Delivery exceptions occur when shipments are delayed, damaged, or misdelivered, forcing fulfilment staff to investigate root causes, contact carriers, and notify customers across multiple systems and channels.
Automated exception handling consolidates carrier data, classifies issues by severity, and routes them to the right team member while automatically notifying customers at each milestone. Resolution times drop dramatically and team coordination improves.
The full workflow, from trigger to completion.
Automation monitors for new exceptions (failed attempt, address issue, delay, customs hold) and pulls the order and tracking details automatically.
The automation analyzes the exception reason, order value, and customer history to classify it as high, medium, or low priority and determine the best resolution path.
Based on exception type and priority, the automation assigns the exception to the right team member and logs it with recommended next steps.
Automation sends a templated but personalized email to the customer explaining the issue, the action being taken, and an estimated resolution date.
Automation posts a structured summary of the exception, priority, and assigned handler to the fulfilment channel for team visibility.
Automation polls and the carrier feed at regular intervals to detect when the exception is resolved (redelivery completed, address corrected, etc.).
Once resolution is detected, automation sends a final confirmation email to the customer with updated tracking and closure confirmation.
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