Operations

Delivery claim

A request to recover the cost of a delivery that went wrong: damaged, missing, late past the promise, or charged for an attempt that never happened. Claims run in two directions, from the recipient to the merchant and from the merchant to the provider, and each provider sets its own evidence rules and filing window. A claim backed by proof of delivery, a timestamped exception and a matching charge line usually gets paid. One without them usually does not.

Where this fits

The day-to-day vocabulary of running deliveries. Routes, waves, drops, manifests, ETAs, SLAs. These are the units operators reason in, and the inputs every downstream model needs.

Related terms

Failed delivery: A delivery that reached the attempt stage and did not complete: no one home, no safe place, the wrong address, a refused item, a closed dock. It is not a cancellation and not a late delivery, and the difference matters because each one is billed, credited and reported differently. Every failed delivery opens three more decisions: who pays for the attempt, whether to reattempt or return, and what to tell the recipient. Nash records the reason and the proof at the attempt, so those decisions are made on evidence rather than on whoever calls first.
WISMO: Short for where is my order, the support contact a customer makes when they cannot see their delivery. High WISMO volume is a symptom of poor visibility and loose promises; accurate tracking and tight ETAs are how Nash drives it down. Nash customers have cut WISMO calls by 54%.
Delivery exception: Any deviation from the planned delivery: a missed window, a failed attempt, a wrong address, a damaged item, a refused order. The events an autonomic system is built to catch, diagnose, and resolve before a human has to notice.
Branded tracking: The live order-tracking page a recipient sees, carrying the merchant's brand and voice rather than the carrier's. Keeps the last, most anxious stretch of the purchase inside one experience the merchant controls.
Geofencing: A virtual boundary drawn around a place. Crossing it fires an event: arrival at a stop, entry to a zone, a status change, a customer notification. The trigger that turns raw location into an operational signal.