Delivery Issue Report
Also known as: Report a Delivery Problem, Missing Package Report, Damaged Delivery Report, Delivery Complaint, Order Issue Report
Standard submit_form event with form_type = delivery_issue, fired when a customer reports a missing, late or damaged shipment. Carrier-raised exceptions are Delivery Exception Occurrence, not this event.
Event Serialization
alwaysBusiness Use Case
1️⃣ Customer Service: damaged reports for one carrier rise week over week → files a carrier claim and reviews packaging.,2️⃣ Fulfillment Ops: not_received reports cluster on shipments scanned delivered → requires photo proof in that region.,3️⃣ Finance: reports per 1,000 shipments by carrier exceed contract → withholds SLA credits at the quarterly review.
Business Criticality
High
Journey / Navigation Area
Generic
Owning Function
Customer Service
Calculation Notes
1️⃣ Fires when the order-issue form is accepted and a case_id is returned; never on form open, failed validation or a tracking page view.,2️⃣ Serialization always: one hit per report. Drop a resubmit with the same transaction_id, shipment_id and issue_type within 24 hours.,3️⃣ Required: form_type, transaction_id, shipment_id, issue_type (not_received, late, damaged, partial). Optional: case_id, carrier, support_channel.,4️⃣ Customer-initiated only: carrier scans go to Delivery Exception Occurrence; general Contact Us messages stay Contact Form Submission.,5️⃣ No free text, photos, address, email or phone in the hit; case_id links to the service record. Send only under analytics consent.,6️⃣ Reports logged by an agent on phone or chat are sent server-side with support_channel = agent and the customer's client_id.,7️⃣ Common mistakes: one hit per item instead of per shipment, and a missing shipment_id on split orders, which breaks carrier attribution.
Platform Events
| Platform | Event |
|---|---|
| Google Analytics 4 | submit_form |
| Adobe | form_submit |
Data Mappings
W3 Data Layer
{
"digitalData": {
"event": [
{
"eventInfo": {
"eventName": "submit_form",
"eventAction": "delivery_issue"
},
"attributes": {
"form_type": "delivery_issue",
"shipment_id": "shp-1",
"issue_type": "damaged",
"case_id": "case-1",
"carrier": "carrier",
"support_channel": "self_service"
}
}
],
"transaction": {
"transactionID": "txn-1"
}
}
}GA4 Data Layer
{
"event": "submit_form",
"form_type": "delivery_issue",
"transaction_id": "txn-1",
"shipment_id": "shp-1",
"issue_type": "damaged",
"case_id": "case-1",
"carrier": "carrier",
"support_channel": "self_service"
}Adobe Client Data Layer
{
"event": "form_submit",
"eventInfo": {
"form_type": "delivery_issue",
"transaction_id": "txn-1",
"shipment_id": "shp-1",
"issue_type": "damaged",
"case_id": "case-1",
"carrier": "carrier",
"support_channel": "self_service"
}
}XDM Mapping
{
"eventType": "web.formFilledOut",
"commerce": {
"order": {
"purchaseID": "txn-1"
}
},
"_tenantId": {
"form_type": "delivery_issue",
"shipment_id": "shp-1",
"issue_type": "damaged",
"case_id": "case-1",
"carrier": "carrier",
"support_channel": "self_service"
}
}Parameters
{
"carrier": "string - carrier handling the shipment (optional)",
"case_id": "string - service case or ticket ID returned on submit (optional)",
"form_type": "string - fixed value delivery_issue",
"issue_type": "string - not_received, late, damaged or partial",
"shipment_id": "string - shipment or package reported; one order can hold several",
"transaction_id": "string - order ID of the affected order, same key as purchase",
"support_channel": "string - self_service or agent (optional)"
}Source Data
Digital Analytics (GA4)
Dependencies
Prerequisite: List the dependencies required for this Event
Events:
Dimensions:
Report Attributes
issue_type carrier support_channel shipping_tier fulfillment_method device_category
Segment Eligibility
true
Governance
Dimensions
Derived Entities
Derived KPIs
Governance & Metadata
GitHub
catalog/events/delivery-issue-report.yml