I ran an e-commerce business that used Australia Post for shipping. A few years ago, I was responsible for 90% of Australia Post's lost parcel/SLA refund custom

I ran an e-commerce business that used Australia Post for shipping. A few years ago, I was responsible for 90% of Australia Post's lost parcel/SLA refund customer service volume in one day. Before COVID, Australia Post had a "Next Day Guarantee" for parcels sent through their Express Post network. If the parcels didn't arrive the next day, customers could choose to get a prepaid satchel or their money back. To take advantage of this, I wrote a script that tracked our shipments from the previous 12-months and identified which parcels were late. It then lodged a new inquiry through Australia Post's website. I received a call from the head of Australia Post's customer service team, telling me I was responsible for 90% of their volume. Apparently, what was causing delays was the need to wait for us to select "get money back" or "prepaid satchel", and she asked if they could do one or the other for all inquiries. This would have impacted the queue size (guessing one of their KPIs). In the end, we received several thousand dollars' worth of postage refunds.