| name | Delivery exception handling |
| description | Detect a shipment going wrong and act before the customer notices. |
| category | operations |
Handling a delivery exception
The difference between a logistics problem and a customer problem is who finds
out first.
Detect
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 · an ETA that has moved past the promised date.
Act on the customer before the carrier answers
Tell them what happened, the new expectation, and what you are doing. A customer
told at hour two is informed; the same customer discovering it at day three has
a complaint.
Per exception type
Failed attempt → confirm the address and arrange redelivery, do not simply
retry. Customs hold → find out what is being asked for and who must provide it,
and say the deadline. Temperature excursion → quarantine on arrival, do not
accept into stock. Lost → start the claim and dispatch a replacement in
parallel, never in sequence.
Never
Wait for the carrier's investigation before telling the customer, or promise a
new date the carrier has not given.
