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.
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.
Delivery exceptions can have three outcomes: a delayed package, an undeliverable package that gets returned to the sender, or a package delivered on time anyway, despite the exception.
Another outcome may be a frustrated customer. First off, don’t panic. Here’s what to do to change that.
While most orders are delivered on time, mistakes and delays can happen. It’s just a fact of life. As an eCommerce store, it pays to plan ahead so you can smooth things over with the customer and get that package delivered to their door. Having a system in place is your first step.
4 Common Reasons for a Delivery Exception
First, you’ll need to know the possible reasons why did a delivery exception occurs. These include:
1. Bad weather
Weather delays can result in late delivery. If you are aware of some significant weather events causing delays in the customer’s region (such as the fires in California or a hurricane down south), it is best to inform the customer of the delay. You can do so by adding a banner to your website with the most recent information or adding it to the customer’s shipping receipt, so they know what is going on. Most customers understand major weather delays, but they can be a problem if they paid for rush delivery for a gift.
2. Damaged or missing shipping labels
Sometimes shipping labels get torn, wet, fall off, or become unreadable for some other reason while in transit. While this is no fault of your own, the carrier may not be able to deliver the package if they can’t scan or read the label. This leaves the package in limbo as the carrier will attempt to find out more about the package and hopefully contact you.
3. The customer wasn’t home to sign for the package
If you shipped an order with a signature required, a delivery exception would occur if no one is there to sign for the package. In that case, the carrier will usually try again on the next business day.
Unfortunately, residential deliveries often occur during the workweek in the day time when many customers are at work. That means the problem happens again and again since the customer is just as unlikely to be home Monday at 1 pm as they are Thursday at 3 pm if they have a 9-5 job.
Unless you are shipping high-value items, it is best practice to not request a signature on delivery for this very reason. It can be frustrating as a customer to deal with, and they may look to your competitors next time. Convenience matters a lot!
4. Customs delays
Customs facilities aren’t known for speed. Sometimes, there is something wrong with the customs declaration form. If information was inaccurate or missing, that could hold things up. Other times, customs offices are just running slower than usual.
If you are struggling to figure out how to sell products online internationally, Simpl Fulfillment is an e-commerce fulfillment company that can pick and pack orders for you AND ensure that customs forms are filled out correctly, so packages don’t get held up in customs, leading to happier customers.
How to Handle Delivery Exception as an eCommerce Store Owner
If you are a busy seller with many orders, you probably won’t notice the delivery exception on the tracking link. You’re more likely to hear about it from the customer when the package doesn’t arrive on time. In this case, follow the same steps below.
And be sure to give your customers the reassurance that you are handling things. They are understandably upset — especially if they bothered to contact you.
STEP 1: Call the carrier
If you are not sure why a delivery exception occurred, you should call the carrier to find out. You will need to have the tracking number and customer’s address handy. Here are the phone numbers to call in the United States:
FedEx: 1-800-GoFedex (that’s 463-3339)
UPS: 1-(800) 742-5877
DHL: 1-(800) 225-5345
USPS: 1-800-ASK-USPS® (that’s 275-8777)
STEP 2: Contact the customer
Give the customer a heads up that the package will be delayed. It may suck to be the bearer of bad news, but they’ll be less upset if they hear it from you instead of going on a scavenger hunt trying to track down the package themselves.
Since you already called the carrier, you can inform them of what is going on, tell them any steps they need to take, and what you are doing to rectify the situation.
This is where you can steer a bad situation into a good customer service experience.
STEP 3: Decide the best course of action
For packages that are undeliverable due to a damaged package or label, it is best practice to send a replacement or issue a refund. Keep in mind that if the shipment was insured, you could get reimbursed by the carrier for your losses if it was the carrier’s fault.
There are a few common types of delivery exceptions that eCommerce stores may face. Here are some examples and tips on how to handle them:
1. Address Error: If an incorrect or incomplete address is provided, the package may be returned to the sender or delivered to an incorrect address. To avoid this, make sure your customers provide complete and accurate addresses. You can also use address verification software to help ensure accuracy.
2. Weather Delays: Inclement weather can cause delays in shipping. Stay up-to-date on the latest weather conditions and plan accordingly. You can also proactively communicate with your customers if you know there may be weather-related delays.
3. Customs Delays: International shipments may be subject to delays due to customs processing. Be sure to factor this into your estimated delivery time and keep your customers informed of any potential delays.
4. Carrier Delays: Sometimes, delivery delays are beyond your control and are caused by the shipping company itself. If this happens, reach out to the shipping company to find out what happened and when you can expect resolution. In the meantime, stay in communication with your customers so they know what's going on.
How to Avoid Delivery Exceptions
Here are some tips for avoiding delivery exceptions:
1. Use a reputable shipping company: Choose a shipping company that has a good track record for delivering packages on time.
2. Package items properly: Make sure your items are properly packaged so they won't be damaged in transit.
3. Ship to a physical address: If possible, ship to a physical address rather than a P.O. box or other type of address that may be more difficult for the shipping company to deliver to.
4. Keep your customers informed: Keep your customers updated on the status of their order and let them know if there are any delays or issues that could cause a delivery exception.
The Importance of Communication With Your Customers During the Order Process
No matter what type of eCommerce business you have, it's important to keep your customers informed throughout the entire order process. This includes letting them know about any potential delivery exceptions that could occur. By being upfront and transparent with your customers, you can build trust and keep them coming back for more.
