A 3PL investigation workflow that keeps sellers and operators in sync
This 3PL automation SaaS replaces an investigation process that depended on email threads, support tickets and manual status checks. Sellers can open a case from an order, upload evidence and follow progress without contacting the operations team for every update.
01 / The problem
What the team needed to fix
Carrier investigations produce long conversations, attachments and status changes. When that information is split between a seller portal, Gmail, Freshdesk and the carrier system, the team spends time copying updates and checking which record is current.
The system also needed to give sellers useful visibility without exposing internal controls or requiring operations staff to maintain the same case in several places.
02 / The build
How I approached the system
I developed a structured investigation workflow around shipped orders. A seller selects the relevant shipment, explains the issue, uploads evidence and receives a case record with a visible status history.
Backend automations connect ChannelDock, Gmail, Google Drive and Freshdesk. Incoming carrier replies are associated with the right investigation, attachments remain available, and seller-facing updates stay synchronized with the internal case.
03 / Capabilities
What the product does
Order-based case creation
Sellers start from a known shipment, which reduces missing references and manual lookup.
Evidence handling
Files and supporting details remain attached to the correct investigation.
Carrier email synchronization
Replies can update the case instead of remaining isolated in a mailbox.
Freshdesk workflow
Browser automation connects case activity with the existing support process.
Seller status tracking
Customers can see progress without asking the team to repeat an update.
Internal case controls
Operators retain ownership of decisions and sensitive workflow actions.
04 / Workflow
How the workflow moves
- 01
Select a shipment
The seller chooses the affected order and starts an investigation.
- 02
Collect evidence
The portal records the issue, attachments and required carrier context.
- 03
Synchronize communication
Email and support replies are linked back to the active case.
- 04
Show the current status
Seller and operator views reflect the same investigation lifecycle.
05 / Product screens
Inside the project
Select a screen to inspect the interface, workflow and operational details more closely.
3PL Automation SaaS | Investigation & Seller Operations product view 1
06 / What changed
The practical result
- The investigation record becomes the shared source of context for sellers and the operations team.
- Carrier replies and evidence are easier to trace because they stay connected to the original shipment.
- The portal reduces repetitive status communication while preserving internal control of the process.
Common questions
Useful context before a similar build
It connects order records, seller requests, carrier communication, evidence and support tickets so an investigation can move through one controlled workflow.
Yes. Replies can be parsed and associated with the correct case when the workflow has reliable order, seller and carrier references.
Yes. The application can integrate with the current support platform instead of forcing the team to replace every tool at once.
Evidence files are attached to the investigation record so operators can review the shipment, communication and supporting material in the same context.
No. Seller-facing status and internal operational notes use separate views so the team can communicate progress without exposing private handling details.
The message moves to an exception path where an operator can associate it with the correct shipment or investigation before processing continues.
Work with me
Planning a 3PL automation system?
I can help turn seller requests, carrier communication and internal case handling into one reliable workflow.
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