Diagnose and resolve common order issues such as delayed shipments, wrong or incorrect items, stuck or pending orders, payment failures, or packages not received. Use when a customer reports a shipping problem or any issue with their order.
Use this structured workflow to diagnose order issues.
get_order.get_customer to check for account-level issues.Based on the order status, read the appropriate resolution guide:
| Order status | Issue type | Resolution guide |
|---|---|---|
shipped + delivery date passed | Delayed shipment | shipping-issues.md |
delivered + wrong items | Incorrect items | return-process.md |
pending or processing for 24h+ | Stuck order | stuck-orders.md |
payment_failed | Payment failure | payment-issues.md |
Read the relevant guide and follow its resolution steps.
update_order_status if needed.