The term “delivery exception” refers to an unexpected event during the shipping process that prevents a package from being delivered on time. For individuals and businesses alike, encountering this status in tracking updates can be frustrating, as it introduces uncertainty about when the delivery will resume.
Delivery exceptions can happen for a variety of reasons, ranging from bad weather conditions to an incorrect address. Understanding the causes, potential solutions, and how companies like FedEx, UPS, and USPS handle these situations can help mitigate their impact on customer satisfaction and ecommerce operations.
What Does a Delivery Exception Mean?
A delivery exception occurs when something disrupts the standard delivery process. This status often appears in tracking information provided by shipping carriers, signaling that a package will likely arrive later than the original delivery date. Whether caused by severe weather conditions, missing documentation, or other disruptions, a delivery exception doesn’t necessarily mean the package is lost. Instead, it indicates a delay that needs resolution.
Common Causes of Delivery Exceptions
There are several common causes of delivery exceptions that shipping carriers frequently encounter:
- Weather Conditions and Natural Disasters
Inclement weather, such as snowstorms, hurricanes, and wildfires, can disrupt delivery routes and delay shipments. Severe weather conditions may ground planes, block roads, or close regional distribution centers, affecting the entire supply chain. - Incorrect Address or Missing Information
Packages sent to an incorrect address or those with incomplete delivery information, such as a missing apartment number, can result in a delivery exception. - Customs Delays in International Shipments
For international shipping, customs clearance processes can introduce unexpected delays. Missing documentation or restricted items can result in a shipment exception, especially for ecommerce businesses shipping across borders. - Failed Delivery Attempt
When carriers like FedEx or USPS attempt to deliver a package but cannot reach the recipient due to an inaccessible location or an absent recipient, it results in a delivery exception. - Operational Challenges
High shipping volumes during peak seasons, national holidays, or disruptions in the workforce can also contribute to delivery exceptions.
Want Lower Shipping Costs?
We save our customers an average of 18% on shipping costs within the first month.
How Major Shipping Carriers Handle Delivery Exceptions
FedEx Delivery Exception
FedEx uses a detailed tracking system to alert customers when a delivery exception occurs. Whether it’s due to weather conditions or a FedEx shipment routing error, the system provides real-time updates. Customers can use the tracking number to view notifications about the exception status and revised delivery date.
UPS Delivery Exceptions
UPS provides clear exception notices to explain the issue, such as an incorrect delivery address or a missed delivery attempt. Like FedEx, UPS enables customers to monitor changes in delivery time and route via tracking information.
USPS Delivery Exceptions
USPS often deals with high volumes of ecommerce shipments. Delivery exceptions, such as “held at customs” or weather delays, are common during international shipping. USPS also offers real-time tracking and exception notices to update recipients.
The Role of Notifications in Managing Delivery Exceptions
Shipping carriers rely heavily on real-time notifications to keep customers informed about potential delays. These updates include changes in the delivery status, reason for the exception, and estimated new delivery time. For businesses, automated systems that track and send alerts can enhance the delivery management process, ensuring timely communication with customers.
Preventing Delivery Exceptions
- Ensure Accurate Shipping Address
Double-check the recipient’s address, including apartment numbers and zip codes, before generating the shipping label. For ecommerce businesses, incorporating address verification tools during checkout can help prevent incorrect address issues.
- Prepare for Weather-Related Delays
Anticipate potential weather delays during seasons prone to inclement weather or natural disasters. Offering flexible delivery date options can improve customer experience during these periods.
- Optimize International Shipping
For international shipments, ensure all customs documentation is accurate and complete. Partnering with experienced shipping carriers that specialize in cross-border logistics can help avoid customs delays.
- Monitor and Automate Notifications
Using software to automate notifications about tracking updates or potential delays can keep customers informed. Ecommerce businesses can integrate tracking systems with their platforms to provide real-time updates directly to online shoppers.
How Delivery Exceptions Impact Ecommerce and Customer Satisfaction
In ecommerce fulfillment, delivery exceptions can affect customer satisfaction and business reputation. Online shoppers expect timely delivery, especially when ordering time-sensitive items like gifts or next-day shipments. A single late shipment due to a delivery exception can lead to negative reviews, strained customer relationships, and potential loss of repeat business.
By proactively addressing causes of delivery exceptions and maintaining clear communication, retailers can enhance the overall delivery experience. For instance, offering accessible customer support to address concerns quickly can mitigate the frustration caused by delayed shipments.
Real-Life Examples of Delivery Exceptions
Case 1: Weather Conditions Impact FedEx Shipment
A severe snowstorm disrupted delivery routes across the Midwest, resulting in a FedEx delivery exception for thousands of packages. Customers were notified of potential delays and updated on the estimated delivery time once the weather cleared.
Case 2: Missing Documentation in International Shipping
An ecommerce retailer shipping to Europe encountered a customs delay due to missing documentation. The package was held until the necessary forms were provided, delaying the delivery process. Clear guidelines on required documentation could have prevented this exception.
The Importance of Addressing Delivery Exceptions
Resolving delivery exceptions quickly is crucial to maintaining high customer satisfaction. Whether it involves rerouting packages, updating tracking information, or improving communication with the recipient, businesses must prioritize swift solutions. Additionally, understanding patterns in exception statuses can help ecommerce businesses refine their shipping processes over time.
FAQs About Delivery Exceptions
What happens after a delivery exception?
After a delivery exception occurs, shipping carriers typically investigate and resolve the issue. The revised delivery date will depend on the nature of the exception.
Can I prevent delivery exceptions altogether?
While some exceptions, like weather delays, are beyond control, accurate shipping labels and clear communication with customers can reduce preventable exceptions.
How do delivery exceptions affect international shipments?
International shipments are more prone to exceptions like customs delays or missing documentation. Working with reliable shipping carriers and providing complete paperwork can minimize these risks.
Enhancing the Delivery Experience
For ecommerce businesses, offering proactive solutions to delivery exceptions can differentiate them from competitors. By improving the shipping process, ensuring timely delivery whenever possible, and communicating effectively, businesses can create a positive delivery experience. In cases of unavoidable delays, addressing customer concerns promptly through support channels can help rebuild trust.
Bottom Line
A delivery exception means that an unforeseen event has disrupted the normal delivery route, delaying the arrival of a package. While exceptions like inclement weather, incorrect address, or customs delays are common causes, solutions exist to minimize their impact. By focusing on accuracy, communication, and proactive measures, businesses and shipping carriers alike can improve the overall delivery process and maintain high levels of customer satisfaction.
If you’re looking for a 3PL with fulfillment centers in cities across the US, we own and operate facilities in The Bay Area, Los Angeles, Kentucky, and the East Coast.
Be sure to review the list of services we offer, including ecommerce fulfillment, retail fulfillment, Amazon fulfillment services, reverse logistics, transportation management, and kitting & assembly.
Looking for a Fulfillment Solution?
We love supporting trendsetting brands. Ask us about our customized fulfillment solutions, dedicated account manager support, and best-in-class order management platform.
