Order-status source of truth

    The single record of where an order actually stands that every channel and team member reads from.

    Why it matters

    Without one, different people tell the customer different things, even when the underlying work is on track.

    Related terms

    Post-purchase promise

    Everything a brand implies will happen after checkout — timing, condition, what happens if something goes wrong — whether or not it's stated outright.

    Proactive update

    A status message sent to the customer before they ask for it.

    First response vs. resolution time

    Two distinct support metrics — how quickly a team replies, and how quickly the issue is actually resolved.