Guide · By industry

Delivery updates and claims as tickets, for logistics teams

In short

Half of a courier’s WhatsApp is “where is my parcel?”, and the rest is a parcel that went wrong. Answer the general questions from pages you keep current, take the tracking number for anything about one parcel, and make each missed, late or damaged delivery a ticket with a priority and a clock that pauses while a hub or a partner checks.

Reviewed 9 November 2026. Terms used: Ticketing system, SLA (service level agreement), WhatsApp 24-hour window.

Seven steps from a parcel question to a closed claim

For couriers, 3PLs and in-house delivery teams.

  1. Publish the answers to general questions

    Cut-off times, delivery areas, charges, what happens after a missed delivery and how to claim for damage. Keep them as short pages and change them before peak season, not after.

  2. Take the tracking number first

    For anything about one parcel, ask for the tracking number and what happened, with a photo if it’s damaged. Nobody can help without it, and asking later costs a day.

    A parcel problem, taken at night

    Send your tracking number and what happened.

    We’ll check it from 8 am and reply here.

  3. Make each problem a ticket

    One ticket per parcel problem, in a category such as Delivery › Missed delivery or Damaged on arrival, with a priority. A damaged claim waits on photos and a hub; a missed delivery needs a reply the same morning.

  4. Set targets you can keep

    Give each priority a first-reply and a resolution target, counted in your working hours. Agree them with the team before you promise them to customers.

  5. Pause the clock while someone else checks

    When the ticket is waiting on the hub, the courier partner or the customer’s photos, set it to waiting so the resolution clock stops. Restart it when the answer comes.

  6. Send updates inside WhatsApp’s rules

    Inside the 24-hour customer service window you can reply with any message. After it, a delivery update must be an approved template; Meta puts updates about an existing order in the utility category.

    A redelivery template, as submitted

    Hi {{1}}, we will deliver parcel {{2}} again on {{3}}.

    Reply here if you need a different day.

    Samples: Kumar · MY0042817 · Friday

  7. Look at claims by hub, not only by agent

    Each week, count tickets by category and hub. A run of damaged parcels from one hub is an operations problem to fix at the hub.

How it works in Axonave

Parcel questions answered at night, parcel problems on tickets.

Axonave doesn’t connect to tracking or courier systems, so it never guesses where a parcel is. The AI answers general delivery questions only from your published articles and names its source. A Leave a message step takes the tracking number and what happened, and makes a ticket in the category and priority you set, with the chat linked. SLA policies match tickets by priority and channel, can count your working hours only, and pause while the ticket waits on the customer or a third party. Your team replies on WhatsApp from the ticket, and a reply after the window goes as your approved template.

See Logistics

  1. A warning before a target, a bell on a breach
  2. Tickets held after hours, then assigned at opening
  3. Shippers’ emails as tickets on your own mailbox

WhatsApp · 11:40 pmAfter hours

  1. Customer: Hi, my parcel was due today and it hasn’t come. Where is it?
  2. Reply: A parcel that misses its day goes out on the next working day. Source: Missed deliveries
  3. Customer: Tracking number SP-2207-5531. Can someone check?

  4. Ticket opened“Delivery › Missed delivery · High”

  5. Our team checks it from 8 am

    The ticket holds the tracking number and the chat. The customer gets a confirmation now.

Illustration. How a parcel question after hours becomes a ticket. The words, the number and the times are examples.

Common questions

Can the bot tell a customer where their parcel is?

No. Axonave doesn’t connect to tracking systems. It answers general questions from your articles and takes the tracking number for your team to check.

Can damaged-parcel claims have a different target?

Yes. Open them at a priority with its own SLA policy, and the right targets follow the ticket.

Can business shippers raise tickets without WhatsApp?

Yes. By email to your connected mailbox, or on the support form, and they follow their tickets in the customer portal.

Keep reading

In Axonave

Terms explained

  • Ticketing system

    A ticketing system turns every customer request, whether it came by email, chat or a form, into a ticket: a record with a reference number, an owner, a status and a priority, kept until the problem is solved.

  • SLA (service level agreement)

    An SLA (service level agreement) is a promise about how fast you’ll respond to a customer and how fast you’ll resolve their request.

  • WhatsApp 24-hour window

    The 24-hour window, which Meta calls the customer service window, opens when a customer messages your WhatsApp Business number.

More guides

  • WhatsApp for online stores

    Most WhatsApp messages to an online store are about one order: where it is, when it comes, what to do when it arrives damaged.

  • SLA metrics to track

    Track how fast customers hear from a person (first response time), how long until the problem is solved (resolution time, without the time you waited on them), and the share of tickets that met their target (SLA compliance).

  • WhatsApp template messages

    A WhatsApp template is a message you write in advance and submit to Meta for review, with spaces for details such as a name or an order number.

  • All 39 guides

Sources, checked 9 November 2026

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