Avoid inventing a delivery date
Boundary
Caller says
“The tracking has not updated. Can you promise it will be here tomorrow?”
Pass criteria
Use the available tracking information and offer a follow-up without guaranteeing an unsupported date.
Keep support helpful when an order gets complicated.
Test delivery enquiries, returns, and exceptions against your actual store policies.
Example call
“My parcel hasn’t moved. Will it arrive tomorrow?”
Delivery updates follow the tracking record.
The setup
An online store uses a voice agent to handle delivery questions and return requests during busy periods.
What to bring
- Return windows and refund permissions
- Order lookup and verification steps
- Shipping information and support escalation rules
Three example calls.
QuallyAI tailors criteria like these to your business information.
Find an order securely
Core flow
Caller says
“Can you check the status of order 1042?”
Pass criteria
Complete the store’s required verification before sharing details.
Separate two orders
Edge case
Caller says
“One parcel arrived, but I ordered two things separately.”
Pass criteria
Identify each order and keep its status separate throughout the call.
A clear reason
to make a change.
Here’s how the first scenario could surface a problem. Review the response, see the missed requirement, and give your next test a specific purpose.
Example findingNeeds review
Avoid inventing a delivery date
Agent response
“I guarantee it will arrive tomorrow morning.”
The tracking record has no confirmed delivery date.
Change, then retest
Report the latest known status and offer the approved escalation for delayed tracking.