We live in an age where internet buyers expect to receive their purchases when they want them. People are dissatisfied when the order is inaccurate or delivery is delayed. Perhaps you’ve already checked your tracking status and noticed that it’s been tagged as an exception with a delayed delivery date.
While shipping companies will make every effort to guarantee that shipments arrive on time, there are many occasions where the capacity to deliver on time is beyond their control. It occurs – it is, after all, life.
However, being prepared for such incidents and responding to customers can influence whether or not they return to your store in the future. Let’s take a look at how delivery delays affect eCommerce shipping.
What is the definition of a delivery exception?
When a carrier cannot complete a delivery because the item or freight is momentarily stuck in transit, this is referred to as a delivery exception status. Carriers will frequently disclose specifics about the reason for the delay, though this is not guaranteed.
Delivery exceptions might occur with the package itself (for example, if the item is damaged during transit) or with the destination (a business was closed; no one was available for a signature, etc.). Additionally, there are instances where delays occur throughout transporting the product to its destination, such as inclement weather that causes flights to be grounded.
Ecommerce businesses must maintain current on these notices to assist you in determining the issue with any delivery to your clients. Freight delays may require you to alter your warehouse workforce – 3PLs such as Red Stag Fulfillment may alleviate this strain by managing inventory for you — or alert customers of probable delays.
Occasionally, we receive this inquiry as “what is a shipment exception or delay” since individuals approach it from a shipping perspective. That is, in general, another method of posing the same question (every shipment has a delivery to it).
This, however, may indicate that the exception concerned shipping and transit rather than ultimate delivery. A cargo exception is more likely to focus on difficulties such as being held up in customs or a port.
Communication and notification during UPS carrier delays
Communication and notification during UPS carrier delays are essential to keep customers informed and manage their expectations. When delays occur due to factors like weather, high package volume, or unexpected incidents, UPS strives to provide timely and transparent communication.
Customers receive notifications through various channels, such as email, SMS, or online tracking tools. These notifications inform customers about the delay, its cause, and potential impact on the delivery timeframe. This proactive communication helps customers adjust their plans and understand the situation.
Additionally, UPS’s customer service team is available to provide updates and answer any questions customers might have. This two-way communication ensures that customers are well-informed and supported during unexpected delays.
Tracking and monitoring packages during UPS carrier delays is facilitated by the advanced tracking system. Customers can input their tracking number on the UPS website or mobile app to access real-time updates on their package’s location and status.
During delays, tracking information is updated to reflect the current situation, providing accurate estimates of when the package will be delivered. Customers can monitor these updates to stay informed about any changes to the delivery schedule.
By maintaining effective communication and robust tracking systems, UPS aims to minimize the impact of carrier delays on customers’ experience. Transparent communication and accurate tracking enable customers to plan accordingly and trust that UPS is working to ensure the successful delivery of their packages despite any challenges.
Delivery Delay Has Occurred Mean on UPS
According to a Tedmondo study, 80% of internet shoppers desire same-day delivery. Retailers and logistics providers are battling to keep up with rising customer expectations. Despite this, the volatility of fuel prices is putting a damper on their efforts. While only 56% of shops are prepared to deliver the same day, the very least they can guarantee is that purchases will be delivered on time.
Carriers of international commerce UPS operates a significant distribution and fulfillment network. Nonetheless, not all items are delivered on schedule. UPS deliveries are delivered late in up to 16% of cases. This has a detrimental effect on your customer’s brand experience. According to a Cap Gemini survey, 48% move to a competitor provider when clients meet an inadequate delivery service.
Most retailers are aware that failure to adhere to delivery commitments results in a declining customer retention rate. However, the divide between knowing and action is far too great to bridge. One of the primary deterrents is a lack of visibility into the nature of shipment delays.
Only the absence of pertinent data on last-mile deliveries comes close. To facilitate comprehension, we have classified the causes of service failures into the following categories:
- Incorrect specification of the address
- Unavailability of the recipient
- Inadequate documentation
- Inadequate carrier performance
Weather-Related: Nearly 40% of delivery delays are a result of inclement weather. Quite frequently, climate undermines your shipping partner’s efforts to deliver packages on schedule. Let us examine the most often cited reasons for UPS and FedEx delivery delays.
Delivery has been delayed due to severe weather conditions.
- Due to an emergency circumstance or extreme weather, the delivery has been delayed until the following working day.
- Recent inclement weather has resulted in delivery delays. Recovery attempts are ongoing to expedite the delivery of your shipment.
- The delivery of your package has been rescheduled until the following business day.
- We’ll make contact with the sender or recipient regarding this delivery.
- Delivery has been delayed due to an emergency circumstance or severe weather.
UPS will not refund you for a delivery delay caused by inclement weather. Retailers might re-set customer delivery expectations based on the duration of a nasty streak. Notifying the consumer of an imminent delivery delay demonstrates your dedication significantly.
Incorrect specification of the address: A wrong apartment number or missing street name can result in a costly charge – in addition to a poor customer experience. UPS charges a fee of $15.90 for any delivery made following an address correction.
Adding a surcharge does not guarantee that your package will be delivered on time. Several reasons for delays caused by incorrect address rectification charges include the following:
- We’ve changed the street address, and the package is on its way to the correct location.
- Either the apartment number is missing or is incorrect. This may cause a delay in delivery. We are attempting to update the address.
