{"id":11193,"date":"2025-11-13T11:31:22","date_gmt":"2025-11-13T10:31:22","guid":{"rendered":"https:\/\/dev.celeritastransporte.com\/?p=11193"},"modified":"2025-11-13T11:31:24","modified_gmt":"2025-11-13T10:31:24","slug":"gestion-incidencias-logistica-ecommerce","status":"publish","type":"post","link":"https:\/\/www.celeritastransporte.com\/en\/ecommerce-logistics-incident-management\/","title":{"rendered":"Logistics incident management in eCommerce: how to solve them step by step"},"content":{"rendered":"<p>In eCommerce logistics, incidents are inevitable: delivery delays, damaged packages, wrong addresses or unexpected returns. It is not their occurrence that makes the difference. <strong>the ability to manage them quickly and efficiently<\/strong>.<\/p>\n\n\n\n<p>A <strong>good incident management<\/strong> improves customer satisfaction, optimises operating costs and strengthens brand trust. At <strong>Celeritas<\/strong>we combine <strong>technology, traceability and a flexible logistics network<\/strong> to detect, resolve and reduce incidents at each stage of the process.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is incident management in logistics?<\/strong><\/h2>\n\n\n\n<p>The <strong>incident management<\/strong> is the set of actions aimed at <strong>detect, record, analyse and resolve<\/strong> any problem that arises in the logistics process. It ranges from a simple failed delivery to delays due to saturation or return incidents.<\/p>\n\n\n\n<p>In such a competitive environment as eCommerce, this control is a differentiating factor in maintaining efficiency and ensuring a <strong>positive shopping experience<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Main types of logistics incidents in eCommerce<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Failed or delayed deliveries<\/strong> due to incorrect addresses or absence of the addressee.<\/li>\n\n\n\n<li><strong>Damaged or lost packages<\/strong> during transport.<\/li>\n\n\n\n<li><strong>Labelling or picking errors<\/strong> in the warehouse.<\/li>\n\n\n\n<li><strong>Incidents in returns<\/strong> (reverse logistics).<\/li>\n<\/ul>\n\n\n\n<p>Detecting these situations early and acting swiftly avoids losses, cost overruns and claims.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to keep track and record incidents?<\/strong><\/h2>\n\n\n\n<p>The <strong>recording of incidents<\/strong> is the starting point for efficient management. Without data, no improvement is possible.<\/p>\n\n\n\n<p>Each incident should be documented with key information:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Type and description of the problem.<\/li>\n\n\n\n<li>Date and point in the process where it occurred.<\/li>\n\n\n\n<li>Responsible or area involved.<\/li>\n\n\n\n<li>Corrective action implemented and outcome.<\/li>\n<\/ul>\n\n\n\n<p>Recording and sharing this information between teams (operations, transport, customer care) allows for <strong>identifying patterns, applying preventive solutions and making informed decisions<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>H3: Example of a logistical incident record<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><strong>Type of incident<\/strong><\/th><th><strong>Cause<\/strong><\/th><th><strong>Action taken<\/strong><\/th><th><strong>Result<\/strong><\/th><\/tr><\/thead><tbody><tr><td>Failed delivery<\/td><td>Address incomplete<\/td><td>Correction in CRM and redelivery<\/td><td>Order successfully delivered<\/td><\/tr><tr><td>Damaged package<\/td><td>Handling in transport<\/td><td>Urgent replacement<\/td><td>Satisfied customer<\/td><\/tr><tr><td>Delayed return<\/td><td>Addressee absent at collection<\/td><td>Reassignment to point<\/td><td>Standardised process<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>A <strong>structured registration system<\/strong> allows not only the resolution of the specific incident, but also the continuous improvement of the service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Incident management tools and systems<\/strong><\/h2>\n\n\n\n<p>The use of <strong>digital systems<\/strong> has revolutionised the way logistics incidents are managed. Compared to manual recording, automated solutions allow real-time action, immediate communication and measurement of results.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Examples of management tools<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ticketing or CRM software<\/strong>such as Zendesk or Freshdesk for complaint tracking.<\/li>\n\n\n\n<li><strong>ERP, WMS and TMS platforms<\/strong> that integrate transport, warehouse and order data.<\/li>\n\n\n\n<li><strong>Logistic operators' own systems<\/strong>designed for full traceability.<\/li>\n<\/ul>\n\n\n\n<p>At <strong>Celeritas<\/strong>we connect these tools in order to facilitate a <strong>seamless communication between eCommerce, carriers and collection points<\/strong>ensuring accurate and up-to-date information at all times.<\/p>\n\n\n\n<p>&nbsp;Discover our <a href=\"https:\/\/www.celeritastransporte.com\/en\/services\/\">eCommerce services<\/a> for more connected logistics.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to resolve logistical issues step by step<\/strong><\/h2>\n\n\n\n<p>Effective incident management follows a structured flow:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Detection:<\/strong> the system or the customer notifies the incident (automatic alert or direct communication).<\/li>\n\n\n\n<li><strong>Registration:<\/strong> the case is documented in full detail.<\/li>\n\n\n\n<li><strong>Analysis:<\/strong> the root cause is identified (operational error, transport issue, saturation, etc.).<\/li>\n\n\n\n<li><strong>Resolution:<\/strong> the most appropriate corrective action is implemented and communicated to the customer.