Fulfillment exception desk

Investigate delayed orders and inconsistent shipping records in one queue.

Replaces: the exceptions spreadsheet and checking tracking pages by hand

Saltmarsh Home Goods · Fulfillment exception desk

Fulfillment exception deskSaltmarsh Home Goods

Callum WardFulfillment leadCW

Exceptions: 12; Open cases across both warehouses
Delayed: 7; Shipping late or past the promised date
Resolved: 31; Closed on delivery evidence, last 30 days

Customer	Problem	Promised	Status
Hannah Pruitt	Label made, no scan 4 days	Nov 13	Stuck
Renee Castillo	Not shipped, bowl backordered	Nov 15	Late dispatch
Jordan Ames	Split shipment, 2 of 3 items sent	Nov 16	Check
Owen Bradley	Shipped, not marked in Shopify	Nov 17	Check
Lena Hart	Marked delivered, not received	Nov 8	Waiting on carrier
Theo Marsh	FedEx weather delay	Nov 12	Customer updated
Grace Lin	Returned: unit number missing	Nov 13	Awaiting reply
Mia Torres	Delivered after delay	Nov 10	Closed

Showing 8 of 43 cases

Ran today at 9:00 AM

Matched 214 Shopify orders to 231 ShipStation shipments from the last 14 days
Ignored 3 repeated ShipStation events; no duplicate cases opened

Order #10482

USPS Priority · label printed Nov 10, no acceptance scan

Stuck

Customer update, drafted for review

To: Hannah Pruitt <hannah.pruitt@gmail.com>
Subject: Your order #10482 is running late

Hi Hannah, Your order #10482 (the sea glass mugs and a linen tea towel) was packed on Nov 10, but USPS hasn't scanned the package since we printed the label. It was due to reach you by Nov 13, and we're sorry it's late. We've asked USPS to trace it. If it still hasn't moved by Sunday, we'll send a replacement at no cost and you won't need to do anything. Callum Ward Saltmarsh Home Goods

Order: #10482 · $86.00 · placed Nov 8 in Shopify
Items: Sea glass mugs, set of 2 ($52.00); linen tea towel, oat ($24.00); shipping $10.00
Shipment: ShipStation label 9405 5036 9930 0412 7781 23, USPS Priority Mail
Warehouse: Odoo shows packed at Reno on Nov 10 and handed to the dock
Carrier status: Pre-shipment: label created, no USPS scan since Nov 10
Promised delivery: Nov 13
Reason: Stale tracking, not a confirmed carrier delay
Owner: Callum Ward

History

Nov 14Case escalated: no scan 4 days after the label
Nov 13Promised delivery date passed
Nov 12Case opened: no carrier scan 2 days after the label
Nov 10Label printed in ShipStation; packed at Reno
Nov 8Order placed in Shopify

Runs on its own

Opens cases from order and shipment data

Every hour it pulls orders from Shopify and shipments from ShipStation, matches them line by line, and opens one case per problem: missing tracking, late dispatch, stale scans or conflicting statuses.

Waits for you

Refunds and messages to customers

Refunds, reshipments, order changes and every message to a customer wait for your approval. A label never counts as shipped, and a case closes only on delivery evidence.

Works with

Shopify
ShipStation
Odoo
Gmail

What it keeps track of

Order: Line itemspromised dateShopify status
Shipment: Carriertracking IDquantities shippedlast scan
Exception case: Reasonevidenceownerresolution
Customer update: Draftapprovalsent date

Make it yours

More apps like this

All 42 apps