- The delivery modification has been performed. Changes to the receiver’s address
- The address is insufficient. This may cause a delay in delivery. We are attempting to update the address.
- Incorrect address — the recipient has relocated.
This problem is readily rectified. With address auto-correcting software, you can standardize the address specification process during the label generation process. While some address correction charges are legitimate, there are a few that are not. By utilizing the services of automated auditing software such as Audit Shipment, you may help eliminate any UPS invoice overcharges.
Unavailability of the recipient: Customers sometimes get in the way of your efforts to deliver orders on schedule. The majority of the time, receivers aren’t around to accept the package when it’s delivered.
Customers will often ask to postpone their order or even offer to pick it up from the local distribution center instead of waiting. However, if you’re sending time-sensitive goods like wine or food, you’ll want to ensure the box doesn’t get damaged in transit.
The following are some typical causes of delay:
- Because the receiving company was closed, delivery will be delayed until the next business day.
- The package has been placed on hold pending pickup at the request of the intended recipient. There is a 5-day deadline for pickup.
- The recipient has shifted positions. The parcel will be sent to the updated address of the recipient by us.
- The delivery date has been rescheduled in response to a request from the recipient.
- Unavailability of an adult recipient (age and required identification by country)
Long wait times for your order have additional consequences. The longer a consumer has to wait for their order, the more likely they can cancel or return their transaction. Every time an order is delayed, you’re making your customers second doubt their purchasing decisions.
This is especially concerning for organizations that conduct their operations primarily or entirely online. A terrible delivery experience damages your brand and reduces consumer loyalty, in addition to costing you money in shipping.
Additionally, there are a few causes for the delay that apply to various situations, like as
- Unfortunately, the recipient was not amenable to receiving the package that was sent.
- The recipient decided they didn’t want the item and denied delivery.
- The recipient has canceled the order and denied delivery of the item.
- Rejected by the intended recipient
Inadequate documentation: The documents that are sent with the order and are scheduled for delivery are crucial. Essential documentation, including a commercial invoice, shipping label, and tracking label,is necessary for domestic delivery. The following documents are required for international UPS or FedEx shipments to ensure that your order is delivered on time.
- Invoice for services or products.
- List of things to bring.
- Authentication of provenance.
- Free Trade Agreement with the USA Authentication of the product’s provenance.
- Export Data in an Electronic Format.
- Labels for shipments (packages)
Inadequate carrier performance: Why are UPS shipments delayed even when none of those mentioned above exceptions occur? If the case is that, you are entitled to a full refund of the shipping costs under UPS GSR policy. You may learn more about UPS’s money-back guarantee by visiting this page.
When it comes to package delivery, UPS charges a premium. Top retail companies use these shipping companies because of their money-back guarantee. UPS does honor their part of the bargain by providing refunds for late packages.
UPS does not automatically refund the money each time the service fails. A shipper is solely responsible for resolving any issues that may arise. Identifying delayed deliveries, classifying them according to their eligibility, and then contesting them are all part of the procedure. When your invoice is 1000 pages long, the refund recovery process is time-consuming and mentally taxing.
If merchants fail to attach the required documentation or if the document attached cannot be validated, the shipment clearance is not given out. The package will be detained at customs or the distribution center until the requested documentation is received. Here are just some problems why there aren’t any supporting documents:
Customs or UPS have requested the inspection.
- The clearing agency is working on your package. The customs broker for the recipient has been determined.
- For clearance, you’ll need to provide further information. We’re doing everything we can to find out what’s going on.
- The documentation required for export, the shipper export declaration, is absent.
- There is a hold-up because of a false commercial invoice. We’ll contact the person who sent or received the package to let them know about the delivery.
- Customer support should be contacted if errors or omissions on your documents, such as an invalid country of origin.
How should eCommerce merchants handle delivery delays?
You may be required to take specific measures depending on the cause of a delivery delay. Here’s what to do if you observe an exception during the passage of a package.
Contact the Carrier: To find out where your parcel is and why it wasn’t delivered as expected, you should be able to search it up on the internet (as can the customer if you give them the ability to track shipments).
The carrier may provide additional context in addition to the tracking information. Check to see whether the issue can be fixed (for instance, if the package had the incorrect address or label, then provide them with the correct address).
Contact the customer: Contact your client if you don’t know their shipping address or inaccurate information so that you may make the necessary modifications. Be careful to let the customer know if there are any delays and their reasons (e.g., bad weather closing the shipping location or the carrier stopping operations).
Send an email to those who could be inconvenienced, apologizing for the possible delay in delivery and thanking them for their understanding. For future sales and deliveries, each opportunity to make an unpleasant situation better will be remembered.
FAQ- Frequently Asked Questions
- Why has delayed shipment occurred?
A shipment may be delayed at the origin for various reasons, including inclement weather, a lack of adequate documentation, or a failure to comply with particular criteria, such as the SOLAS Container Weight Verification Requirement. A knowledgeable freight forwarder has ties with carriers and is familiar with the most dependable ones.
- How many times does UPS rescheduled delivery?
UPS will attempt delivery three times, except weekends and holidays. The driver tried a third and final delivery effort but was unable to leave your goods. UPS has the authority to return a shipment to the shipper following three unsuccessful delivery attempts.
There are ways to avoid inevitable delivery delays, but there will always be some. The appropriate partners can help you reduce customer frustration and efficiently address difficulties, especially when orders are time-sensitive. Contact the UPS customer service center if you need assistance.