Dispatch scene with a parcel being scanned beside a fulfillment conveyor.

Operations / Example workflow

Order changes

Check whether the order can still be changed.

Check the policy and packing status. Name the approver. Confirm the change to the customer only after it is saved.

Try the workflow Book a workflow review

Check the packing status
before changing the order.

Try a case

Check the next action.

Change either check.
Read the next step.

Check with fulfillment.

Fulfillment & deliveryO–063

“Can you change the delivery address on this order?”

Order: Located
Change requested: Delivery address

Confirmed factsChange permitted by policyThe request is within the current change rules.Fulfillment status checkedThe responsible team confirms the change is still possible.

Expected next step

Fulfillment not confirmed

Check with fulfillment.

Ask the fulfillment team whether this order can still be changed. Wait for confirmation before updating the address or promising a new delivery.

The rule

Ask fulfillment to confirm this order can still be changed.

Case statusChange unconfirmed

See the records and open checks

Available recordsCustomer request, current order record, fulfillment state and applicable change rule.

Still to confirmWhether the change is still possible for this order.

Do this nextConfirm the fulfillment state and permitted action.

Why this check matters

Packing and shipping can limit what you change.

Before editing the address, check whether the order has been packed, handed to a carrier or sent to another system.

Ask the fulfillment team whether the requested change is still possible. Get approval if it falls outside the normal rules.

Give the agent those checks and the name of the team to contact before it promises a change.

Turn the case into a test

Show the reasoning
behind the rule.

Have your team approve the rule. Give developers the case, the action to expect and the result to check.

01
Check the records.
The customer request establishes the intended change. Order and fulfillment records establish the current state; the current policy defines permitted changes.
02
Ask the expert to explain.
Ask the fulfillment team which changes are still possible at each stage, how they check an outdated record and who may approve an exception.
03
Agree the rule.
Check the change policy and current fulfillment status. Ask the responsible person to decide any exception before promising the customer a change.
04
Write and review the test.
When the policy allows a change but fulfillment status is unknown, ask the fulfillment team to confirm it is possible. Do not claim the address has changed.

When someone must take over

Make the handoff clear.

Send the records and completed checks. Tell the reviewer what is missing and what they need to decide.

Put these instructions in the development brief. Test that the agent follows them.

Example testNot run

Order changes: the review case

Records to provide: The customer request establishes the intended change. Order and fulfillment records establish the current state; the current policy defines permitted changes.
What the agent must do: When the policy allows a change but fulfillment status is unknown, ask the fulfillment team to confirm it is possible. Do not claim the address has changed.
Expected result: The order remains unchanged. The fulfillment team receives the request and the records needed to check it.

Fictional test for your team to review. It has not been run.

Before implementation

Agree the rules before you build.

Confirm your rules.

Use these examples to identify questions for your team. Confirm the answers against your current policies, systems and approval rules.

Name the approver and builder.

Have the process owner approve the rules. Ask your developers to build and test the selected steps. Agree system connections and production work separately.

Start with one workflow

Bring us a recent case.

Bring the records and the person who handled the case. Show us what happened and the question you need to answer.

Book a workflow review

Agree the scope, responsibilities and price before starting.

Order changes

Check the next action.

Check with fulfillment.

Packing and shipping can limit what you change.

Show the reasoningbehind the rule.

Check the records.

Ask the expert to explain.

Agree the rule.

Write and review the test.

Make the handoff clear.

Order changes: the review case

Agree the rules before you build.

Confirm your rules.

Name the approver and builder.

Bring us a recent case.

Try another workflow.

Replacements

Invoice approvals

Customer support

Show the reasoning
behind the rule.