E-commerce platforms have made shopping more convenient than ever for customers. However, it’s not the only benefit that matters. Customers today expect their packages to show up on time, at the right place, and in perfect condition.
And as long as you tick those boxes, you’ve got happy customers, a smooth shipping process, and a constant flow of revenue.
Until you get hit with a ‘delivery exception.’
You see, UPS ships over 24 million packages a day, and even a 1–2% exception rate means thousands of orders could be delayed or rerouted. For your business, this translates to lost revenue, increased support tickets, and a subpar delivery experience.
But what exactly should you do in case of a delivery exception? Should you call UPS? Wait it out?
In this guide, we’ll break down what a UPS shipment exception actually means, the different types you’ll encounter, and, most importantly, how to respond to and prevent it.
What is a UPS Delivery Exception?
A UPS delivery exception is a status update in which a package is delayed due to some unexpected circumstances. In this situation, the package may or may not arrive on the promised date, but UPS is notifying you that things aren’t going as planned.
These exceptions can happen at any point in the shipping journey – at pickup, in transit, or during delivery. In fact, over 11% of all shipments encounter a delivery exception of some kind. This can happen due to several reasons, like:
- Missed delivery attempt
- Damaged label
- Issues with customs
- Harsh weather conditions
- Federal holidays
Let’s understand these reasons in detail.
Types of UPS Delivery Exceptions
Your UPS package could face a delivery exception due to various reasons. Some common reasons include:
1. Address Issues
A package may encounter a UPS delivery partner exception in case of an incorrect address. This is one of the most common and, frankly, most avoidable exceptions. It happens when the shipping label doesn’t match with an actual, deliverable location. For example,
A wrong ZIP code
A typo in the street name
A missing apartment number
It might seem like an insignificant issue, but UPS wouldn’t waste time making corrections. As a result, the package could be rerouted, delayed, or returned to your warehouse.
Real-time address verification tools help you avoid this issue and identify inaccuracies before UPS does.
2. Package Damage or Loss
This UPS delivery exception is exactly what it sounds like: somewhere along the journey, your shipment got hurt or lost. Maybe it was accidentally dropped, crushed, or exposed to the elements during transit. Or maybe it got stuck in a warehouse and never made it to the destination. Whatever the reason, it can be a huge inconvenience for you and an even bigger one for your customer.
And while you can’t control what happens to a package after it leaves your warehouse, you can control what happens in case it is lost or damaged. With LateShipment.com’s shipping refund software, you can automate lost and damaged claims management to recover eligible refunds.
Learn more about How to File Your UPS Claims Hassle-Free.
It also gives you access to shipping and delivery intelligence, making it easier to optimize your UPS shipping strategy and avoid future incidents.
3. Customs Delays
If you’re shipping items internationally, they’ll have to clear customs before reaching their destination. But it can often be a tricky process. The package may get held up by the authorities for inspection, clearance, or paperwork verification.
And honestly, there’s not a lot you can do in this situation, as customs processes vary from one country to the next. A package might clear customs within hours, or it could take days depending on factors like:
- Incomplete paperwork
- Random inspections
- Import/export restrictions
Therefore, it’s important to ensure all customs documentation, like invoices, product descriptions, and value declarations, are spot-on to avoid unnecessary delays.
4. Harsh Weather Conditions
Snowstorms, hurricanes, heatwaves – bad weather can ground even the most reliable shipping systems, delaying your UPS delivery. They can slow down entire routes, disrupt flight schedules, and impact vehicle movement.
In these situations, UPS has no choice but to adjust the delivery schedule. But while you can’t magically improve the weather, you can prevent customer complaints and negative reviews by proactively informing them about potential delays.
5. Federal Holidays
During federal holidays, most businesses, including UPS, close shop for the day. This means there’s no shipping, no package movement, and no deliveries. As such, your delivery could be pushed by an extra day or longer.
To avoid this hassle, it’s important to check the calendar for upcoming holidays and adjust your delivery timeline accordingly. In case you overlook a holiday, make sure to notify customers of potential delays early.
Impact of UPS Delivery Exceptions on Customers
A UPS delivery status exception can be a hassle for you. But it is equally as bad for your customers. After all, they’re eagerly waiting for their package, tracking it with excitement.
An exception can lead to frustration, making them more likely to leave negative reviews, contact customer support, or even cancel future orders. In fact, 40% of customers say they’re unlikely to make repeat purchases if they experience a shipping delay.
Plus, if you don’t provide proactive updates or solutions, you further risk damaging their trust in your brand.
