Delivery Exception

What Is a Delivery Exception?

A delivery exception is an alert that an unexpected event has occurred, disrupting the normal shipping process. This doesn't necessarily mean your package is lost or that it will be late. It simply means the package is temporarily delayed while the courier works to resolve the issue. Understanding these exceptions is key to managing customer expectations and keeping your delivery operations running smoothly.

What Causes a Delivery Exception?

Several things can trigger a delivery exception. While some are out of your control, others can be prevented with careful planning. Here are some of the most common causes:

Incorrect or Incomplete Address

This is one of the most frequent reasons for a failed delivery. A simple typo, a missing apartment number, or an old address can prevent a package from reaching its destination. The courier will hold the package and attempt to get the correct delivery address from the sender or recipient.

Weather-Related Disruptions

Bad weather can significantly impact a delivery route. Severe weather conditions, such as hurricanes, blizzards, floods, or other natural disasters, can make roads unsafe or impassable. In these cases, the package is temporarily delayed until conditions improve and the delivery can be safely completed. Inclement weather often affects a wide area, causing widespread delays.

Customs Delays

For international shipping, packages must clear customs before entering a new country. A delivery exception can occur if documentation is missing, inaccurate, or if the package requires further inspection. These delays can range from a few hours to several days, depending on the issue and the country's regulations.

No One Available to Receive the Package

Some deliveries require a signature or an in-person handoff. If no one is available at the delivery address to receive the package, the courier will typically attempt delivery again on the next business day. After a few failed attempts, the package may be returned to the sender.

Damaged or Unreadable Label

The shipping label is crucial for getting a package from point A to point B. If the label is damaged, torn, or unreadable, the automated sorting systems can't process it. This requires manual intervention to identify the destination, which can delay the shipping process.

How to Resolve a Delivery Exception

When a delivery exception happens, acting quickly is essential to get the package back on track and keep your customer informed. Here’s a straightforward process to follow:

1. Identify the Problem

The first step is to find out what caused the exception. Most tracking systems, like those from FedEx, will provide a delivery exception status code or a brief description of the issue. This information tells you whether it's an incorrect address, a weather delay, or something else.

2. Collaborate with Your Teams

Once you know the cause, you need to work with the right people to fix it. This often involves collaboration between your logistics team, customer service representatives, and the carrier. For example, if it's an incorrect address, your customer service team may need to contact the customer to get the correct information.

3. Communicate with Your Customer

Keeping the customer in the loop is critical. Proactively reach out to them, explain the situation, and let them know what steps you're taking to resolve the issue. Clear communication helps manage expectations and builds trust, even when there's a delay. Provide a new estimated delivery date if possible.

Why Understanding Delivery Exceptions Matters

Effectively managing delivery exceptions offers significant benefits for your business. It's not just about fixing a single delayed order; it's about improving your overall delivery operation.

• Improve Customer Satisfaction: Quickly resolving issues and communicating clearly shows customers you care. This can turn a potentially negative experience into a positive one and prevent customer dissatisfaction.
• Increase Operational Efficiency: By tracking and analyzing delivery exceptions, you can identify recurring problems in your shipping process. Addressing these root causes helps reduce costs associated with reshipping, rerouting, and handling customer complaints.
• Build Trust: Transparent communication about delays demonstrates reliability and helps maintain a strong relationship with your customers.

How Geo2 Handles Delivery Exceptions

At Geo2, we know that exceptions are a part of the delivery game. That’s why our platform is built with features to help you manage them in real time and keep your operations running smoothly.

• Exception Reporting: Geo2 automatically flags discrepancies between the planned delivery location and the actual Proof of Delivery (POD) geolocation. For instance, it can highlight if a delivery was made more than 500 meters from the intended address, helping you spot potential issues right away.
• Real-Time POD Notifications: You get instant notifications for successful, partially successful, or failed delivery attempts. This data allows managers to take immediate action, whether it's contacting a driver or updating a customer.
• Live Vehicle Tracking: With real-time visibility into your vehicles' locations and delivery statuses, you can make dynamic adjustments to the delivery route. This enables you to handle exceptions as they happen and prevent further delays.

Stay in Control of Your Deliveries

Dealing with a delivery exception can be a headache, but understanding the causes and having a clear process for resolution makes it much more manageable. By leveraging tools like Geo2, you can proactively handle these issues, keep your customers happy, and maintain an efficient delivery operation.