Bolt Dispatch

BoltDispatch (BD) is MiamiMD’s shipping platform used by the Fulfillment Team to generate shipping labels and monitor inventory and shipment status.

For Customer Service/Retention agents, BoltDispatch is primarily used to:

• Verify shipment status

• Check shipment details and audit trail

• Update a shipping address when an order is affected by an address issue

• Cancel an order that has not yet reached Shipped status

Agents should not use BoltDispatch for functions outside these responsibilities.

Agents MAY:

• Search for shipments using:

  • Order Number

  • Shipment ID

  • Customer Email Address

• Verify the Shipment ID

• Review shipment status and audit trail

• Correct a customer's shipping address when the shipment is affected by an address issue

• Cancel shipments that have not reached Shipped status

• Review tracking information

• Document actions in Sublytics

Agents MUST NOT:

• Use Add Manual Shipment

• Modify carrier or tracking information

• Proactively monitor the Needs Attention queue

• Take action on Possible Duplicate

• Resolve non-address-related system errors independently

• Process reshipments through BoltDispatch

• Modify shipments once they are Shipped

Step 1 – Identify the Customer and Order

Pull up the customer's account and identify the order being discussed.

Search BoltDispatch using:

• Order Number

• Shipment ID

• Customer Email

Step 2 – Verify the Shipment

Always verify the Shipment ID to ensure the correct shipment is being reviewed.

The Sublytics Shipment ID is the unique identifier for the shipment.

Step 3 – Review Shipment Status

Determine whether the shipment has been sent out.

Review:

• Current shipment status

• Shipment ID

• Tracking information, if available

• Audit trail for possible shipment issues

Step 4 – Determine the Appropriate Action

Use the shipment status and customer concern to determine whether you should:

• Provide an update

• Correct an address

• Cancel the shipment

• Process a reshipment through Sublytics

• Escalate the issue

Step 5 – Document the Interaction

Document the action or resolution in Sublytics.

For shipment cancellations, use:

History → Customer Options → Add Note

Include a short explanation of why the shipment was cancelled.

Status Agent Action

Pending Check the shipment/audit trail. Orders should generally ship within 2 business days.

Ready Determine whether the shipment has been sent out.

Batched Determine whether the shipment has been sent out.

Shipped No modification or cancellation. Tracking should generally be available within the hour.

Delivered Confirm delivery status and provide tracking information when needed.

Error Escalate for review.

Cancelled Confirm the cancellation and document it in Sublytics when applicable.

Sync Issues Escalate unless the issue is an address-related issue that the agent can resolve.

Held Check whether the hold is address-related. Correct the address if applicable; otherwise escalate.

Special Determine whether the shipment has been sent out and review the audit trail if needed.

The source specifically states that agents should generally focus on whether the shipment has been sent out, while Error, Held, and prolonged Shipped statuses have specific handling requirements.

Orders should generally ship within 2 business days.

When an order remains pending:

1. Check the shipment in Sublytics.

2. Open BoltDispatch if needed.

3. Review the shipment's audit trail.

4. Determine whether the issue is address-related.

5. If the issue is address-related:

   • Correct the shipping address in BoltDispatch.

   • The update should be reflected in Sublytics within approximately 2 minutes.

6. If the issue is not address-related:

   • Escalate for review and action.

If the shipment status is Held:

If the issue is address-related:

1. Review the address.

2. Correct the address in BoltDispatch.

3. Verify that the shipment can proceed.

4. Confirm that the update is reflected in Sublytics.

If there is no address issue:

Escalate for review.

Agents are not expected to independently resolve non-address-related holds.

Once a shipment reaches Shipped status:

• Do not cancel the shipment.

• Do not modify the shipment.

• Do not modify carrier or tracking information.

• A tracking number/shipping label should generally be generated within the hour if one is not already available.

• If the shipment remains in Shipped status for more than 2 business days, escalate for review.

Agents should not refer the customer to the carrier.

The exception is when USPS is holding the package at the post office because of an unsuccessful delivery. In that situation, the customer needs to pick up the package.

If tracking shows Delivered, but the customer says the package was not received:

First:

Ask the customer to:

1. Check around the property.

2. Check with neighbors.

3. Check with other residents at the delivery location.

If the customer confirms they have already checked:

The agent may process a reshipment.

Important: Reshipments are processed in Sublytics, not BoltDispatch.

Inclement Weather / Strikes / Unforeseen Events

If the delay is caused by:

• Inclement weather

• Worker strike

• Other unforeseen incidents

Check the tracking information for the revised delivery date and advise the customer accordingly.

Lost / Undelivered Shipment

If tracking indicates that the package is:

• Lost

• Undelivered

The agent may process a reshipment through Sublytics.

No Tracking Update for 6+ Days

If the tracking information has not updated for 6 days or more, the agent may immediately process a reshipment.

