Quietly automating 80% of order exceptions

Client — Loamworks

80%

exceptions handled

Refunds, address edits, and carrier issues ate the support queue. An exceptions engine now resolves the routine and escalates only what needs a human.

The situation

Order exceptions — refunds, address edits, carrier issues — consumed the support queue and burned out a team hired to do customer care, not data entry.

What we built

An exceptions engine wired into the store, the 3PL, and the carrier APIs. It resolves the routine 80% end-to-end and escalates the rest with a recommended action.

The queue emptied. The team now spends its day on the conversations that actually keep customers.

NEXUS

Helping you automate what matters.