Compare the right dates
Separate order date, promised date, dispatch event, carrier scan, and latest update. A delay review is weak when all dates are collapsed into one status label.
Classify the cause carefully
Use evidence-based categories such as awaiting dispatch, missing scan, carrier exception, address issue, or customer hold. Keep the cause uncertain when the systems do not support a conclusion.
Give the owner choices
Prepare the customer impact, policy context, and available next actions. Replacement, refund, expedited handling, and public promises remain owner decisions.