Situation: The customer contacts you because their order has not arrived yet.
What to do:
- Check the carrier tracking link for the latest status.
- Inform the customer of the expected delivery date.
- Share the original tracking link so the customer can monitor the shipment directly.
⚠️ Do not ask the customer to wait indefinitely. If the tracking shows no update for 5 or more business days, treat the case as a lost shipment (see Scenario 3).