Shipment exception handling for e-commerce

In e-commerce, shipping exceptions are inevitable. Packages get damaged, delivery attempts fail, shipments get stuck in transit. The question is not whether it happens — but how quickly and systematically you respond.

This article describes a structured approach to handling shipping exceptions: from detection to prioritization to resolution.

Common exception types

Most shipping exceptions fall into these categories:

• Failed delivery attempt — recipient not home, wrong access, package doesn't fit in the mailbox.
• Address issues — wrong or incomplete address, unknown recipient.
• Customs hold — missing documents, outstanding duty payment (cross-border shipments).
• Damage — package damaged during transport.
• Lost — no scan for several days, shipment untraceable.
• Return to sender — carrier sends package back to sender.

Prioritization by urgency

Not every exception has the same urgency. A structured priority system helps you handle the most important cases first:

Structured resolution process

For each exception, we recommend a three-step process:

1. Analysis — what exactly happened? Review tracking history, identify exception type.
2. Action — contact customer, call carrier, arrange re-shipment, initiate refund.
3. Documentation — document resolution, mark shipment as resolved, identify patterns for future prevention.

Automating detection

Manually checking tracking pages doesn't scale. Automated monitoring systems like ShipTriage watch your shipments continuously, detect exceptions immediately, and notify your team through your preferred channels.