This October 2024 product announcement introduced expanded order tracking in Chad: customers could inspect separate shipments within an order and follow the tracking events reported for each package.
The distinction matters when an order does not arrive in one box. A delivered package does not necessarily mean every item in the order has arrived. Support conversations should identify the relevant shipment before deciding what to do next.
Understand the order and its shipments
Start with the order the customer is asking about, then identify which items or package they are missing. For a split order, compare the available tracking information for each shipment instead of answering from a single delivery status.
A useful response explains which package has arrived, which is still in transit and what the customer can do if the information does not match their experience. Avoid asking them to repeat details already available in the conversation.
Explain the latest tracking event
Tracking events describe reported progress, such as pickup or delivery. They are not a guarantee of a future arrival time. When there is no new scan, say what the latest available event shows and identify the next check or escalation.
If tracking reports a customs or delivery exception, explain the available information without promising a resolution that has not been confirmed. A clear next action is more useful than repeating the status label alone.
Handle mismatches with a clear handoff
Use a consistent process when a customer says the tracking information is wrong:
- Confirm which shipment and items are affected.
- Check the latest available tracking event and its timestamp.
- Record what the customer reports, such as a missing package despite a delivery scan.
- Route the request to the person who can investigate under the store's delivery policy.
- Tell the customer what happens next and when they should expect a follow-up.
These are suggested support practices, rather than a promise that every carrier provides every event or that every investigation can be automated.
Measure whether the answer helps
Review repeated “where is my order?” contacts and cases that reopen after a tracking response. The goal is to answer the customer's actual question, including what to do when a shipment needs attention.
Shipment visibility is one part of resolving customer questions on the first contact. For help checking tracking behaviour or availability in your store, contact the Chad team.
