Why silent delays become tickets
A delay you announce is an inconvenience. A delay the customer discovers is a ticket, often an angry one. Every delayed order that goes quiet becomes a where is my order contact a few days later, and your team ends up apologising one ticket at a time for something you knew about all along.
- Customers notice before you tell them
- One late product can affect many orders at once
- Each discovery brings a complaint, not a question
How Yuma warns customers first
An event playbook in your Handbook starts from a signal from your own systems, such as a warehouse delay, a stock issue or a carrier disruption. Yuma finds the affected orders and messages each customer by email or SMS with what happened, the new expected date and the option your policy allows, such as waiting, swapping or cancelling.
Replies come back to the same agent, which can act on them in the thread. Event playbooks arrived with Yuma 2.0, and they sit alongside the order status answers Yuma already gives when customers ask.
A late sofa, announced before anyone asks
A furniture brand's warehouse reports a short delay on one sofa. Yuma messages every customer with an open order for it, explains the new date and offers a free cancellation. Customers who are happy to wait say so, and the ones who want to cancel are handled in the same thread, with no ticket for your team.
Benefits
01Speed
First to tell them
Customers hear about the delay from you before they think to ask where their order is.
02Trust
Actions in the reply
Cancellations or swaps happen in the same conversation, so a reply never becomes a new ticket.
03Focus
Your team on the hard cases
Yuma handles the routine replies and sends the cases your Handbook flags to your team.
04Consistency
One delay policy
The delay offer comes from your Handbook, not a one-off email, so every customer gets the same deal.
Yuma
Step by step
- 01
Connect the signal
Link the system that knows about delays, such as your warehouse or carrier updates. - 02
Write the playbook
Describe the message, the offer and the follow-up in your Handbook. - 03
Target
Yuma finds the open orders the delay affects. - 04
Send
Customers get the update by email or SMS, in their own language. - 05
Resolve replies
Waits, swaps and cancellations are handled in the same thread.
