Delivery Exception.
Action May Be Required.
Your package encountered an issue during delivery. Here's what exceptions mean and how to resolve them.
Supports UPS, USPS, FedEx, and DHL.
What Does “Exception” Mean?
A delivery exception indicates that something has interrupted normal package delivery. This could be an address problem, failed delivery attempt, weather delay, customs hold, or other issue that prevents on-time delivery.
Exceptions are the highest-priority tracking status for operations teams because they require attention and often action. Exceptions can delay delivery and trigger customer inquiries.
Common exception categories: - **Address issues:** Incomplete address, incorrect address, unable to locate - **Delivery attempts:** No one available, business closed, refused delivery - **Operational:** Weather delay, mechanical issues, security delay - **Customs:** Documentation required, duties pending, hold for inspection - **Damage:** Package damaged, contents damaged
Operations teams should configure alerts for exceptions to enable rapid response. Many exceptions can be resolved with address corrections, delivery rescheduling, or customer communication.
For B2B operations, exceptions directly impact SLA metrics and customer satisfaction. Tracking exception rates by carrier, destination, and root cause helps identify systemic issues.
Common Scenarios
When to Escalate
- Exception persists for 3+ business days without resolution
- Customer-impacting exception (wrong address) with no clear resolution path
- High-value or time-sensitive shipment with exception status
- Pattern of exceptions to specific destination or from specific carrier
Carrier Differences
UPS: Exception types include 'Action Required' (need customer input) and 'Exception' (carrier issue). UPS My Choice allows scheduling redelivery.
FedEx: Exceptions categorized by type (customer issue vs. operational). FedEx Delivery Manager enables redirect and hold options.
USPS: Shows 'Alert' status for exceptions. Options include hold at post office, schedule redelivery, or provide delivery instructions.
DHL: International exceptions often relate to customs. May require documentation or duty payment. Local exceptions similar to domestic carriers.
Amazon: Shows specific exception reasons. Customer can often reschedule or redirect through Amazon account directly.
Get proactive alerts instead of checking tracking.
- Know about exceptions before customers ask
- Track all statuses across carriers
- Centralize your shipment visibility