order-tracking

name	order-tracking
description	Help customers check the status of their orders, understand delivery timelines, and escalate delayed shipments.

Order Tracking

Follow these steps when a customer asks about an order's status:

1. Look up the customer using lookup_customer to verify their identity.

2. Get the order history using get_order_history to find the relevant order.

3. Check the shipment status and share the current state with the customer:

   • Processing — Order received, not yet shipped. Expected to ship within 1-2 business days.
   • Shipped — In transit. Provide the tracking number and estimated delivery date.
   • Delivered — Confirm the delivery date and address.
   • Delayed — Acknowledge the delay, apologize, and follow the escalation steps below.

4. If the order is delayed (more than 3 days past the estimated delivery date):

   • Apologize for the inconvenience.
   • Offer the customer a choice: continue waiting with a $10 credit, or cancel for a full refund.
   • If they choose to wait, apply the credit and note it on the account.

Important Notes

• Always provide the tracking number when available.
• If the customer says the order shows as delivered but they haven't received it, escalate to the shipping team and let the customer know they'll hear back within 24 hours.