This guide provides a structured approach to troubleshooting delayed shipments. It outlines step-by-step procedures for verifying fulfillment in NetSuite, reviewing carrier tracking information, contacting the warehouse, initiating carrier investigations, and escalating to supervisors when necessary.
Protocol for Resolving Delayed Shipments
Here's a clear step-by-step recommendation for what to do if you see an order in ConnectHub that shows as shipped two days ago but has no updated tracking information:
Check NetSuite for Fulfillment Confirmation
Why
NetSuite is typically the system of record for order fulfillment.Action
Look up the order in NetSuite and confirm:If the fulfillment was completed.
If a tracking number was generated.
Which warehouse fulfilled the order.
Review Tracking Details
Why
Sometimes tracking numbers are generated but not yet scanned by the carrier.Action
Copy the tracking number and manually check it on the carrier’s website (UPS, FedEx, USPS, etc.).If the carrier site shows “Label Created” but no movement, the package may still be at the warehouse.
If the site shows no information at all, the label may not have been transmitted or scanned.
Contact the Warehouse
Why
They can confirm if the package actually left the facility.Action
Email or call the warehouse team and reference the order and tracking number.Ask if the package was picked up by the carrier.
Request any additional scan or dispatch confirmation.
Create a Case with the Carrier
Why
The carrier may be able to locate or escalate delayed or missing shipments.Action
Submit a case or ticket with the carrier providing:Tracking number
Ship date
Ship-from and ship-to address
Description of package (if needed)
Escalate to Supervisor
Why
If this is a critical order or the customer is frustrated, leadership may approve a no-cost reshipment.Action
Contact your supervisor with all your findings and recommend a no-charge replacement, if appropriate.Include evidence: NetSuite fulfillment, warehouse confirmation, tracking status, and customer urgency.
Summary Decision Tree
Use this summary decision tree as a quick reference to determine the appropriate next steps when an order shows delayed or missing tracking information. It helps guide you through checking NetSuite, contacting the warehouse, filing carrier investigations, and escalating urgent cases to supervisors efficiently.C
Condition
NetSuite shows fulfilled but no tracking update.
Check tracking site.
Tracking says "Label Created" only.
Contact warehouse.
Warehouse confirms it shipped.
File carrier investigation.
Carrier can't locate, customer needs it fast.
Escalate to supervisor for $0 reship.