If a delivery exception does occur, there are some steps you can take to minimize the impact on your business and your customers:
1. Communicate with your customer: Let your customer know as soon as possible that there is a problem with their shipment. Keep them updated on the situation and offer to refund or replace their order if necessary.
2. Work with the shipping company: If the delivery exception was caused by the shipping company, reach out to them and see if there is anything that can be done to rectify the situation.
3. Review your policies: Take a look at your shipping and return policies to see if there are any changes you can make to prevent delivery exceptions in the future.
4. Offer a discount: If a customer has to wait longer than expected for their shipment, offer them a discount on their next purchase to apologize for the inconvenience.
Handle delivery exceptions swiftly and keep the customer informed
Sometimes, delivery exceptions are unavoidable. But many are fixable if you handle them correctly. It may take extra time and effort, but customers will remember how quickly you sprang to action to fix things. This is an excellent opportunity to gain customer loyalty and turn a bad situation into a good one.
Related: USPS Lost My Package: What Do I Do?
Delivery Exception FAQs
How is a delivery exception handled?
Delivery exceptions are typically handled by the shipping company or courier that is responsible for delivering the package. The company will usually contact the customer to inform them of the issue and make alternative arrangements for delivery. In some cases, this may involve additional charges for the customer. Depending on the situation, it may be possible for customers to file an insurance claim if their shipment was damaged or lost in transit due to a delivery exception. Customers should always check with their shipping company directly to determine what options are available.
What are the consequences of a delivery exception?
When there’s a delivery exception, it can result in delays in receiving the package and may cause frustration for the customer. In some cases, additional charges may also be incurred by the customer. Delivery exceptions can also have an impact on businesses who rely on timely deliveries as part of their operations. If packages don’t arrive when expected, this could result in lost sales and dissatisfied customers. Therefore, it’s important to work with reliable shipping companies who are able to provide accurate estimates for delivery times and that have procedures in place to quickly address any unexpected issues.
How can I avoid delivery exceptions?
The best way to avoid delivery exceptions is to work with reliable shipping companies and carriers. It’s important to make sure all the information provided to the shipper is accurate, including the correct delivery address, weight and dimensions of the package, and any special handling instructions for fragile items. Additionally, customers should always check their tracking information regularly to stay up-to-date on the status of their shipment and be prepared for any potential delays. If a customer suspects that there may be an issue with their shipment, they should contact the shipping company or courier as soon as possible so they can begin working on a solution.
How do I track a package with a delivery exception?
Delivery exceptions occur when a package is undeliverable for some reason. Common delivery exceptions include things like the package being damaged, the address being incorrect, or the recipient being unavailable. If you have a delivery exception on your hands, tracking the package can be tricky. The first step is to contact the delivery company and let them know about the exception. They will usually be able to give you an update on the status of the package and what will happen next.
In some cases, the delivery company may be able to re-route the package so that it can be delivered to its intended destination. However, if the delivery exception is serious enough, the package may be returned to sender. If this happens, you should receive a notification from the delivery company letting you know that your package has been returned. From there, you can decide whether to have the package resent or pick it up from the delivery company yourself. Tracking a package with a delivery exception can be a little bit complicated, but with a little patience and perseverance, you should be able to get your hands on your much-anticipated delivery.
Will I be charged for a delivery exception?
It depends on the type of delivery exception and who is at fault. For example, if a package is damaged due to improper packing, the customer may be liable for any additional charges. It’s important to contact the shipping company or carrier directly to determine if there will be an additional charge associated with resolving the delivery exception.
How do I contact UPS about a delivery exception?
If you have a delivery exception with UPS, the best way to contact them is by calling their customer service line. You can also reach out to them through their website or social media channels. When contacting them about a delivery exception, make sure you have your tracking number handy and any other pertinent information regarding the package. This will help speed up the process of resolving the issue.
Will I be refunded for a delivery exception?
This depends on who is at fault for the delivery exception and what type of shipping service was used. If it is determined that the carrier was responsible for the delay or damage, customers might be eligible for compensation in the form of a refund or credit towards future orders. It’s important to check with the carrier directly to find out if this is an option.
What is the UPS delivery exception policy?
The UPS delivery exception policy outlines the procedures and protocols that must be followed when a package cannot be delivered. It includes specific steps for how to handle a delivery exception, including contacting the sender or receiver of the shipment, tracking and tracing the package, filing an insurance claim if necessary, and offering refunds or credits in certain situations. The Delivery Exception Policy also provides information about what types of insurance coverage may be available for customers experiencing delivery exceptions.
It’s important to familiarize yourself with the UPS delivery exception policy so you know what to do if you encounter an issue with your shipment. Understanding how the process works can help ensure that any issues are resolved quickly and efficiently. In addition, getting familiar with this policy can also help you avoid delivery exceptions in the future by taking the necessary steps to ensure all packages are properly addressed and packaged, and that the recipient is available to receive them.
Delivery exceptions can be a major headache for eCommerce businesses. But with the right knowledge and planning, you can minimize their impact on your bottom line. Stay tuned for our next post, where we'll share tips on avoiding delivery exceptions altogether! In the meantime, if you need help with fulfillment, please don't hesitate to get in touch with SImpl. We're here to help you run your business as smoothly and efficiently as possible.
Next article: Expedited Shipping- Everything you Should Know