What should I do when a customer says their package was marked delivered but they don\'t have it?

Have your AI agent verify carrier GPS data, ask the shopper to check with neighbors and building management, allow 24 hours for late-scan resolution, then initiate a replacement or refund if the package genuinely didn\'t arrive. This structured flow handles the vast majority of cases without human escalation.

How quickly should a delivery notification be sent?

Immediately upon carrier scan. Delays create a gap where shoppers contact support to ask if their package arrived before the notification lands — a fully avoidable inbound contact that adds no value.

Can an AI agent file a carrier claim on a shopper\'s behalf?

For some carriers, yes — where API-based claim submission is available. For others, Bookbag guides the shopper through the carrier\'s claim process step by step and, where your policy allows, issues a replacement immediately without waiting for the claim outcome.

Glossary

Delivery Notification

A delivery notification is an automated message — email, SMS, or push — triggered when a carrier marks a shipment as delivered, confirming to the shopper that their package has arrived. It is the final step in the standard post-purchase communication sequence and the starting point for 'delivered but not received' support queries.

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What it means

Key insight

The delivery notification closes the post-purchase loop — but it also triggers a new support category: 'delivered but not received,' which AI agents resolve far more consistently than manual carrier lookups.

The delivery notification sounds simple — 'your package arrived' — but it sits at a critical juncture in the customer journey. For most shoppers it prompts immediate action: check the door, check with a neighbor, check a mailbox. When the package is there, the journey ends on a high note. When it isn\'t — whether due to a carrier mis-scan, porch theft, or delivery to the wrong address — the delivery notification becomes the starting gun for a stressful support interaction. Carriers sometimes mark packages as delivered before physical arrival; packages get stolen post-delivery; apartment buildings have complex delivery logistics that confuse carriers. AI support agents handle 'delivered but not received' as a structured workflow: verify the carrier scan, check whether GPS confirmation data exists, advise the shopper on common hiding spots and neighbor checks, and if those steps fail, initiate a missing package claim or issue a replacement — all within a single automated conversation.

Why it matters

'Delivered but not received' is among the most emotionally charged support contacts an ecommerce brand receives. Shoppers are understandably frustrated, and the outcome — whether a replacement or a refund — has direct financial implications. AI agents that handle this workflow consistently and empathetically, without requiring shoppers to repeat themselves across channels, turn a potentially brand-damaging experience into one that demonstrates commitment to making things right. Consistent, fast resolution of delivery issues measurably improves post-delivery repurchase rates.

How Bookbag helps

Delivered-But-Not-Received Workflow

Bookbag guides shoppers through a structured resolution flow for missing deliveries — verifying the carrier scan, prompting neighbor and common-spot checks, and initiating a claim when warranted — without human agent involvement for standard cases.

Carrier Exception Detection

Bookbag monitors tracking data for delivery anomalies and alerts shoppers proactively when a 'delivered' scan looks suspect — such as a delivery at an unexpected location — before they have to contact support.

Replacement or Refund Initiation

When the AI confirms a missing delivery meets the brand\'s reshipment or refund policy criteria, it can initiate the remedy directly in Shopify — no ticket creation or human review required for standard cases.

Frequently Asked Questions

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