While last-mile carriers go to great lengths to deliver every parcel on time, there are many times when the ability to do so is outside their control.
This is a delivery exception, and they’re a big problem for shoppers and cross-border retailers. You’ll never be able to eliminate them completely, but you can take steps to minimise their impact on your operations.
In this article, you’ll learn what delivery exceptions are, why they occur and how you can solve them.
What is a delivery exception?
A delivery exception occurs when a package experiences an unexpected delay or disruption that prevents timely delivery.
Causes can include:
- Weather-related delays
- Delivery refusal owing to poor package condition
- Lost or stolen packages
In most cases, delivery exceptions are only minor setbacks, with delivery completed the following day. But sometimes they can result in delivery failure.
For cross-border retailers, delivery exceptions can be particularly troublesome owing to the complex nature of international deliveries. A delay in customs or a problem with the recipient’s address can result in further delays even after the initial issue is resolved.
5 common causes of delivery exceptions
Solving and minimising delivery exceptions starts with understanding why they occur. Here are the five most common causes:
1. Weather-related disruptions
Weather-related disruptions represent one of the most unpredictable yet common causes of delivery exceptions for cross-border shipments. Severe weather conditions can significantly delay delivery, particularly air transportation, which many international shipments use.
2. Incorrect addresses or missing labels
Incorrect, incomplete or unclear delivery addresses represent a particularly challenging category of delivery exceptions for cross-border retailers, as international address formats and requirements vary significantly between countries.
3. Documentation issues
Documentation issues extend beyond simple address problems to encompass a range of paperwork and labelling challenges that can cause delays at customs.
4. Port and road congestion
Port congestion has emerged as an increasingly critical factor affecting international delivery exceptions. Delays at major international shipping hubs create ripple effects throughout the global supply chain, affecting not only ocean freight but also air cargo operations that depend on efficient ground transportation connections to and from port facilities.
5. Damaged packages
Consumers have every right to refuse delivery if their package turns up damaged. This is a particular problem for international shipments, where the extended journey associated increases the likelihood of packages sustaining damage that could render them undeliverable.
Why are delivery exceptions a problem for cross-border retailers and their customers?
The implications of delivery exceptions for cross-border retailers extend well beyond the immediate costs of redelivery.
Each delivery exception creates a cascade of expenses, including additional carrier fees, expedited shipping costs for replacement orders, and potential customer compensation in the form of refunds or credits.
But that’s still just the tip of the iceberg. Here are three other issues caused by delivery exceptions.
Lost sales
Lost sales represent perhaps the most significant long-term impact of delivery exceptions for cross-border retailers. When customers experience delivery problems, particularly in international markets where they have local alternatives, the likelihood of repeat purchases decreases substantially.
Unhappy customers
For customers, delivery exceptions create uncertainty and frustration that can have a lasting impact on their perception of the retailer. Negative delivery experiences often translate into poor online reviews, social media complaints and word-of-mouth recommendations that can influence potential customers across multiple markets.
Stretched resources
From an operational perspective, delivery exceptions create a significant resource drain for cross-border retailers. Managing exceptions requires dedicated customer service resources to handle inquiries, coordinate with carriers and arrange alternative delivery solutions.
How to manage and prevent delivery exceptions
Minimising delivery exceptions is crucial to maintaining smooth delivery processes, enhancing customer satisfaction and protecting your brand reputation.
By implementing the following strategies, retailers can significantly reduce the frequency of delivery exceptions and ensure a more reliable shipping experience.
Confirm the address
Accurate and complete addresses are fundamental to successful deliveries. Use address verification tools to validate and standardise customer addresses at the point of order, preventing errors that often lead to delivery exceptions.
Use weather-resistant labels
Cross-border shipments frequently encounter diverse weather conditions. Using durable, weather-resistant labels ensures that shipping information remains legible throughout transit, reducing the risk of misrouting or delivery delays due to damaged labels.
Use trusted carriers
Partnering with reputable carriers who have proven expertise in international shipping reduces the likelihood of exceptions caused by operational errors. Trusted carriers typically have better infrastructure, customs knowledge and contingency plans for handling disruptions.
Give customers a tracking solution
Providing customers with real-time tracking tools empowers them to monitor their shipments and anticipate any delays. Transparent tracking reduces customer anxiety and enables proactive communication in the event of exceptions.
Offer several localised delivery updates
Speaking of proactive notification, retailers should give multiple delivery updates to customers in their local language. Multiple updates keep customers informed at every step, enhancing trust and reducing inquiries related to delivery exceptions.
Use multiple carriers
Relying on multiple carriers diversifies your shipping options and mitigates risks associated with carrier-specific disruptions. This flexibility allows you to choose the best routes and services for different markets, minimising the chance of exceptions due to network issues.
By combining these methods, cross-border retailers can build a resilient delivery system that minimises exceptions and delivers a seamless customer experience across international markets.
Minimise delivery exceptions with Pro Carrier
Another way to minimise delivery exceptions is to work with a dedicated cross-border eCommerce delivery expert like Pro Carrier.
By combining cutting-edge technology, a range of global delivery options and a network of final-mile delivery partners, we ensure an incredible cross-border experience.
Our custom-built platform delivers real-time visibility across your orders and lets you edit them on the fly in case of incorrect address details or other issues.
It also offers an integrated tracking page, providing direct access for you and your customers to local final-mile delivery services — so everyone gets up-to-date information on shipments.
Learn more by speaking to one of our experts today.