How to Resolve Shipment Delays and Exceptions
This article explains how to manage exceptions that occur when your shipment is in transit. It outlines what exceptions mean, what actions to take, and who to contact for assistance.
Although most shipments arrive smoothly, exceptions can happen. Exceptions are common and often easily resolvable.
Our system will send you and the receiver automated email notifications when an exception occurs.
Proactively managing exceptions can help avoid shipment delays or unnecessary returns.
A shipment exception occurs when an unexpected event disrupts the delivery of your package. Common exceptions include address issues, customs delays, or recipient unavailability.
Follow these steps to resolve exceptions efficiently:
Understand the Exception
Check your tracking status to identify the issue (e.g., customs hold, address problem). Check the table below for a detailed description for each exception type and the steps needed to resolve.
Provide Missing Information
If additional information is required, such as updated addresses or customs documents, respond promptly.
Take Initiative
Be proactive in following up with the carrier if there’s no progress. Delays without feedback are often returned within 5 days.
Inform Your Customer
Notify your customer early if there are delays to maintain trust and set expectations.
Once you have obtained the necessary information from your customer please contact our exceptions team at exceptions@tunl.to.
Held, unable to collect payment
Hi [Name],
Your shipment has encountered a delivery exception due to unpaid import charges. Please settle the charges with [FedEx/UPS] as soon as possible to avoid delays. Note: [FedEx/UPS] will hold the shipment for up to 5 days. If payment isn’t made within this time, the shipment may be returned or abandoned.
Regards, [Your Name/Your Business Name]
Customs clearance info needed (UPS)
Hi [Name],
UPS has attempted to contact you regarding your shipment but has not received a response. To avoid delays or a possible return of the package, please reach out to your local UPS as soon as possible.
Regards, [Your Name/Your Business Name]
Package available for pickup
Hi [Name],
Due to a failed delivery attempt your package is ready for pickup at [Pickup Address]. Please arrange to collect it as soon as possible to avoid it being returned.
Note: [FedEx/UPS] typically holds packages for up to 5 days before initiating a return.
Regards, [Your Name/Your Business Name]
Customer unavailable (FedEx)
Hi [Name],
Your delivery was attempted, but no one was available at the address to receive the parcel. Please ensure someone will be available for the next delivery attempt or contact your local [FedEx/UPS] to make alternative arrangements.
Regards, [Your Name/Your Business Name]
Delivery refused (FedEx)
Hi [Name],
We’ve been informed that you refused delivery of your shipment. Could you confirm if this was intentional?
Regards, [Your Name/Your Business Name]
Business closed / No delivery attempt
Hi [Name],
The carrier couldn’t deliver your package because the location was closed at the time of delivery. Please let us know if delivery can be re-attempted or if there’s an alternative arrangement we should communicate to the carrier.
Regards, [Your Name/Your Business Name]
Location security restriction
Hi [Name],
There was an issue with your delivery due to security restrictions at the address. The carrier will reattempt delivery. To avoid further delays, please contact [FedEx/UPS] to understand the reason for the restriction and ensure successful delivery.
Regards, [Your Name/Your Business Name]
Incorrect Address
Hi [Name],
We’ve been informed that your shipment couldn’t be delivered because the address provided is incomplete or incorrect. Please confirm your correct delivery address as soon as possible so we can update the carrier and avoid further delays.
Regards, [Your Name/Your Business Name]
Alternative contact details
Hi [Name],
The carrier is unable to contact you using the details provided for your shipment. To ensure delivery, please provide an updated phone number or email address as soon as possible.
Regards, [Your Name/Your Business Name]
Stay proactive: monitor your shipments closely, respond to carrier requests quickly, and communicate delays with your customers.
Keywords: Shipment Exceptions | How to Handle Exceptions | Customs Delays | Carrier Contact | Delivery Issues | Parcel Delays | TUNL Help | Lost Shipments | Customer Notifications
Although most shipments arrive smoothly, exceptions can happen. Exceptions are common and often easily resolvable.
Our system will send you and the receiver automated email notifications when an exception occurs.
Proactively managing exceptions can help avoid shipment delays or unnecessary returns.
What is a shipment exception?
A shipment exception occurs when an unexpected event disrupts the delivery of your package. Common exceptions include address issues, customs delays, or recipient unavailability.
How to Handle Shipment Exceptions
Follow these steps to resolve exceptions efficiently:
Understand the Exception
Check your tracking status to identify the issue (e.g., customs hold, address problem). Check the table below for a detailed description for each exception type and the steps needed to resolve.