Required Before ANY Reshipment

Always confirm the customer's shipping address before processing a reshipment.

Agents may correct a shipping address when a customer contacts support regarding an order and the shipment is affected by an address issue.

Important:

The Needs Attention → Address Fixes queue is not owned by Phone Support.

Agents:

• Do not need to proactively monitor the queue.

• Should only address an address issue when it comes up during a customer's case.

• Should correct the address in BoltDispatch when appropriate.

The queue is handled through a separate process and is reviewed every weekday.

A shipment may be cancelled by the agent as long as the status is not Shipped.

Cancellation Process

1. Locate the shipment in BoltDispatch.

2. Verify the correct Shipment ID.

3. Confirm that the shipment is not Shipped.

4. Cancel the shipment.

5. Confirm the cancellation.

6. Add a short note in Sublytics explaining the reason.

Path:

Sublytics → History → Customer Options → Add Note

Cancellations processed in BoltDispatch automatically update the shipment status in Sublytics.

Do NOT process reshipments in BoltDispatch.

Reshipments must be processed through Sublytics.

Valid Reshipment Reasons

• Customer did not receive the delivery

• Damaged product

• Product quality issue

Documentation Requirements

For Damaged or Quality issues, photographic evidence is required. The customer needs to email the required photos.

Before processing any reshipment, confirm the customer's shipping address.

If BoltDispatch displays Possible Duplicate:

No action is currently required.

Do not modify the shipment based solely on this flag.

Address-related issue

If the issue is related to the shipping address:

• Review the address.

• Correct the address when appropriate.

• Verify the update.

Non-address-related issue

Escalate the issue for review.

Agents should not attempt to independently troubleshoot or modify system issues outside their approved functions.

Customer Support must NEVER use the "Add Manual Shipment" function.

This function is not part of the Customer Support workflow.

Carrier and tracking details are view-only for agents.

Agents should not modify:

• Carrier

• Tracking number

• Carrier-related shipment information

When a customer asks, "Where is my order?"

• Step 1

Open the customer's account in Sublytics.

• Step 2

Check the shipment status.

• Step 3

If shipped, locate the tracking number.

• Step 4

Check the delivery progress through the applicable tracking system or BoltDispatch.

• Step 5

Provide the customer with the appropriate shipment information.

• If In Transit > Provide the tracking number.

• If Delivered > Advise the customer that the shipment shows as delivered and provide the tracking information so they can independently verify the delivery.

International orders typically arrive within 14–30 days.

Remote locations may experience additional delays, and customs clearance may also cause delays.

Customers are advised to contact Customer Support if they have not received their order within 21 days.

Escalate when:

• BoltDispatch shows Error

• There is a non-address-related system issue

• There is a Sync Issue that cannot be resolved through an address correction

• A Held shipment has no address issue

• A shipment remains Shipped for more than 2 business days

• Shipment information is conflicting or unexpected

• The issue is not covered by the standard workflow

Customer Timeframe

For escalated issues, advise the customer that an update should be available within 2 business days.

All relevant agent notes should be documented in Sublytics.

Shipment Cancellation

Document through:

History → Customer Options → Add Note

Include:

• Reason for cancellation

• Relevant action taken

Reshipment / Refund

Use the notes field available in the applicable Sublytics window.

Customer contacts support about an order →

Check Sublytics first

↓

Check shipment status

↓

NOT SHIPPED

• Pending → Check audit trail

• Address issue → Correct address

• Non-address error → Escalate

• Customer requests cancellation → Cancel in BD

• Document action in Sublytics

SHIPPED

• Do not cancel

• Do not modify

• Check tracking

• If >2 business days in Shipped → Escalate

DELIVERED

• Customer received → Provide delivery/tracking information

• Customer did not receive → Ask customer to check property/neighbors/residents

• Still missing → Reship through Sublytics

LOST / UNDELIVERED

• Confirm shipping address

• Reship through Sublytics

NO TRACKING UPDATE FOR 6+ DAYS

• Confirm shipping address

• Reship through Sublytics

ERROR / SYNC ISSUE

• Address-related → Correct address if applicable

• Anything else → Escalate

BoltDispatch is primarily a shipment-status and cancellation tool for Customer Support.

Remember:

1. Always verify the Shipment ID before taking action.

2. Check Sublytics first when handling an order concern.

3. Agents may cancel shipments only when they are not Shipped.

4. Never cancel a Shipped order through BoltDispatch.

5. Reshipments are processed in Sublytics, not BoltDispatch.

6. Always confirm the shipping address before a reshipment.

7. Address issues may be corrected in BoltDispatch.

8. Non-address-related system issues must be escalated.

9. Do not use Add Manual Shipment.

10. Do not modify carrier or tracking information.

11. Do not proactively monitor the Needs Attention queue.

12. Document shipment cancellations and other applicable actions in Sublytics.

13. For escalated issues, communicate an expected update within 2 business days.