Frequently Asked Questions

What should a business do if a delivery exception occurs?

The two most important actions to take are:

  1. Immediate notification: Let the customer as soon as a delay is identified. Provide updates and expected delivery timeline, ideally in plain language. Offer contact details if the customer wants to know more. 
  2. Offer a choice of resolution options: Offer solutions such as rescheduling the delivery, providing a refund, or sending a replacement, depending on the nature of the exception.

How do international shipments increase the risk of delivery exceptions?

International shipments are more difficult than in-country shipments. They often face challenges like customs delays, documentation errors, and regulatory issues, which can lead to delivery exceptions. Shippers who want to avoid problems should double check that all their paperwork is accurate. It also helps to understand international shipping regulations, which is why it’s a good idea to use professional couriers, third-party logistics companies or freight forwarders.

What's the difference between a delivery exception and a failed delivery?

“Delivery exception” and “failed delivery” are terms used in the logistics and shipping industry. They refer to related, but different situations:

  1. A delivery exception is any event that prevents a package from being delivered on the originally planned date. Delivery exceptions can be caused by things like bad weather, traffic delays, issues with the shipping address, or customs delays. The package is still in transit, and the delivery can still be completed.
  2. A failed delivery, on the other hand, is when a package is undeliverable after all attempts to deliver it have been exhausted. Reasons for a failed delivery include incorrect address details, the recipient not being available to accept the delivery after several attempts, or refusal to accept the package. In these cases, the package may be returned to the sender or held at a local depot for pickup.

So some delivery exceptions might end up being failed deliveries. But most of the time, a delivery exception is a temporary glitch.