Provide Missing Information
If additional information is required, such as updated addresses or customs documents, respond promptly.
Take Initiative
Be proactive in following up with the carrier if there’s no progress. Delays without feedback are often returned within 5 days.
Inform Your Customer
Notify your customer early if there are delays to maintain trust and set expectations.
Who do I contact for help?
Once you have obtained the necessary information from your customer please contact our exceptions team at exceptions@tunl.to.
What do shipment exceptions mean?
| Exception Description | What It Means | What to Do |
|---|---|---|
| Held, unable to collect payment | Customs fees (landed costs) haven’t been paid by the receiver. | Contact the receiver to advise them to make payment. Failure may result in a return shipment. |
| Customs clearance info needed (UPS) | UPS contacted the receiver but hasn’t received a response. | Confirm the receiver’s details and ensure they follow up with UPS. |
| Package available for pickup | Delivery was incomplete. The parcel must now be collected. | Advise the receiver to collect it within 5 days to avoid a return. |
| Customer unavailable (FedEx) | Delivery failed because no one was available at the delivery address. | Contact your customer to ensure someone is available to receive the parcel. |
| Delivery refused (FedEx) | The receiver refused delivery, often due to duties or taxes. | Confirm with the receiver if the refusal was intentional. |
| Business closed / No delivery attempt | The receiver’s location was closed at the time of delivery. | Verify with the customer if delivery can be re-attempted |
| Location security restriction | Delivery was delayed due to address or location issues. | Contact the carrier to clarify and resolve. |
| Incorrect Address | The delivery address provided is incomplete, invalid, or incorrect, which prevents the carrier from delivering the shipment. | Confirm the correct delivery address with the customer. |
| Alternative contact details | The carrier is unable to reach the receiver using the provided contact details. | Confirm and provide an updated phone number or email address for the receiver. |
What to message your customer
Held, unable to collect payment
Hi [Name],
Your shipment has encountered a delivery exception due to unpaid import charges. Please settle the charges with [FedEx/UPS] as soon as possible to avoid delays. Note: [FedEx/UPS] will hold the shipment for up to 5 days. If payment isn’t made within this time, the shipment may be returned or abandoned.
Regards, [Your Name/Your Business Name]
Customs clearance info needed (UPS)
Hi [Name],
UPS has attempted to contact you regarding your shipment but has not received a response. To avoid delays or a possible return of the package, please reach out to your local UPS as soon as possible.
Regards, [Your Name/Your Business Name]
Package available for pickup
Hi [Name],
Due to a failed delivery attempt your package is ready for pickup at [Pickup Address]. Please arrange to collect it as soon as possible to avoid it being returned.
Note: [FedEx/UPS] typically holds packages for up to 5 days before initiating a return.
Regards, [Your Name/Your Business Name]
Customer unavailable (FedEx)
Hi [Name],
Your delivery was attempted, but no one was available at the address to receive the parcel. Please ensure someone will be available for the next delivery attempt or contact your local [FedEx/UPS] to make alternative arrangements.
Regards, [Your Name/Your Business Name]
Delivery refused (FedEx)
Hi [Name],
We’ve been informed that you refused delivery of your shipment. Could you confirm if this was intentional?
Regards, [Your Name/Your Business Name]
Business closed / No delivery attempt
Hi [Name],
The carrier couldn’t deliver your package because the location was closed at the time of delivery. Please let us know if delivery can be re-attempted or if there’s an alternative arrangement we should communicate to the carrier.
Regards, [Your Name/Your Business Name]
Location security restriction
Hi [Name],
There was an issue with your delivery due to security restrictions at the address. The carrier will reattempt delivery. To avoid further delays, please contact [FedEx/UPS] to understand the reason for the restriction and ensure successful delivery.
Regards, [Your Name/Your Business Name]
Incorrect Address
Hi [Name],
We’ve been informed that your shipment couldn’t be delivered because the address provided is incomplete or incorrect. Please confirm your correct delivery address as soon as possible so we can update the carrier and avoid further delays.
Regards, [Your Name/Your Business Name]
Alternative contact details
Hi [Name],
The carrier is unable to contact you using the details provided for your shipment. To ensure delivery, please provide an updated phone number or email address as soon as possible.
Regards, [Your Name/Your Business Name]
Pro Tip
Stay proactive: monitor your shipments closely, respond to carrier requests quickly, and communicate delays with your customers.
Keywords: Shipment Exceptions | How to Handle Exceptions | Customs Delays | Carrier Contact | Delivery Issues | Parcel Delays | TUNL Help | Lost Shipments | Customer Notifications
Updated on: 15/01/2025
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