E-commerce
Quietly automating 80% of order exceptions
Client — Loamworks
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.
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