before they write
Spot the problembefore the buyer has to.
Some problems show in the order data first: a parcel stops moving, a refund stalls. We'll watch for five, and let you decide what each one does.
the problem today
You hear about it last.From the buyer.
A parcel stops moving, and nobody notices until the buyer writes.
A refund stalls, and the buyer finds out before you do.
And unhelpful automated messages are no fix: TikTok measures buyer satisfaction per shop.
how it will work
Five signals, four rungs.
- 1Five signalsParcel materially late, delivery attempt failed, order at risk of missing its ship-by date, refund or return stalled, and response deadline approaching.
- 2Four things a signal can doIgnore it, log it, queue it for a person, or message the buyer. Only the last touches a buyer, and it is off by default.
- 3Everything starts in log-only modeYou see what each signal would have done before anything does.
- 4Five checks before any messageIs it still true? May we message this buyer? Have we already said it? Are you within your contact limit? Is there a next step to offer?
- Ignoreroutine, or we're not confident
- Log itevery signal starts here
- Queue for a personsensitive, expensive or unclear
- Message the buyerconfident, useful, with a next step
yours to set, when it ships
What you control.
- The rung for each signal, per shop.
- A dry-run record of what each signal would have done last week.
- A contact limit, and a stop control that halts reaching out on its own.
fair is fair
If something goes wrong.
- If a signal fires too often, the dry-run record shows it before any buyer is contacted.
- If TikTok's delivery data gives only a current status and not a scan history, two of the five signals are weaker. We don't know yet which applies.
- If you turn on messaging and regret it, use the stop control.
boundaries, on purpose
What this does not do.
No promotional messages
If a message sells rather than resolves, it isn't ours.
No accuracy claims
We don't yet know how often the five fire or how often they're right. Starting in log-only mode is how we find out.
No repeats
No message that repeats what TikTok already told the buyer.
short answers
Questions about signals.
No. Messaging the buyer is off by default and set per signal, per shop.
Not at first. We want data before we hand out dials.
goes well with
Related.
Hear about itbefore the buyer writes.
Messages work today. Signals are later on the roadmap, and the shops that join now get a say in the order.