What is Delivery Exception?

A delivery exception is a carrier status update indicating that a package has encountered a problem that deviates from the expected delivery timeline. Exceptions can range from minor (one-day weather delay) to severe (package lost or damaged beyond delivery). They are flagged in carrier tracking systems and require attention to determine whether action is needed—such as providing a corrected address, filing a claim, or reshipping the order.

Why It Matters

Delivery exceptions directly impact customer satisfaction and operational costs. Proactively identifying and resolving exceptions before customers contact support turns a potential negative experience into a demonstration of service quality. Unresolved exceptions lead to failed deliveries, returned packages, refunds, and negative reviews. Tracking exception patterns also reveals systemic issues like chronically incorrect address formats or unreliable carrier routes.

How It Works

• Common Exception Types: Address not found, recipient not available, weather delay, customs hold, damaged package, refused delivery, carrier facility delay, incorrect address, restricted delivery area.
• Detection: Carrier tracking APIs push exception notifications in real time. The exception status replaces or supplements the normal tracking progression.
• Resolution: Depending on the exception type, resolution might involve providing a corrected address, authorizing the carrier to leave the package, scheduling a redelivery, filing a damage claim, or reshipping the order.
• Customer Communication: Proactive notification to the customer about the exception and expected resolution timeline prevents inbound support tickets and reduces anxiety.

How Nventory Helps

Nventory monitors tracking updates across all carriers and automatically flags delivery exceptions the moment they occur. The system categorizes exceptions by type and severity, triggers automated customer notifications, and provides a centralized exception management dashboard where your team can resolve issues before they escalate to customer complaints.