Returns and delivery exception management, end to end
When a delivery falls through, the order cannot be left hanging. RouteX turns the incident into a case with an owner, SLA and traceability, and follows the return back into the warehouse, where inventory and returnable assets receive it.
- Case ManagementGrowthIncluded
- Returns ManagementGrowthIncluded
- Incident tickets
- Owner and SLA
- End-to-end traceability
What happens when an incident has no owner
- 01
Incidents lost in chat
The claim arrives on WhatsApp or by phone and stays there: no owner, no status and no resolution date. A ticket with an owner and SLA contracts changes that.
- 02
Returns with no way back
The package sits in the van or in a warehouse corner because nobody knows which flow it belongs to.
- 03
Promises nobody measures
The service level agreed with the customer is tracked by hand, if at all; there is no single reference to know whether it was met. Incident tickets with an owner and SLA cover that tracking; formal SLA contracts and 24/7 support come with the Enterprise tier.
What returns and exception management solves
Incident tickets
Every incident becomes a ticket with status and full traceability.
Owner and SLA
Every case has an owner and a service level, so nobody lets it go cold.
End-to-end traceability
The case keeps its full history: what happened, who handled it and how it was closed.
Complete returns flow
From the failed delivery to re-entry into the warehouse, with every step recorded.
History to review incidents
Case history stays available to review where incidents repeat and how they were resolved.
How a return closes end to end
- 01
The incident is logged
The failed delivery is flagged in the operation instead of getting lost in a chat.
- 02
The case opens
The ticket takes an owner and an SLA from the first moment.
- 03
The return runs
The flow follows the package back into the warehouse, with the steps recorded in the case.
- 04
It closes with history
Every case keeps what happened and how it ended, ready for next time.
Frequently asked questions
When does a case open?
When a delivery falls through: the incident becomes a ticket with an owner, SLA and traceability.
What happens to returns?
They follow a complete flow from the failed delivery back into the warehouse, with the case's traceability.
Are service agreements measured?
Every case carries its SLA. Formal SLA contracts and 24/7 support are included from the Enterprise tier and measured against the real operation.
What tier includes them?
Cases and returns are included from the Growth tier.
Who owns each case?
Every ticket has an assigned owner from the moment it opens, with status and SLA in view.
Related features
View all featuresProof of delivery
Electronic proof of delivery (POD) with photo, signature and geolocation stored with each order. The evidence resolves disputes and closes the delivery.
Inventory & assets
Inventory and returnable asset tracking: stock per warehouse, batches and order-linked movements, plus pallets, crates and containers in circulation.
Customer notifications
Delivery notifications over SMS, WhatsApp and Telegram: automatic status updates, confirmations and delivery windows for the recipient. From Essential.
Related industries
View all industriesEcommerce & retail
Delivery management software for ecommerce and retail: time windows, customer notifications, live tracking, digital proof of delivery and returns.
Courier & parcel
Courier and parcel delivery software: optimized routes, shipment tracking, recipient notifications and digital proof of delivery with RouteX.
Get a RouteX quote for your operation
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