1. TRIAGE SNAPSHOT Intent: Locate delayed parcel and establish whether it can arrive before Friday. Priority: High Reason for priority: Tracking has had no scan for 8 business days and the customer has a specific time-sensitive need before Friday. Verified facts: Order 1842 was dispatched 9 business days ago; carrier tracking has shown no scan for 8 business days; no prior contact. Customer claims not yet verified: Parcel was “due last week”; customer needs it before Friday. Missing information: None 2. SAFE DECISION What can be done now: Open a carrier investigation because the parcel has exceeded the 7-business-day no-movement threshold. Remedy selected and why: Carrier investigation. It is authorized now and is the appropriate first step before determining whether the parcel is lost. What must not be promised: Delivery before Friday, any specific delivery date, that the parcel is lost, a replacement before carrier confirmation of loss, or a refund. Authorization or policy check still needed: None for opening the investigation. Replacement requires carrier confirmation of loss; refund requires supervisor approval. 3. CUSTOMER REPLY Delayed parcel reply I’ve checked order 1842, and the tracking has not recorded a new scan for 8 business days. Because it has now been without movement long enough, we can raise an investigation with the carrier. We can’t confirm delivery before Friday or treat the parcel as lost at this stage, but the carrier investigation is the next step to establish what has happened. We’ll follow the carrier’s findings and, if they confirm the parcel is lost, we can then arrange a replacement. 4. INTERNAL ACTION NOTE Owner: Customer support agent Exact next action: Open a carrier investigation for order 1842 based on 8 business days without a tracking scan. Due point or follow-up condition: Review and respond when the carrier provides an investigation outcome. Evidence or record to attach: Order 1842 dispatch record and current carrier tracking showing 8 business days without a scan. 5. ESCALATION TRIGGERS Escalate to a supervisor if the customer requests a refund, as agent-level refund authorization is not available. If the carrier confirms loss, proceed with the authorized replacement process; supervisor review is only required if a refund is requested instead. 6. FINAL RISK CHECK Every customer-facing promise is supported by the supplied facts and policy. The carrier investigation is authorized. No unsupported delivery date, loss determination, replacement or refund has been promised. Private/internal information is not exposed, and the next operational action is clear. READY TO SEND