Triage
This is a SEV 5 informational in the vast majority of cases. Do not escalate unless video shows an active theft in progress.
Information
- Tracking number (if known)
- Carrier (UPS, FedEx, USPS, Amazon)
- Date / time window of expected delivery
- Caller's unit number
Next steps
- Check delivery camera footage for the expected window
- Confirm with front desk if applicable
- Provide carrier dispute reference
Auto-response
The AI may answer this entirely via text if the caller's question is just "was it delivered?" — consult the concierge_mode knowledge entry for auto-response templates.