Logistics incident management in eCommerce: how to solve them step by step
In eCommerce logistics, incidents are inevitable: delivery delays, damaged packages, wrong addresses or unexpected returns. It is not their occurrence that makes the difference. the ability to manage them quickly and efficiently.
A good incident management improves customer satisfaction, optimises operating costs and strengthens brand trust. At Celeritaswe combine technology, traceability and a flexible logistics network to detect, resolve and reduce incidents at each stage of the process.
What is incident management in logistics?
The incident management is the set of actions aimed at detect, record, analyse and resolve any problem that arises in the logistics process. It ranges from a simple failed delivery to delays due to saturation or return incidents.
In such a competitive environment as eCommerce, this control is a differentiating factor in maintaining efficiency and ensuring a positive shopping experience.
Main types of logistics incidents in eCommerce
- Failed or delayed deliveries due to incorrect addresses or absence of the addressee.
- Damaged or lost packages during transport.
- Labelling or picking errors in the warehouse.
- Incidents in returns (reverse logistics).
Detecting these situations early and acting swiftly avoids losses, cost overruns and claims.
How to keep track and record incidents?
The recording of incidents is the starting point for efficient management. Without data, no improvement is possible.
Each incident should be documented with key information:
- Type and description of the problem.
- Date and point in the process where it occurred.
- Responsible or area involved.
- Corrective action implemented and outcome.
Recording and sharing this information between teams (operations, transport, customer care) allows for identifying patterns, applying preventive solutions and making informed decisions.
H3: Example of a logistical incident record
| Type of incident | Cause | Action taken | Result |
|---|---|---|---|
| Failed delivery | Address incomplete | Correction in CRM and redelivery | Order successfully delivered |
| Damaged package | Handling in transport | Urgent replacement | Satisfied customer |
| Delayed return | Addressee absent at collection | Reassignment to point | Standardised process |
A structured registration system allows not only the resolution of the specific incident, but also the continuous improvement of the service.
Incident management tools and systems
The use of digital systems has revolutionised the way logistics incidents are managed. Compared to manual recording, automated solutions allow real-time action, immediate communication and measurement of results.
Examples of management tools
- Ticketing or CRM softwaresuch as Zendesk or Freshdesk for complaint tracking.
- ERP, WMS and TMS platforms that integrate transport, warehouse and order data.
- Logistic operators' own systemsdesigned for full traceability.
At Celeritaswe connect these tools in order to facilitate a seamless communication between eCommerce, carriers and collection pointsensuring accurate and up-to-date information at all times.
Discover our eCommerce services for more connected logistics.
How to resolve logistical issues step by step
Effective incident management follows a structured flow:
- Detection: the system or the customer notifies the incident (automatic alert or direct communication).
- Registration: the case is documented in full detail.
- Analysis: the root cause is identified (operational error, transport issue, saturation, etc.).
- Resolution: the most appropriate corrective action is implemented and communicated to the customer.
- Follow-up and closure: the problem is verified to be solved and the conclusions are recorded.
H3: How does Celeritas do it?
At Celeritas this flow is fully integrated into our daily operations through:
- Traceability online in real time.
- Delivery PDAs to mark incidents on the ground.
- Automatic alerts that allow instant action and keep the customer informed.
The result: faster incident resolution, reduced customer service burden and a better end-consumer experience.
How does Celeritas manage and reduce logistics incidents?
At CeleritasIncident management is a fundamental pillar of the service. Our system is integrated with all stakeholders in the operational process: eCommerce, carriers and collection points.
From how a return is deposited at one point and returns to eCommerce, up to how an order is collected from the customer's warehouse and is delivered to the requested point or address.
Every step remains plotted and synchronised within the same operational flow, ensuring full control.
Learn more about our Punto Celeritas network.
Key indicators for measuring incident management
Monitoring and measuring performance is key to evolving towards a more efficient logistics model.
Main KPIs to monitor
- % of incidents out of total number of shipments.
- Mean time to resolution (TMR).
- Ratio of failed deliveries vs. redeliveries.
- Post-incident satisfaction level.
Analysing these data allows anticipate problemsThe aim of the project is to improve the efficiency and effectiveness of the project, to allocate resources more efficiently, and to design continuous improvement plans.
Conclusion: good incident management is a competitive advantage
Incidents cannot always be avoided, but they can be manage intelligently. Every mistake is a learning opportunity and a chance to build customer loyalty.
At CeleritasWe turn incident management into a controlled, agile and transparent process thanks to traceability, automation and a logistics network ready to react in real time.
Improve the management of your shipments with Celeritas' integrated logistics solutions.
Frequently asked questions on the management of logistical incidents
What is incident management in logistics?
It is the process of identify, record, analyse and solve problems that arise during the supply chain or the transport of orders.
What tools are used for incident management?
Digital systems such as CRM for customer service, ERP, WMS or TMSThe logistics operator's own software and traceability platforms are also available.
How are logistical incidents recorded?
Through automated forms or systems which collect key data: type, cause, date, person responsible, action and result.
How does Celeritas help to reduce incidents in eCommerce?
With real-time traceability, Connected PDAs, automated alerts and a network Collection points that minimises missed deliveries and optimises returns.