Order escalations
Takes the angry 'where is my order?' call and — while the customer is still on the line — calls the warehouse and the carrier in parallel, verifies the real answer, offers only what's confirmed, and saves the sale.
The customer can hold for two minutes
the truth takes your team two days.
The tracking page is where answers end
The agent reads the customer the same stalled tracking page they already saw. The real status lives at the warehouse and on the carrier's dock — reachable by email ticket, in days.
Offers made on hope
Under pressure, agents promise 'it should arrive soon' with nothing behind it. The second missed promise costs more than the first — now you're a company that says things.
By callback time, it's a cancellation
The customer who asked a question on Monday is canceling by Wednesday. Every hour between question and answer converts frustration into churn.
The answer existed — at the warehouse, on the carrier's dock. Nobody could reach it during the call.
One call in. Two calls out — at the same time.
- Order #48291: $3,955 · French-door refrigerator, promised yesterday
- Premium customer · 9 orders across 4 years
- Tracking stalled — no scan since dispatch
"It was supposed to arrive yesterday and I still don't have it. Where's my order?"
"I'll check directly with the warehouse and our delivery partner right now — not just the tracking page. Give me one moment."
- Warehouse confirms: left dock 12 four days ago, clean records
- Carrier admits: truck breakdown — held at the Dallas hub
- Revised ETA pinned: four days, noted against the shipment
On line one: confirms shipment #48291 left dock 12 four days ago — no damage, clean handoff.
On line two: carrier admits a backlog after a truck breakdown; realistic estimate to Austin, four more days.
Reports back honestly: held at the carrier's Dallas hub, four more days — and apologizes for the missed promise.
- Cancel requested — offered immediately, no friction
- Express eligibility — premium, but only if the carrier commits
"Four days? I've already waited a week. I'd like to cancel the order."
Back on line two: "Can you commit to 48 hours — not best effort? We only promise what you commit to." The carrier confirms: firm.
Fast-tracked to 48 hours, installation moved up to Thursday 11 AM, $50 service credit — and a full-refund guarantee if the window is missed.
- Every claim sourced: dispatch, backlog, commitment — verified live
- Guarantee logged: $3,955 auto-refund if the 48 hours slip
Writes the full run to the customer's timeline: both carrier calls, the commitment, the credit, the guarantee.
Carrier breakdowns like this roll up weekly — with the cost of every saved and lost order attached.
Same call. Different ending.
| Moment | Before Clarwiz | On Clarwiz |
|---|---|---|
| The answer | The tracking page, read aloud. | The warehouse and the carrier, called live. |
| The hold | 'Let me transfer you' — then a callback queue. | Two minutes, while both calls run in parallel. |
| The promise | 'It should arrive soon,' fingers crossed. | Only what the carrier committed to, on record. |
| The cancel moment | Processed. Revenue and appliance both gone. | A verified 48-hour save — cancel stays one word away. |
| The record | 'Cust upset, will check' in a notes field. | Both calls, the commitment and the guarantee, on the ticket. |
Is the customer just on hold while all this happens?
Are the outbound calls really parallel?
What if the carrier won't commit to anything?
Can it give compensation, like the $50 credit?
What do we need to integrate before a demo?
See this run on your own data.
Thirty minutes, nothing connected.
We take this process, connect nothing, and show you the run end to end on your real conversations and orders. When you're ready, go live at the autonomy level you choose.