Ticket 31376: split-shipment draft needed carrier-level package status before a holding reply

Resolution signal

• Human public reply materially changed an earlier automation order-status draft.

Automation draft weakness

• The draft used live Shopify fulfillment data correctly, but it stayed at the shipment-summary level and told the customer to keep watching for another package.
• It did not verify whether the carrier page already showed the missing stand package as delivered.

Manual reply improvement

• Matt answered from the carrier-level detail for box two, told the customer that the package showed delivered, and routed the next step to the local LaserShip/OnTrac office instead of leaving the ticket in a generic waiting state.

New drafting rule

• For AXR bundle or other split-shipment tickets, do not stop after Shopify fulfillment and top-level tracking status when the customer is asking about a missing second box.
• Check carrier package-level detail first. If the missing package already shows delivered, draft the next step around local carrier investigation rather than a generic hold-and-watch reply.

Confidence effect

• Improves future order-support drafts, but remains medium confidence because the exact delivery conclusion depends on live carrier detail, not a static KB fact.

Storage decision

• Keep as a reviewable Freshdesk learning proposal for future split-shipment drafting.