until the customer chases it.
The stuck order is flagged and released before anyone has to ask.
- Refund pending
The customer asks where the money is and gets an auto-reply promising an answer within 48 hours.
The customer is told the return has arrived and when the refund will land.
- Damaged item
An agent chases the warehouse, the carrier and the customer for photos. Three times.
The agent sees the order, the shipment and the history in one place, and replaces it on the spot.
- Wrong size
An automated return label, then an exchange someone has to remember to create.
The exchange follows your policy automatically, and the customer is kept informed at every step.
- Gift at risk
The birthday present will be late. Nobody knows until the customer calls, upset.
Someone is alerted in time to upgrade the shipping and give the customer a heads-up.
- Repeat issue
A loyal customer's second problem is handled like a first-time ticket.
The agent sees the history and has the authority to go beyond what the customer expected.
Don’t reduce interactions. Make every one count.
Less time chasing. More time for the customer.
When a customer does need a person, that person shouldn’t spend the conversation opening tabs, emailing the warehouse or asking the customer to explain it all again. With the order, the shipment and the history in one place — and the authority to act — the fix gets easy. The time that frees up goes back to the customer.
Nobody is trying to get customers off the line faster. The work behind each conversation just gets lighter.
The chasing
- Looking up tracking in three different systems
- Emailing the warehouse and waiting for a reply
- Copying order details into the help desk
- Asking the customer to explain it all again
The caring
- Time to listen to what actually went wrong
- The authority to fix it in the same conversation
- Room to go beyond what the customer expected
- Lessons that stop it happening next time
Bring us the order that went wrong last week.
Show us where it broke. We’ll show you where it could have been prevented, how it could have been recovered, and what it would have taken to earn the customer’s trust back.