How to Handle Shipment Exceptions Without Losing Customer Trust

What Is a Shipment Exception?

A shipment exception occurs when a package cannot be delivered as planned. Common causes:

• Failed delivery attempt — no one home, no safe location to leave it
• Address issue — incorrect or incomplete address
• Customs hold — missing documentation or duties owed
• Weather or natural disaster — carrier network disruptions
• Lost package — package stops scanning and is presumed lost

The Default Merchant Response (Wrong)

Most merchants do nothing. They wait for the carrier to resolve it, or worse, wait for the customer to contact them. By then, the customer is already frustrated and composing a negative review.

The Right Response Framework

Step 1: Detect It Immediately

TrackLogy flags every exception event in real time. You see it before your customer does.

Step 2: Notify the Customer First

Send an exception notification within the hour. Acknowledge the issue, express empathy, and explain next steps. Customers forgive problems they're warned about in advance.

Step 3: Contact the Carrier

For address issues, update the delivery address with the carrier through their portal. For lost packages, open a trace investigation.

Step 4: Set Expectations

Update the estimated delivery date in your notification. Don't promise a date you can't keep.

Step 5: Close the Loop

When the issue is resolved and the package is delivered, send a "finally delivered" notification. It reinforces that you were watching out for them the whole time.

Automating Exception Alerts in TrackLogy

Under Store Settings → Notifications, enable the Exception trigger. TrackLogy will automatically send your customised exception email the moment an exception event is detected on any of your shipments.