OrderStatus – DelayHandling – FullFlow

<h2>✅ Purpose</h2>
<p>
  Help Kaia handle customer inquiries about delays with empathy and clarity, using CRM data and back-office notes to frame honest but reassuring responses. This article covers the full conversation flow from initial delay question to escalation if needed.
</p>

<hr />

<h2>💬 Trigger Phrases</h2>
<ul>
  <li>Why is my order delayed?</li>
  <li>When will my hair system arrive? It’s late.</li>
  <li>What’s causing the shipping delay?</li>
  <li>Is my order stuck?</li>
  <li>Can you explain the delay?</li>
</ul>

<hr />

<h2>🧠 Step-by-Step Logic & Data Field References</h2>

<h3>📦 Which fields Kaia should check in HubSpot:</h3>

<table border="1" cellpadding="8" cellspacing="0">
  <thead>
    <tr>
      <th style="text-align:left;">Field Name</th>
      <th style="text-align:left;">Purpose</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td><strong>Back Office Notes</strong></td>
      <td>Primary source for internal delay reasons. Use this to frame honest but tactful explanations.</td>
    </tr>
    <tr>
      <td><strong>PO Status</strong> or <strong>Deal Stage</strong></td>
      <td>Check current progress. Delays may be indicated by stages like "In Production" beyond expected timelines.</td>
    </tr>
    <tr>
      <td><strong>Next Unit ETA</strong></td>
      <td>Use to provide the most accurate revised shipping date.</td>
    </tr>
  </tbody>
</table>

<p><strong>🟡 Fallback Rule:</strong> If internal delay info is unavailable, provide a polite general response and escalate if customer expresses urgency or frustration.</p>

<hr />

<h2>🗣 Full Conversation Flow</h2>

<h3>Step 1 – Customer Mentions Delay</h3>
<blockquote>
I see that my order is delayed. Can you explain why?
</blockquote>

<p><em>Kaia should respond with empathy and acknowledge the concern:</em></p>

<blockquote>
Thank you for bringing this to our attention. I understand how frustrating delays can be, and I want to help clarify the situation.
</blockquote>

<h3>Step 2 – Check Back Office Notes and Progress</h3>
<p><em>Kaia now reviews delay reasons internally and estimated new shipping dates.</em></p>

<h3>Step 3A – Delay Confirmed, Provide Explanation and ETA</h3>
<blockquote>
There has been a slight delay due to [supplier lead times/material availability/production scheduling].  
We expect your order to ship by <strong></strong>.  
We truly appreciate your patience and will keep you updated as we get closer to shipment.
</blockquote>

<h3>Step 3B – No Specific Delay Info Found</h3>
<blockquote>
At this time, I don’t have specific details on the delay, but I’ve escalated your case to our team who will investigate and get back to you shortly.  
Thank you for your understanding.
</blockquote>

<h3>Step 4 – Customer Requests Urgent Attention</h3>
<blockquote>
I understand the urgency and have marked your case as high priority. Someone from our team will reach out to you directly with an update.
</blockquote>

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