Delivery exception handling

Confirm the delivery address with the customer and arrange a redelivery rather than simply retrying the shipment. Notify the customer proactively with what happened, the new expectation, and the action you are taking.

Find out exactly what the customs authority is requesting and which party must provide it, then communicate a clear deadline. Do not wait passively for the hold to resolve before informing the customer.

Start the carrier claim and dispatch a replacement shipment in parallel, never in sequence. Waiting for the claim investigation to finish before replacing the order unnecessarily extends the customer's wait.

Six signals qualify: no scan within the expected interval, a scan outside the planned route, a failed delivery attempt, a customs hold, a temperature excursion on a controlled load, or an ETA moved past the promised date.

Tell the customer as soon as the exception is detected, not after the carrier's investigation concludes. A customer informed at hour two stays informed; one discovering it at day three becomes a complaint.

Never wait for the carrier's investigation before notifying the customer, and never promise a new delivery date the carrier has not committed to. Both erode trust and create follow-up disputes.