Shipment Exception
Also known as: Shipping Exception, Package Exception, Delivery Delay
Definition
A shipment exception is an event or condition that disrupts the normal flow of a package through the delivery network. Exceptions may or may not result in delays, but they indicate something unusual that requires attention or action.
Types of Shipment Exceptions
Address-Related
- Address not found
- Incomplete address
- Business closed
- Restricted access
Delivery-Related
- No one available to sign
- Recipient refused
- Delivery attempted, no access
- Incorrect recipient information
Transit-Related
- Weather delay
- Mechanical breakdown
- Hub/facility issue
- Volume delays
Customs-Related
- Documentation missing
- Inspection required
- Duties owed
- Clearance delay
Exception Severity Levels
| Severity | Impact | Example |
|---|---|---|
| Informational | No delay expected | Arrived early at hub |
| Minor | 1-2 day delay | Weather delay, reattempt |
| Major | Multi-day delay | Customs hold, address error |
| Critical | Significant issue | Package damaged, lost |
Handling Shipment Exceptions
- Detect - Monitor tracking for exception alerts
- Assess - Determine severity and cause
- Act - Take corrective action if possible
- Communicate - Notify customer proactively
- Resolve - Confirm issue is resolved
- Analyze - Identify patterns for prevention
Common Resolution Actions
| Exception | Resolution |
|---|---|
| Address issue | Correct address, reroute |
| No access | Schedule delivery appointment |
| Weather | Wait for conditions to improve |
| Customs hold | Provide required documentation |
| Damaged | File claim, reship |
Proactive Exception Management
- Set up automated exception alerts
- Create resolution playbooks by type
- Empower customer service to act
- Track exception rates by carrier
- Address root causes systematically
Exception Metrics
- Exception rate (% of shipments)
- Exception by type
- Resolution time
- Customer contact rate
- Reship/claim rate
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