Automated Shipping Exception Handler with Carrier Feedback
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Solution Overview
Problem
Customers are often unaware of shipping errors and must actively track shipments to detect issues, leading to frustration and potential loss of business for the seller, as conventional methods lack timely notification and customer feedback integration for resolving delivery exceptions.
Innovation Solution
An automated exception event handler that proactively monitors incoming messages from carriers, detects delivery exceptions, and executes corrective measures such as refunds, replacements, or customer feedback without user solicitation, using a customizable ruleset to address various shipping issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated exception event handler is implemented, then resolution speed and customer satisfaction improve, but system complexity increases
Solution Approach 1:
The exception event handler automatically detects delivery exceptions, determines exception types, selects corrective measures, and executes resolutions without human intervention. The system serves itself by monitoring carrier messages, applying rulesets, and automatically implementing corrective actions such as refunds, replacements, or rescheduling, thereby achieving fast resolution speed while managing complexity through automation rather than manual processes
Solution Approach 2:
The system continuously monitors incoming messages from carriers regarding shipment status and automatically responds to exceptions. By establishing a closed-loop feedback mechanism where the system detects exceptions, determines appropriate responses based on predefined rules, executes corrective measures, and verifies resolution, the patent achieves rapid automated resolution while structuring complexity through systematic feedback handling
2Loss of time
If continuous monitoring of carrier messages is implemented, then exception detection timeliness improves, but information processing load increases
Solution Approach 1:
The system pre-configures rulesets that define exception types, criteria for identification, and corresponding corrective measures before monitoring begins. By having predetermined response protocols and classification frameworks in place, the system can rapidly process incoming carrier messages without requiring complex real-time decision-making, thus achieving timely exception detection while managing processing load through pre-established decision logic
Solution Approach 2:
The monitoring system divides incoming carrier messages into distinct segments or categories based on message type, carrier, shipment ID, and exception indicators. By segmenting the information stream and processing only relevant portions based on predefined criteria, the system achieves timely detection of specific exceptions without unnecessarily processing all incoming data, thereby reducing overall processing load while maintaining detection effectiveness
3Ease of operation
If automated corrective measures are executed, then customer satisfaction improves, but control over resolution process decreases
Solution Approach 1:
The system dynamically adjusts its operation mode based on exception type and severity. For routine exceptions with clear resolution paths, the system executes automated corrective measures immediately. For complex or ambiguous exceptions, the system can transition to a state where it solicits customer feedback or waits for manual approval before executing corrective measures. This dynamic adaptability allows the system to maintain high customer satisfaction through automated resolution while preserving control flexibility when needed
Data Source
AI summary
A system can include one or more processors and one or more non-transitory storage media storing computing instructions that, when executed on the one or more processors, cause the one or more processors to perform operations including: receiving an incoming message stream from one or more carriers; parsing respective content within each incoming message; retrieving a respective code identifying whether a respective delivery exception occurred; translating the respective code to determine whether to take respective corrective measures for the one or more carriers when respective delivery exceptions occur; determining one or more automated corrective measures that are available prior to soliciting feedback from a user; soliciting the feedback from the user to select at least one of the one or more automated corrective measures; and executing the at least one of the one or more automated corrective measures, as selected by the user. Other embodiments are disclosed herein.