<\/li>\n\n\n\n<li><strong>Follow-up and closure:<\/strong> the problem is verified to be solved and the conclusions are recorded.<\/li>\n<\/ol>\n\n\n\n<p><strong>H3: How does Celeritas do it?<\/strong><\/p>\n\n\n\n<p>At Celeritas this flow is fully integrated into our daily operations through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.celeritastransporte.com\/en\/traceability-product-logistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Traceability<\/strong><\/a><strong> online<\/strong> in real time.<\/li>\n\n\n\n<li><strong>Delivery PDAs<\/strong> to mark incidents on the ground.<\/li>\n\n\n\n<li><strong>Automatic alerts<\/strong> that allow instant action and keep the customer informed.<\/li>\n<\/ul>\n\n\n\n<p>The result: faster incident resolution, reduced customer service burden and a better end-consumer experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How does Celeritas manage and reduce logistics incidents?<\/strong><\/h2>\n\n\n\n<p>At <strong>Celeritas<\/strong>Incident management is a fundamental pillar of the service. Our system is <strong>integrated with all stakeholders in the operational process<\/strong>: eCommerce, carriers and <a href=\"https:\/\/www.celeritastransporte.com\/en\/celeritas-point\/information\/\">collection points<\/a>.<\/p>\n\n\n\n<p>From <strong>how a return is deposited<\/strong> at one point and returns to eCommerce, up to <strong>how an order is collected from the customer's warehouse<\/strong> and is delivered to the requested point or address.<\/p>\n\n\n\n<p>Every step remains <strong>plotted and synchronised<\/strong> within the same operational flow, ensuring full control.<\/p>\n\n\n\n<p>Learn more about our <a href=\"https:\/\/www.celeritastransporte.com\/en\/celeritas-point\/\" target=\"_blank\" rel=\"noreferrer noopener\">Punto Celeritas network<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Key indicators for measuring incident management<\/strong><\/h2>\n\n\n\n<p>Monitoring and measuring performance is key to evolving towards a more efficient logistics model.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Main KPIs to monitor<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>% of incidents out of total number of shipments.<\/li>\n\n\n\n<li>Mean time to resolution (TMR).<\/li>\n\n\n\n<li>Ratio of failed deliveries vs. redeliveries.<\/li>\n\n\n\n<li>Post-incident satisfaction level.<\/li>\n<\/ul>\n\n\n\n<p>Analysing these data allows <strong>anticipate problems<\/strong>The 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion: good incident management is a competitive advantage<\/strong><\/h2>\n\n\n\n<p>Incidents cannot always be avoided, but they can be <strong>manage intelligently<\/strong>. Every mistake is a learning opportunity and a chance to build customer loyalty.<\/p>\n\n\n\n<p>At <strong>Celeritas<\/strong>We turn incident management into a controlled, agile and transparent process thanks to traceability, automation and a logistics network ready to react in real time.<\/p>\n\n\n\n<p>Improve the management of your shipments with Celeritas' integrated logistics solutions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Frequently asked questions on the management of logistical incidents<\/strong><\/h2>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is incident management in logistics?<\/strong><\/h2>\n\n\n\n<p>It is the process of <strong>identify, record, analyse and solve problems<\/strong> that arise during the supply chain or the transport of orders.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What tools are used for incident management?<\/strong><\/h2>\n\n\n\n<p>Digital systems such as <strong>CRM for customer service<\/strong>, <strong>ERP, WMS or TMS<\/strong>The logistics operator's own software and traceability platforms are also available.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How are logistical incidents recorded?<\/strong><\/h2>\n\n\n\n<p>Through <strong>automated forms or systems<\/strong> which collect key data: type, cause, date, person responsible, action and result.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How does Celeritas help to reduce incidents in eCommerce?<\/strong><\/h2>\n\n\n\n<p>With <strong>real-time traceability<\/strong>, <strong>Connected PDAs<\/strong>, <strong>automated alerts<\/strong> and a <strong>network Collection points<\/strong> that minimises missed deliveries and optimises returns.<\/p>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>En la log\u00edstica del eCommerce, las incidencias son inevitables: retrasos en la entrega, paquetes da\u00f1ados, direcciones err\u00f3neas o devoluciones inesperadas. Lo que marca la diferencia no es su aparici\u00f3n, sino la capacidad de gestionarlas de forma r\u00e1pida y eficiente. Una buena gesti\u00f3n de incidencias mejora la satisfacci\u00f3n del cliente, optimiza los costes operativos y fortalece [&hellip;]<\/p>","protected":false},"author":1,"featured_media":11194,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[44],"tags":[],"class_list":["post-11193","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-celeritas"],"_links":{"self":[{"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/posts\/11193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/comments?post=11193"}],"version-history":[{"count":1,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/posts\/11193\/revisions"}],"predecessor-version":[{"id":11195,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/posts\/11193\/revisions\/11195"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/media\/11194"}],"wp:attachment":[{"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/media?parent=11193"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/categories?post=11193"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.celeritastransporte.com\/en\/wp-json\/wp\/v2\/tags?post=11193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}