What Is a Delivery Exception and How to Handle It as an eCommerce Store Owner?

Virginia Miller

Virginia Miller

May 30, 2024

In this article

You shipped an order to the customer, but instead of being delivered, the tracking results say delivery exception. Uh oh! Let’s take a look at what to do step by step to smooth things over with the customer and make sure they get the package.

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What Is a Delivery Exception?

A delivery exception is an event or situation that interrupts or delays the expected delivery of goods or services. Delivery exceptions can be caused by a number of factors, such as bad weather, traffic congestion, mechanical failure, or strikes. When a company experiences a delivery exception, it can cause major delays and disruptions to its operations. For customers, this can mean longer wait times for orders and canceled orders. In some cases, it can also mean lost profits for the company.

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What causes delivery exceptions?

Delivery exceptions occur when there is an issue preventing successful delivery of a package. Common causes include incorrect addresses, recipient not available, insufficient address information, package damage, refusal by recipient, and more.

How are delivery exceptions handled?

When a delivery exception occurs, the shipping carrier attempts to resolve the issue. This may involve contacting the recipient for corrected information, returning to delivery location, or holding the package for customer pickup. If the issue cannot be resolved, the package may be returned to the sender.

What are the consequences of delivery exceptions?

Delivery exceptions can result in shipment delays, additional shipping fees if rerouting is required, and dissatisfied customers. For businesses, this can also mean lost sales. It's important to have clear delivery exception handling policies and work with reliable carriers to minimize exceptions.

How can I avoid delivery exceptions?

Tips to avoid delivery exceptions include:

Providing complete and accurate delivery addresses
Properly packaging shipments to prevent damage
Letting recipients know to expect delivery
Using carriers with tracking and exception handling procedures
Having contingency plans for rerouting packages if needed

How do I track a shipment with an exception?

If your shipment encounters a delivery exception, contact the shipping carrier immediately for status and next steps. Most carriers allow you to track the updated delivery progress online by entering the tracking number. Make sure to get clarification on any additional charges or special handling requirements.

Will I be charged for delivery exceptions?

You may incur additional charges if the carrier needs to reroute or return your shipment. Determine carrier policies regarding who is responsible for costs related to various exceptions like inaccurate address, recipient refusal, damage, etc. Additional insurance can help cover some exception-related fees.

How do I contact UPS about an exception?

Contact UPS about a delivery exception by calling 1-800-742-5877 or contacting your account representative if you have one assigned. You can also reach out via live chat on their website. Have your tracking number available to reference the shipment.

Conclusion

While delivery exceptions can negatively impact customer satisfaction and business operations, being proactive helps minimize issues. Understand carrier exception policies, use accurate delivery data, package carefully, and act quickly when exceptions occur. Partnering with a reliable fulfillment provider can also help streamline exception handling.

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Next article: Expedited Shipping- Everything you Should Know

FAQs

What are some common delivery exceptions?

Common exceptions include incorrect or incomplete addresses, recipient not available, damage, refusal to accept shipment, insufficient postage, and restrictions that prevent delivery.

When would I be charged fees for delivery exceptions?

You may incur additional charges if the carrier reroutes or returns a shipment due to an exception. Exceptions caused by inaccurate recipient information or refusal to accept may also result in fees.

How can I prevent delivery exceptions with my shipments?

Tips to prevent exceptions include providing accurate delivery details, packaging items securely, alerting recipients of deliveries, purchasing extra insurance, and working with reliable carriers.

What happens when a recipient is not available for delivery?

If a delivery attempt is made but the recipient is unavailable, the carrier will typically attempt delivery again the next business day. Packages may be taken to a local facility for recipient pickup after several attempts.

Can recipients refuse delivery shipments?

Yes, recipients have the right to refuse delivery if they do not want or did not order the shipment. This results in a delivery exception and the package being returned.

How long does it take for an undeliverable shipment to be returned?

Return transit times vary by carrier and current location of the package. Expect return delivery between 2 days to 2 weeks. Contact your carrier for more specifics.

What information do I need to track an exception shipment?

To track a shipment with an exception, gather the carrier name, tracking number, recipient contact information, and original delivery address. This info helps carriers investigate issues.

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