How to Identify a UPS Delivery Exception?
A UPS delivery exception can be a huge inconvenience. But spotting it early can help you avoid a customer support nightmare. Here’s how you can identify it:
1. Tracking Your Shipment
It might seem quite obvious, but it’s easy to lose track of the shipment when you’re shipping packages at scale. UPS’s tracking page is a good place to start, but when you’re managing hundreds of orders in a day, it might not be enough.
To stay on top of your shipments, you need a dedicated delivery experience management software like LateShipment.com. It centralizes all your shipments in one dashboard, monitors for exceptions automatically, and even sends branded tracking updates to your customers.
2. Understanding Tracking Updates
UPS shares detailed tracking updates with you, but it can sometimes be difficult to understand them. Updates like ‘in transit’ or ‘out for delivery’ are routine. But if you see something like ‘exception’ or ‘delivery will be rescheduled,’ you’ll have to dig deeper.
Learn more about How to Track Your UPS Shipments.
3. Recognizing Exception Notifications
UPS issues exception notifications. But you need to pay attention. They show up in the tracking log and often contain timestamps and additional context. If you miss these notifications, you won’t be able to offer proactive customer support, leading to dissatisfied customers.
4. Monitor Delivery Patterns
Sometimes, the problem isn’t with a single shipment. It’s a pattern. Maybe deliveries to a particular ZIP code are consistently delayed. Or a specific warehouse is generating more exceptions than others. Keeping an eye on such recurring exceptions can help you identify systemic issues that need fixing.
Steps to Take When a UPS Delivery Exception Occurs
See a UPS shipment exemption for a package? Here’s what to do next:
1. Contact UPS Customer Service
First things first – don’t just sit there refreshing the tracking page. Reach out to UPS directly. Their customer service team can give you more specific info. For example, if the package is stuck at a facility or being returned.
If it’s an address issue or a customs hold, UPS might let you make corrections or provide missing documents. The sooner you act, the better your chances of saving the delivery.
2. Communicate with the Customer
Remember, transparency is key. Instead of waiting for customers to reach out to your support team, send them a quick email or SMS update explaining the situation and what steps you’re taking.
Most customers don’t mind a delay as long as they’re in the loop.
Preventing UPS Delivery Exceptions
Sure, you can’t control a snowstorm in Massachusetts. But there are various other reasons for delivery exceptions that are 100% preventable. Here are some ways in which you can keep your shipments on track:
1. Verify Customer Addresses
A missing ZIP code extension or an incorrect apartment number is all it takes for a package to go MIA. Without early verification, you might not even know there’s an issue until UPS flags an exception during delivery. A simple way to prevent this is by using address verification tools at checkout.
2. Implement a Delivery Management Software
Tracking your shipments is key to identifying potential delays early and notifying customers on time. But manually monitoring hundreds of shipments can be chaotic. LateShipment.com’s delivery experience management software helps you keep track of delays and exceptions and even automates customer communication when things go sideways.
3. Use Weather-Resistant Labels
If your shipping label turns into a soggy blur the moment it rains, that’s on you. Smudged or damaged barcodes can cause scanning errors, which is a guaranteed trigger for delivery exceptions. Therefore, investing in high-quality, weather-resistant labels is non-negotiable.
4. Use the Right Packaging
You can’t use one-size-fits-all packaging for every item. Fragile items need padding. Heavy items need reinforced boxes. And everything needs to be sealed to perfection. This reduces the risk of damage and, ultimately, shipping exceptions.
5. Verify All Paperwork and Documentation
If you’re shipping internationally, your customs forms need to be accurate. Incorrect or incomplete documentation can immediately lead to customs-related delivery exceptions. So, before sending out the package, double-check product descriptions, HS codes, declared values, and recipient information carefully.
UPS's Response to Delivery Exceptions
When UPS encounters an issue in the delivery process, it flags it as a delivery exception. You can spot this update in your tracking dashboard with the status reading something like:
- Address unknown
- Damaged shipments
- Signature not received
Besides the exception reason, UPS also adjusts the estimated delivery time to help you determine the best course of action.
The End Note
With millions of shipments in a day, UPS delivery exceptions are inevitable. But with a few proactive steps and smart automation, you can avoid these exceptions, reduce refund losses, and keep your customers happy.
With end-to-end post-purchase experience management platforms like LateShipment.com, you can enjoy full visibility into the shipping process and leverage delivery intelligence tools to stop revenue from slipping through the cracks. Book a demo today.
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