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List of Smart States

Overview​

In this page you will find the list of available Smart States and their objectives.

Late package​

At a time of your choosing (depending on the destination), we check every package still in transit.
If the promised delivery date is set to today's date and the parcel has not been delivered to the final destination by the set time, we generate a Late package notification. Example:

  • It is January 3.
  • The estimated delivery date communicated to the end customer is January 3, but ZigZag has not received any carrier event indicating that the package has been delivered.
  • As a result, we will generate the Late package notification to your end customer to reassure them.

Trigger
If the tracker has shipped and the package is still in transit after the expected delivery date (based on the promise, initial SDE or merchant).

Resolution
If the package reaches one of the following statuses:

  • delivered
  • returned
  • pickup point
  • expired

No tracking update​

This notification is generated when we receive no information from the carrier after a set period of days.

  • Trigger - If the tracker is shipped and no tracking events have been received for several days
  • Resolution - If we receive a new event, or the package reaches the delivered, returned, pickup point, or expired status

For the No tracking update notification to be triggered, there must have been at least one original scanned event (package shipped or package handed over to the carrier, for example).

This Smart State allows you to send a notification to your customers to reassure them that their package is still in transit.

Tip

Set the Severe status of this Smart State to be sent to your customer service department, so that your communication is proactive and personalised.

Order without tracker​

The main purpose of this notification is to alert you when an order has been created in ZigZag, but has not yet been associated with a tracking number. This can alert you to a problem in your warehouse, for example.

  • Trigger - an order has been created in ZigZag but no tracker has been associated with it for a set number of days (the time you set).
  • Resolution - tracker created in ZigZag for this order

This Smart State requires additional specific configuration.
Additional configuration

  1. Navigate to Business Profile -> Outbound warehouses.
  2. Click the ... next to the chosen warehouse.
  3. Click Configure.
  4. Define warehouse working days by country to calculate pre-shipment fulfillment

Tracker not shipped​

The main purpose of this notification is to alert you that an order's lead time has been exceeded, so that you can investigate potential issues.

This will help you observe the time it takes a carrier to scan the package being picked up, for example.

  • Trigger - A package has been created in ZigZag but its status has not been updated for a set number of days (the package could have been updated with the statuses like "label created", for example).
  • Resolution - Atatus update to in transit or expired.

Waiting at pickup point​

The main purpose of this notification is to reduce the rate of forgotten/unclaimed packages at the pickup point, which results in costly return fees for you and a poor customer experience.
For each carrier, you can determine the number of working days a package has spent at a pickup point without event (i.e. unclaimed) before triggering a reminder to the end customer.

  • Trigger - The package was delivered to the pickup point but was not collected by the customer after a set number of days.
  • Resolution - The status of the package becomes delivered, returned or expired.