Solution · Logistics · Transport · E-commerce
Delivery exceptions handled the way the contract says
A failed delivery, a customs hold, a damaged pallet: each has a procedure and a customer promise. Ovenbird applies both to the shipment on screen.
Reads the documents you already have. Writes to no customer. One afternoon to set up.
Sounds familiar?
- Holds sit until someone chasesThe rule exists; nobody is counting.
- Each agent tells the customer something differentContracted notice windows applied by guesswork.
- Peak staff improviseThe SOP is learned by making the mistakes it prevents.
Where it shows up
- Parcel and e-commerceFailed delivery attempts, address issues, redelivery rules, when to refund or reship.
- Freight forwardingCustoms holds, missing documents, demurrage clocks, who pays what under the incoterm.
- Last-mile and fleetDriver incidents, vehicle breakdowns, the reallocation procedure and the customer notice.
- WarehousingStock discrepancies at dispatch, short shipments, the investigation and the customer credit.
- Cold chainTemperature excursions: hold, test, release or destroy, and who signs.
What changes
- The contract's clock, not the agent's guessNotice windows and escalation times per customer tier, from the service terms, as the next step.
- Carrier events read, not re-typedThe scan history, the hold reason and the chat thread read together; the answer cites which event decided what.
- Claims opened in timeDamage and loss claims with their evidence and deadlines as part of the same exception, not an afterthought.
- Seasonal agents ready in a dayTrained on your exception procedure with scenarios from the document, before peak.
- Procedure corrected from the floorThe exceptions agents handle outside the document become proposed edits, with the shipments behind them.
How it works
- 1
Point it at the documents you have
Confluence, Google Docs, Notion or a web page. No rewriting; Ovenbird reads the live version and shows which one it followed.
- 2
People ask on the work in front of them
In Slack, on the web or from the record: the one next step, the fact it depends on asked first, the paragraph quoted.
- 3
Corrections and training come from the same page
Every "this is wrong" becomes a proposed edit. Every procedure becomes a short course with refreshers and records.
Built for
- Operations directorExceptions by procedure, measured per customer tier.
- Customer service managerConsignees told inside the window.
- Claims leadCarrier claims filed on time.
What a pilot measures
- Customer notices inside the windowShare of exceptions where the consignee was told within the contracted time.
- Exceptions resolved by procedureCases closed following the documented branch, with evidence.
- Claims recoveredCarrier claims filed on time and their outcome.
Agreed before the pilot. Reported after 90 days, before and after.
Questions buyers ask
Does Ovenbird talk to the carrier or the customer?
No. It tells the agent what the procedure and the contract require next and what the notice must contain. Communication stays with the team.
Can it handle different rules per customer?
If the service terms are documented per tier or per account, yes: it asks which applies and follows that branch.
See it on one of your own documents
Paste a link to a procedure. The next step and the course exist the same minute.