Delivery exceptions: an annoyance and an opportunity

By Oleg Mikhailenko
Published in Solutions
September 13, 2022
4 min read
Delivery exceptions: an annoyance and an opportunity

Picture this. You sent out a package to one of your loyal customers a couple days ago. You elected for shipping that should have it arriving in only a couple of days. After all, customers these days expect their packages in two days or less. Time is money, and you don’t want to be left behind the curve. You idly swipe into your FedEx app to check where your package might be, just to make sure you’re on top of everything, but to your shock, your parcel has run into a delivery exception meaning that it won’t arrive on time! What can you do in this situation, and how can you prevent it from happening? Read on for the ins and outs of the exception delivery status, and how to navigate it the next time it affects your business.

What does shipping exception mean?

When you read that your package has an exception, it’s normal to be confused and wonder exactly what caused it, and what’s more, question when it will arrive on your customer’s doorstep. The truth, however, is that there can be a variety of reasons for the delay. Inclement weather, infrastructure blockages, technology issues, and problems with the label on the package can all affect delivery times. When it comes to a delivery exception incorrect address labels, for example, are an especially prolific culprit.

How can you prevent a delivery exception?

Unfortunately, as long as you make sure your package is labeled properly, there’s little you can do to prevent the kinds of events that delay a parcel. However, no matter which courier service you go with, you should be informed of any delays in service right away. You may have a FedEx shipment exception or a UPS exception meaning that you can receive both email and text alerts, as well as check updates online. Once you get the alert that a parcel may be a bit late, the smart thing to do is to relay that information directly to your customer to make sure that there are no nasty surprises. Alternatively, if your order management software supports integrations, you can set it up so that these notifications are automatically passed on. This keeps your customer happy, in the know, and less likely to have a negative experience, even though the items they wanted might be a couple days late. We here at P2Pseller offer an excellent solution that will keep both you and your customers informed. Register a free account with us today to check us out.

What if my package is nowhere to be found?

If the worst happens and a package exception leads to the realization that your box has gone missing entirely, not to worry. As long as you have insurance, you can claim the value of the package so you can send out a replacement without eating into your bottom line. If you don’t have insurance, check with your preferred courier partner. You may have the ability to claim a certain amount back anyway, a sort of blanket insurance that’s offered to all customers as part of the shipping price. As long as you have excellent customer service, you shouldn’t worry about the occasional box going missing so long as you promptly send a replacement. If it happens more often than from time to time, however, consider switching your shipping partner to one that will handle your merchandise more carefully.

How do I ensure excellent customer service in case of a delivery exception?

It shouldn’t be complicated to learn how to improve on customer service. Developing excellent customer service delivery is mostly a matter of consistency, proactiveness, and meeting customers on their terms. By keeping these three mandates in mind, you’ll be in a much better position to handle any problems that come your way head-on.

First, proactiveness. It’s absolutely essential to know how you’ll solve common issues before they crop up. How long do your customers have to request a return or exchange? Who is responsible for shipping? What happens if a package gets lost? All these questions deserve a few minutes of your time to fully think through before you’re put on the spot to ensure you can provide the best customer support.

Second, it’s important to meet your buyer where they are. If they’re frustrated, it’s important to acknowledge their frustration before attempting to determine which solution works best for them. Understand that they’re only interested in getting the product they paid for. They don’t necessarily have all the information about fulfillment, supply chain interruptions, or other problems like you do.

Lastly, consistency. Have a plan in place for the maximum amount of time that can elapse before you address a question or complaint. Speedy service makes for buyers who feel attended to and like their business matters, and it makes a world of difference whether a customer receives an answer within four hours or four days! Of course, that doesn’t mean that you have to be refreshing your email 24/7 to maintain good service delivery. No, indeed. In fact, many business owners choose to outsource their customer care operations for exactly this reason. For a small fee, you can have round-the-clock monitoring for whenever an issue crops up.

In conclusion

No one likes to hear that their delivery has been interrupted. But as long as you stay on top of your notifications and send any information to the customer as soon as possible, you can avoid most of the headaches that come alongside these unfortunate events. After all, good relations with your buyers begins with top-class fulfillment. The fewer delays there are, the fewer delays you’ll have to explain. Register a free account with us today to browse the full extent of our offerings and see what we can do for you and your business. We’d be ecstatic to partner with you and have you on board for the ecommerce revolution.


Tags

#shipping#deliveryexception#lostpackage#customerservice
Previous Article
2022’s definitive guide to estimating shipping costs

Oleg Mikhailenko

Co-Founder, CEO P2Pseller

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