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Retail

E-com substitution & last-mile exceptions

Save more orders and increase customer satisfaction. Duvo handles substitution approvals and last-mile exceptions in real-time - escalating to voice when digital channels fail.

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Best for:

Customer Experience

Fulfillment

Last-Mile Logistics

Outcome

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Case type (unit of work)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

What DUVO delivers

Duvo pushes substitution options through digital channels first, then escalates to voice calls when customers don't respond - capturing approval, updating order systems, and saving sales that would otherwise cancel.

Best for:

Customer Experience

Fulfillment

Last-Mile Logistics

Outcome

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Case type (unit of work)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

What DUVO delivers

Best for:

Customer Experience

Fulfillment

Last-Mile Logistics

Outcome

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Case type (unit of work)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

What DUVO delivers

Solution

What DUVO executes (end‑to‑end)

Receives substitution trigger from OMS/WMS (item unavailable, suggested alternatives, fulfillment deadline)

02

Pushes substitution options via app notification, SMS, and email with response deadline

03

Monitors for customer response; if no response within SLA, escalates to outbound voice call

04

Voice agent presents alternatives, negotiates customer preference, captures approval or refund request

05

Updates OMS with customer decision; triggers fulfillment or refund workflow

06

Handles last-mile exceptions (missed delivery, access issues) with same escalation logic

Definition of done

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Definition of done

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Definition of done

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Typical results we see

Our Solution

Order save rate:

Higher percentage of orders completed vs. cancelled

Substitution acceptance:

Increased approval rate when customers are reached directly

Customer satisfaction:

Improved NPS from proactive communication

Last-mile failures:

Fewer failed deliveries from unresolved exceptions

Forwardable proof pack example

Exception register: order ID, issue type, resolution, timestamps

Call logs + transcripts + customer approvals

OMS write-backs verified (order status, substitution details)

Order save rate and revenue recovered summary

Rollout requirements

System access

OMS/WMS integration for exception triggers; customer contact data

Rules

Substitution rules and preferences; escalation SLAs; approved call scripts

Timeline

Go live in 3-4 weeks

See the value in your numbers

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Urgent withdrawal & recall execution

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Best for:

Store Operations

Supply Chain

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Learn more

Store stock check + transfer coordination

Fewer lost sales from understocked stores, fewer write-offs from overstocked ones. Duvo calls stores, confirms physical counts, creates compliant transfers, and logs evidence.

Best for:

Store Operations

Supply Chain

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Supplier onboarding completion

Faster onboarding, fewer stalled vendors, fewer downstream invoice blocks. Duvo calls suppliers, collects missing details, and updates status - so teams stop chasing.

Best for:

Vendor Management

Master Data

Compliance

Category Ops

Learn more

Supplier onboarding completion

Faster onboarding, fewer stalled vendors, fewer downstream invoice blocks. Duvo calls suppliers, collects missing details, and updates status - so teams stop chasing.

Best for:

Vendor Management

Master Data

Compliance

Category Ops

Learn more