Shipping and 3PL escalation guide (lost-in-transit, delivery exceptions, ASN and claims)
Internal 3PL/carrier escalation guide covering lost-in-transit, delivery exceptions, DNDR, ASN discrepancies, and claims.
Shipping and 3PL escalation guide
Use this guide to resolve carrier and 3PL issues: lost-in-transit, delivery exceptions, damaged-on-arrival, ASN discrepancies, and claim filing. Internal use only.
Triage flow
- Identify issue type
- Lost-in-transit (no scans for 5+ business days)
- Delivery exception (address issue, weather, customs)
- Delivered but not received (DNDR)
- Damaged on arrival
- ASN/receiving discrepancy at 3PL
- Collect artifacts
- Order number, tracking link, ship date
- Photos (damage), packaging details
- Customer statement and delivery location notes
- Decision
- Reship replacement
- Refund to original payment or store credit
- File carrier claim
Escalation steps
- Carrier tools: Start a trace after SLA (usually day 7 domestic, day 14 international). Open a ticket; attach proof of value (invoice) and shipment details.
- 3PL WMS: Check ASN status; compare expected vs. received quantities. Open Receiving Discrepancy case with photos.
- DNDR: Request neighbor check and safe-place review; obtain non-delivery affidavit if required.
SLAs
- Trace start: +7 days (domestic), +14 days (intl)
- Carrier claim resolution: 10–30 business days
- 3PL receiving discrepancy: 2–5 business days
Macros/snippets
Macro: SHIP-TRACE
Subject: We’re tracing your package
Body: Hi , we’ve opened a trace with the carrier for tracking . We’ll update you within 2 business days.
Macro: DNDR-AFFIDAVIT
Please complete this non-delivery affidavit: .