Delivery Exceptions and How to Avoid Them
What is a Delivery Exception?
A delivery exception occurs when a package is temporarily delayed during transit due to unforeseen circumstances, preventing it from being delivered on the expected date. While exceptions don’t always mean a failed delivery, they can cause frustration for both businesses and customers.
Common Causes of Delivery Exceptions
1. Incorrect or Incomplete Address
A wrong ZIP code, missing apartment number, or misspelled street name can delay delivery.
Some carriers may attempt correction, but others may return the package to the sender.
2. Weather and Natural Disasters
Severe weather (snowstorms, hurricanes, floods) can disrupt carrier routes.
Some delivery networks reroute packages, leading to delays.
3. Customs Delays (for International Shipments)
Packages held due to missing documentation or customs inspections.
High duty fees or regulatory issues can cause further delays.
4. Security or Restricted Items
Items flagged for security reasons (e.g., hazardous materials).
Some goods may require additional clearance before delivery.
5. Carrier Delays and Volume Surges
High demand periods (holidays, sales events) may cause backlog delays.
Mechanical failures, staff shortages, or strikes can also slow down deliveries.
6. Failed Delivery Attempts
No one available to receive the package, especially for signature-required shipments.
Access issues (e.g., gated communities, office buildings).
7. Damaged or Lost Packages
Mishandling, theft, or damage in transit can lead to an exception.
Carriers may return damaged goods to the sender instead of delivering them.
How to Avoid Delivery Exceptions
1. Verify Shipping Addresses Before Sending
Use address validation tools to check for errors.
Ask customers to confirm shipping details at checkout.
Format addresses correctly per carrier guidelines.
2. Use Weather and Route Monitoring
Check for weather-related disruptions and notify customers of potential delays.
Work with carriers that have contingency plans for bad weather.
3. Improve Customs Compliance for International Shipping
Ensure all required customs documents (commercial invoices, HS codes) are included.
Clearly declare package contents to avoid customs holds.
4. Choose the Right Carrier and Shipping Method
Compare carrier reliability, especially for time-sensitive shipments.
Use expedited shipping for urgent orders to minimize delays.
5. Offer Multiple Delivery Options
Allow customers to choose signature-required delivery for high-value items.
Provide pickup locations as an alternative to failed home deliveries.
6. Use a 3PL to Optimize Fulfillment
Third-party logistics (3PL) providers have expertise in reducing delivery issues.
They offer carrier diversification and access to better shipping rates.
7. Set Up Proactive Tracking and Alerts
Enable real-time tracking so customers can monitor shipments.
Send automated alerts when an exception occurs with a resolution plan.
What to Do When a Delivery Exception Happens
Step 1: Identify the Exception Type
Check carrier tracking for error codes or exception details.
Contact the carrier to determine whether rerouting or correction is possible.
Step 2: Communicate with the Customer
Notify the recipient of the delay and provide an updated delivery estimate.
Offer proactive solutions (rescheduling, alternate pickup, refund).
Step 3: Work with the Carrier for Resolution
Incorrect address? Request a correction (fees may apply).
Lost or damaged? File a claim with proof of shipment and package value.
Held at customs? Provide additional documentation if requested.
Conclusion: Reducing Delivery Exceptions Improves Customer Experience
Minimizing delivery exceptions enhances reliability, reduces shipping costs, and keeps customers happy. By using address verification, carrier tracking, and a 3PL partner, businesses can proactively prevent delays and manage exceptions efficiently.