This article will cover:
What an exception report is
What it means for your orders/customers
What to do about it
What is an exception report?
An exception report is an Excel file consisting of your orders that have shipped via small parcel carriers (i.e., UPS or FedEx) that have what the carrier calls an “exception”. The report updates you with tracking numbers scanned into the UPS or FedEx delivery system, giving you the status of shipments that may require your attention for correction or simply informing you of a delay.
A delivery exception is when a package is temporarily stalled in transit for an unplanned reason and could affect when it arrives at its destination. While temporarily stalled in transit, it does not always mean that the package will not reach the consumer. It simply means that something has occurred in transit that is preventing the carrier from completing the delivery. Typically an “exception” will cause a slight delay until the issue is resolved.
Two common examples of exceptions include: the carrier cannot safely deliver the package due to unexpected weather issues or the address missing information like the floor, suite, or apartment number.
How do I get my Exception report?
Once an order ships and departs a DCL facility, the order is monitored in transit for issues that could cause delivery delays. You can schedule through eFactory an Exception Report to be sent to you at the time intervals you choose. We recommend you set up your report to come to you daily. You can find the instruction on how to schedule your Exception Report HERE
What information is contained within the exception report?
The exception report shows various reasons for exceptions. The report will also contain details such as the tracking number, order number, service, possible name, or ship info.
What do I do with the information in the report?
The most critical step is to review the information in the "Description” columns. This detail advises the current situation of the package(s).
In some cases, action is not required. The information is provided more as an “FYI” as there may be a slight delay, but the package is expected to move on to successful delivery.
In other situations, action may be required by the DCL customer. For example, you may need to reach out to the consumer to obtain missing address information.
Should action be required, please reply and update the DCL team with the necessary information. Once updates or missing information is communicated to the Order Support Group (OSG), they will reach back to the carrier(s) as needed to provide the details available so the package(s) can be successfully delivered.
Responses to exception requests need to happen within 24 hours. Sometimes, an order may be returned back to a DCL warehouse if the issue is not resolved (i.e., updated, correct consignee address).
As always, please do not hesitate to contact Order Support or your DCL Account Manager with any questions you may have regarding this report by simply replying to all on the email you received.
If you see “label created” on a package that should be in transit, please see DCL’s small parcel shippment process for more information.