Carrier Tracking & Shipping Follow-up Ownership
| Situation | Primary Owner | Responsibility |
|---|---|---|
| Order has shipped / in transit | Support (CX) | Check tracking, follow up with USPS, UPS, FedEx, DHL, or any other carrier, update the customer, and monitor delivery progress. |
| Pre-Shipment Orders (label created etc.) | Fulfillment (Venus) | Follow up with in-house production or external vendors, confirm production status, and provide shipping ETA updates. |
| Escalations / claim filing | Ops & Support Lead (Kai) | Handle carrier claims, lost-package escalations, delivery disputes, insurance claims, and operational exceptions. |
Workflow
1. Shipped / In Transit → Support
- Review tracking status for USPS, UPS, FedEx, DHL, and other carriers
- Contact the carrier for tracking follow-ups or delivery investigations
- Communicate updates to the customer
- Document all follow-up actions in the order notes
2. Not Shipped Yet → Fulfillment
- Verify production status
- Follow up with in-house production or vendors
- Confirm expected completion and ship date
- Escalate delays that exceed the standard production window
3. Escalations & Claims → Kai (Ops & Support Lead)
- File carrier claims (USPS, UPS, FedEx, DHL, etc.)
- Handle packages marked delivered but not received
- Resolve recurring carrier or routing issues
- Make replacement, refund, or escalation decisions when needed
Carrier Contact Numbers
UPS
- Customer Support: 866-493-7140
USPS
- Customer Support: 1-800-275-8777
- Claims: 1-866-974-2733
- Claims Hours: Mon–Fri, 8:00 AM – 8:00 PM ET / 7:00 AM – 7:00 PM CT
FedEx
- Customer Support: 1-800-463-3339 (1-800-GoFedEx)
This setup keeps Support focused on all post-shipment carrier communication, Fulfillment focused on production and vendor coordination, and Kai as the escalation point for claims, disputes, and operational exceptions across all shipping carriers.