Fewer mistaken replacements when tracking conflicts
August 21, 2026
When a last-mile scan’s postal code matches the shipping address but tracking still looks like return-to-sender, Simple Chat now treats the postal-code match as the stronger signal. The assistant checks whether the package arrived instead of treating the shipment as returned and issuing a replacement right away.
Summary
- Matching delivery postal codes now outrank return-to-sender wording
- Asks if the package arrived before replacing
- Explains conflicting tracking instead of confirming a return