What Is a “Shipping Exception” and What You Can Do about It

In UPS and FedEx shipping terms, a “shipment exception” refers to a scenario where there is an unexpected event or issue that causes a delay or disruption in the normal delivery process of a package or shipment. This status signals that there is a problem with the delivery and the package cannot be delivered as originally scheduled. Shipment exceptions can occur for various reasons. Here are some of the top reasons:

1. Weather-related issues: Severe weather conditions, such as hurricanes, snowstorms, or floods, can disrupt transportation and cause shipment delays.
2. Incorrect address or missing information: If the address provided is incorrect or incomplete, the carrier may not be able to deliver the package and will flag it as an exception.
3. Delivery attempt failure: If the carrier attempts to deliver the package but no one is available to receive it, they might mark it as an exception and leave a delivery notice for the recipient to arrange a redelivery or pickup.
4. Customs clearance delays: For international shipments, delays can occur due to customs processing or regulatory issues.
5. Damaged package: If the package is damaged in transit, it may be held for inspection or returned to the sender.

Security-related concerns: In some cases, security issues or safety concerns may lead to delays or exceptions in the delivery process.

When a shipment exception occurs, the carrier will make efforts to resolve the issue and complete the delivery as soon as possible. Depending on the specific reason for the exception, the recipient may need to take certain actions, such as providing additional information, contacting the carrier, or arranging for pickup at a local facility.

If you encounter a shipment exception on your package, it’s recommended to contact the carrier’s customer service for further information and assistance in resolving the matter.

Protect Your Customer Experience and Your Bottom Line

UPS and FedEx have policies in place to address late deliveries, no proof of delivery, and damaged packages. Here’s an overview of their refund and claims processes for these situations:

• Late Deliveries
  • UPS: UPS offers a service guarantee for many of its shipments. If your package does not arrive by the guaranteed delivery time, you may be eligible for a refund of shipping charges or a credit applied to your account. However, certain factors, such as weather-related delays or incorrect address information provided by the sender, may exempt the shipment from the service guarantee.
  • FedEx: FedEx also provides a money-back guarantee for certain services. If a shipment is not delivered on time as per the guarantee, you may be entitled to a refund or credit of shipping charges.
• Lost and No Proof of Delivery (NPOD) Packages
  • If you did not receive your package, and the carrier shows it as delivered, you can contact their customer service to investigate the situation. They may conduct an investigation to determine the delivery status and resolve the issue.
• Damaged Packages
  • UPS: If your package arrives damaged, you should contact UPS customer service immediately to initiate a claim. UPS may require documentation, such as photos of the damaged package and its contents, for the claim process.
  • FedEx: Similarly, for damaged packages, you should contact FedEx customer service to file a claim. You may need to provide evidence of the damage to support your claim.

It’s important to note that the specific refund and claims processes, as well as the eligibility criteria, can vary based on the type of service used and the terms and conditions of the shipment.

Additionally, there are typically time limits for filing claims, so it’s essential to act promptly if you encounter any issues with your UPS or FedEx shipments.

For the most accurate and up-to-date information on their refund and claims policies, visit the official websites of UPS and FedEx or contact their customer service directly. They will be able to guide you through the process and help you with any concerns regarding your shipments.

Some shippers choose to file these claims in house, but the process can be time consuming and complex. A company like Sifted can file your lost/NPOD & damaged package claims on your behalf.