Missing or late delivery claim
How do we handle a missing or late delivery claim by checking the carrier data, deciding a trace or a reshipment by rule, and updating the order?
Answer from the carrier's data and decide by rule. When a customer asks where their order is or reports it missing, Callvu identifies them and prefills the order with the carrier's live tracking (the scans, the estimated delivery, the delivery confirmation with its photo or signature, the exceptions), classifies the situation (in transit on time, delayed past the promise, delivered with proof, delivered without proof, lost in transit, returned to sender, delivered to a wrong address), applies the policy by rule (the waiting period after the estimated date, the trace with the carrier, the reshipment or the refund thresholds by value and the customer's history), chases the customer for what only they can confirm (a check with neighbors or the building, the delivery photo), routes a claim above the threshold or on a flagged account to the order desk in the Decision Desk, and writes the trace, the reshipment or the refund to the order management system, the system of record, with the customer told the next step and when.
In scopeComplex: multi-party handoffsCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The agent reshipped a parcel the carrier's photo showed on the customer's doorstep, and the second one was claimed too.
Where is my order is the largest contact driver in retail, and the missing-parcel claim is its expensive end. The agent sees a tracking page, hears a frustrated customer, and reships or refunds to end the call. The carrier's data (the delivery photo, the signature, the geolocation of the scan) is not in front of them; the customer's claim history is not either. The loss rate climbs and the honest customer waits as long as the dishonest one.
The claim is a classification on the carrier's data: in transit, delayed, delivered with proof, delivered without proof, lost, misdelivered. Each has a policy: wait, trace, reship, refund, with thresholds by value and history. The Mail Order Rule sets what the retailer owes when it cannot deliver on time; the card network rules set what proof of delivery means in a dispute. The decision should be the rule's, with a person for the edge.
A claim decided on the carrier's evidence treats the honest customer well and the pattern claimant fairly.
How it runs
From the requestto the system of record.
A customer asks where their order is or reports it not delivered, in any channel, or the tracking shows an exception. Callvu identifies them and opens the claim.
- Customer
- Asks, confirms what only they can (a check with neighbors or the building, the delivery photo), and receives the outcome.
- Order desk
- Decides claims above the threshold or on flagged accounts in the Decision Desk.
- Carrier
- Supplies the tracking and the proof of delivery, and runs the trace.
- Callvu
- Prefills, classifies, applies the policy, chases, routes and writes.
Prefill and classify
The order, the shipment and the carrier's live tracking (the scans with times and locations, the estimated delivery, the delivery confirmation with its photo, signature or geolocation, the exceptions) and the customer's claim history are prefilled; the situation is classified: in transit within the promise (answer with the date), delayed past the promise, delivered with proof, delivered without proof, lost in transit (no scan for the policy's days), returned to sender, or delivered to a wrong address per the photo.
Apply the policy and chase
The policy applies by classification: a delay gets the new date and the Mail Order Rule consent or cancellation where the promise is missed; a delivery with proof is shown to the customer with the photo and they are asked to confirm a check with the household, neighbors or the building; a delivery without proof or a lost parcel starts a carrier trace or, below the value threshold on an account in good standing, a reshipment or refund by rule; the customer is chased for what only they can confirm, with the trace's timing explained.
Decide
A claim within the thresholds resolves by rule; a claim above the value threshold, a delivery with proof the customer still disputes, a customer above the claim-rate threshold, a high-risk address or a pattern goes to the order desk in the Decision Desk with the carrier's evidence and the history and only the allowed outcomes (reship, refund, wait for the trace, require a signed declaration, or decline with the reason and the dispute path).
Write back
The trace, the reshipment or the refund is written to the order management system, the system of record, against the order with the classification and the carrier's evidence, the carrier claim is filed for the retailer's recovery where the carrier is liable, the customer is told the next step and when, and the pattern feeds the fraud rules and the carrier performance review.
Where it ends: The claim was classified on the carrier's evidence, resolved by the rule within thresholds and by the order desk above them, and the order management system holds the outcome with the evidence and the carrier claim. The Decision Trace shows the classification, the policy applied and any decision; the Audit Trace shows the request, the carrier data, the customer's confirmations and the write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel, including the AI assistant answering in-transit questions from the carrier data; the customer confirms on a secure screen.
The back office
The order desk decides only claims above the thresholds or with disputes and patterns; the carrier claims are filed from the record.
The Decision Desk
- A claim above the value threshold, a disputed proof of delivery, a customer above the claim-rate threshold, a high-risk address or a pattern goes to the order desk in the Decision Desk with the evidence and only reship, refund, wait for the trace, require a signed declaration, or decline with the dispute path.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Callvu classifies each request into a unit of work (work type, skill, effort, due date) the moment it lands.
HND-02 · Self-asserted · verified 2026-11-02
When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.
CAP-07 · Self-asserted · verified 2026-11-02
A process can run a timer that tracks a regulatory clock, such as a response or disclosure deadline, and act when it runs out.
CAP-13 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What if the carrier shows it delivered?
The customer is shown the proof (the photo, the signature or the scan location) and asked to confirm a check with the household, neighbors or the building; a continued dispute goes to the order desk with the evidence and the customer's history.
When is a parcel treated as lost?
When there is no scan for the policy's days after the last one; a trace starts with the carrier, and below the value threshold on an account in good standing the reshipment or refund proceeds by rule.
What does the Mail Order Rule require on a delay?
A notice with the revised date and the customer's consent, or a cancellation with the refund within seven working days for a card order.
Related processes
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