Order Troubleshooting
Use this structured workflow to diagnose order issues.
Step 1: Gather information
- Retrieve the order using
get_order. - Retrieve the customer record using
get_customerto check for account-level issues. - Note the current order status and last update timestamp.
Step 2: Classify and resolve
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.
Step 3: Take action
- Apply the resolution from the guide.
- Update the order status using
update_order_statusif needed. - Check escalation rules to determine if the case requires supervisor involvement.
- Summarize the diagnosis and action taken for the support agent.