Solution · Logistics & transport
Delivery exceptions, claims and holds handled the way the contract says
A customs hold sits until someone chases. A damage claim misses the carrier's window. Each agent tells the consignee something different. Ovenbird reads the shipment, the SOP and the customer's terms, and gives the agent the next step with the clock.
Reads the documents you already have. Writes to no customer. One afternoon to set up.
Sounds familiar?
- Holds sit until someone chasesThe 48-hour rule exists; nobody is counting.
- Claims miss the windowEvidence collected late, recovery lost.
- Seasonal agents improvisePeak staff learn the SOP by making the mistakes it prevents.
The procedures you already have
- Delivery exceptionsFailed delivery, wrong address, refused goods: the branch, the retries, when the customer is told what.
- Damage and loss claimsEvidence to collect within the carrier's window; what the claim must contain.
- Customs and compliance holdsWhich documents, who is notified, how long before it becomes an escalation.
- Carrier escalationWhen a late shipment goes to the carrier manager, and with what.
What changes
- Delivery exceptionsTodayRetries and customer messages vary by agent.With OvenbirdThe branch for this failure type, the retry rule, what the consignee is told — from the SOP.
- Damage and loss claimsTodayClaims miss the carrier's window.With OvenbirdThe evidence to collect today and the claim contents, as the next step on the shipment.
- Customs holdsTodayHolds sit until someone chases.With OvenbirdThe documents, who is notified, the 48-hour rule quoted.
- Carrier escalationTodayLate shipments are escalated by feel.With OvenbirdWhen it goes to the carrier manager and with what.
- Across all fourWhen an SOP changes with a new carrier contract, every version is kept with a plain-words summary; agents trained on the old one are told what's different; the simulation shows where exceptions pile up before peak season.
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 resolved by procedure, measured per customer tier.
- Customer service managerConsignees told inside the contracted window, every time.
- Claims leadCarrier claims filed on time with the evidence attached.
What a pilot measures
- Claims filed lateClaims rejected for missing the carrier's window.
- Exceptions escalated twiceCases bounced between teams.
- Time to first unaided caseDays before a new agent handles exceptions alone.
Agreed before the pilot. Reported after 90 days, before and after.
Questions buyers ask
Does it contact the carrier or the consignee?
No. It tells the agent what the SOP and the contract require next and what the notice must contain.
We have different rules per customer.
If the service terms are documented per tier or account, it asks which applies and follows that branch.
Can it read our carrier events?
Through your helpdesk or tracking records linked from the case; the integrations page lists what is connected today.
See it on one of your own documents
Paste a link to a procedure. The next step and the course exist the same minute.