Tote Whodunit
Picker, stock, driver or address? The complaint's own words name the culprit.
The job
Traces every "missing items" complaint to its real fault, such as not picked, out of stock without telling the customer, a whole tote left behind, driver handover or a wrong address. It prices each fault in refunds and fixes the step that causes it.
The moment
Each "missing items" complaint is traced to its real cause, like solving a mystery. At one delivery-only store, the totes stack up by cause, and the colour for a forgotten chilled tote keeps winning.
The verdict: 38% of missing items come from one chilled tote left behind at handover, costing $64,000 in refunds a month.
Drivers get a new step: count the totes. Three weeks later that cause has shrunk to a sliver, while picking errors stay flat.
The site manager says: "We were about to retrain 40 pickers for a driver problem."
What it does
- Register a countermeasure with its expected effect
- Send the SOP change to the site lead
- Send a driver-app note
- Re-deliver open cases tonight
- Tell affected customers
What you see
A weekly whodunit: case files per site, a tote-by-tote reveal, a verdict, a countermeasure with controls and a refund ledger
What it moves
Refunds for missing items in dollars per site per month, split by fault, and the share of missing-item complaints caused by the biggest fault.
Built for
- Branch, store & field managers
- Frontline staff
- Finance
- CX leaders & VoC
