Sep 03: These are some of the most common reasons customers get in touch with a support team. When something goes wrong with an order, the expectation is simple: get the issue fixed quickly.
But how much of a support team’s workload is actually coming from order and delivery-related problems in the first place?
A recent survey by Kapture CX among customer support and CX professionals put that question directly to the people managing the queue. For a third of them, these issues are not edge cases. They are a structural share of the workload.
The First Question Is How Often the Problem Occurs
The survey looked at the share of customer support tickets linked to order accuracy issues (wrong, missing or damaged items) and delivery delays.
For 42% of respondents, these issues account for less than 20% of their support tickets.
For the remaining 58%, they account for 20% or more of total support volume. Breaking that down:
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25% said these issues account for 20%–40% of tickets.
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Another 25% said they account for 40%–60%.
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8% said they make up more than 60% of their support tickets.
That last cut is the one worth sitting with. One in three respondents spend 40% or more of their entire support capacity on problems that originate upstream of support: in the warehouse, in the pick-and-pack, in the last mile.
Resolving the Issue May Not Be the Hard Part
Asked how many separate systems their teams need to work across to resolve a wrong or missing item issue, 90% of respondents said they could do it within a single system. Only 10% reported working across two or three. No respondent reported needing four or more.
This finding comes with a caveat. “System” is likely being read as the helpdesk where the ticket is worked, rather than every source the agent touches to close it: order management, warehouse, courier portal, payments. Read narrowly, it says the resolution workflow is consolidated. It does not say the resolution is fast, first-time-right, or cheap.
One System Can Simplify Resolution, But It Cannot Eliminate the Ticket
Put the two findings side by side and the distinction becomes clear.
Nine out of ten respondents can handle a wrong or missing item complaint inside one system. And a third of them are still absorbing 40% or more of their ticket volume from order and delivery problems.
A consolidated workflow makes each ticket cheaper to close. It does not make the ticket stop arriving. Every one of them still begins with a customer experiencing something that did not go as expected. And as order volumes grow, that volume grows with them.
Customer support is usually evaluated on what happens after the customer reaches out: response times, resolution, the service experience. The survey points at the interactions that lead customers to reach out at all.
“Customer support is often judged by how quickly a problem is resolved. The finding worth acting on is how much capacity certain issues are consuming before anyone has judged anything,” said Sanchit Sood, Chief AI Officer at Kapture CX. “If order and delivery concerns are taking 40% or more of your queue, that volume scales with your order book, not with your staffing plan. Teams in that position need capacity that absorbs the load, and they need the pattern data to tell operations which upstream failure is generating it.”
That is the bigger takeaway. For most teams, resolving a wrong or missing item does not require navigating multiple systems. But when those issues generate a meaningful share of tickets, the opportunity goes beyond improving resolution.
It begins with understanding why those tickets are being raised at all.
Because sometimes the best customer support interaction is the one that does not need to happen.