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Outbound: the agent calls

Undeliverable address calls before the parcel returns

A missing unit number sends a parcel back to you, and you pay shipping twice for a customer who's now unhappy. The agent calls the buyer the moment the carrier flags it, gets the right address and fixes the shipment.

When it starts

A carrier scan says address problem, missing unit, refused, or held at a depot.

What the agent does

Calls the buyer, reads back the address, takes the fix or a pickup point, updates the shipment.

What your team gets

Parcels delivered instead of returned, and fewer orders shipped twice.

How it works

  1. Watches the scans

    Address problem, missing apartment number, business closed, or held for pickup. Each one starts a call while there's still time.

  2. Calls the buyer

    Within your calling hours, with the order and what the scan said: "No unit number on the label."

  3. Reads the address back

    Slowly, line by line, so the buyer hears what's wrong. Unit, buzzer code and postal code each checked.

  4. Fixes the shipment

    Updates the delivery address or redirects to a pickup point near them, the way your carrier allows.

  5. Texts the new details

    The corrected address, the tracking link and where to pick up if it's at a post office.

  6. Flags what it can't fix

    A parcel already on its way back goes to your shipping team with a note to reship once it lands.

Example call

  1. AI agentHi, is this Aisha? It's Emma from Northline Supply Co. Your order 10531 is stuck, and I think it's an easy fix. Got a minute?
  2. CustomerOh no. Sure.
  3. AI agentThe carrier couldn't deliver because there's no unit number. I have 245 Queen Street East in Brampton. What's the unit?
  4. CustomerOh, 1408. I forgot it. And the buzzer is 1408 too.
  5. AI agentGot it, unit 1408, buzzer 1408. I've updated the shipment, and it's back on the truck for Thursday. I'll text you the tracking link.
  6. CustomerThank you, I'd have never known.

After the call: Order 10531 shows the corrected unit and buzzer, the carrier has the updated address, and Aisha has a text with the new delivery day.

What your team gets

  • Bad addresses fixed while the parcel is still at the depot
  • Fewer return-to-sender parcels and double shipping costs
  • Buzzer codes and pickup points saved on the order
  • A list of parcels already returning, for reshipping
  • Every attempt logged on the order
Set up with you: The team sets up a connection to your Shopify, WooCommerce, BigCommerce or Lightspeed eCom orders and your Canada Post, Purolator, UPS or ShipStation tracking, and sets which scan events start a call and your calling hours.

Questions

How fast does it call?

As soon as the scan comes in, inside your calling hours. A late-night scan gets a text right away and a call in the morning.

Can it change the address itself?

Yes, where your carrier allows an address change or a redirect. Otherwise it sends the fix to your shipping team.

What if the buyer doesn't answer?

It leaves a short voicemail and a text with a link to confirm the address, and tries again before the carrier's deadline.

Hear it on your phone

Request a demo call and the agent phones you, set up for online stores like yours.

Get a demo call