> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.tunl.to/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # 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. They’re **common, and often easily resolvable.** TUNL's system will automatically notify you and the receiver **via email** if an exception occurs. Staying proactive helps avoid shipment delays or unnecessary returns. ✨ *** ### What is a shipment exception? 🤔 A shipment exception occurs when an unexpected event disrupts delivery. Common causes include address errors, clearance information needed, customs delays, or recipient unavailability. *** ### Need help dealing with FedEx or UPS? * TUNL's **support team** works directly with FedEx and UPS to manage all our merchants’ shipment queries. * If your shipment is stuck and **you need assistance with FedEx South Africa**, please **contact TUNL directly**. One of our team will handle communication with the carrier on your behalf. * Alternatively, it’s often **quicker for your customer to contact the carrier in their own country** (especially outside South African business hours), since carriers respond faster to local contacts due to **time zone differences**. 🕒 *** ### 🤝 Who Helps You With Exceptions? * **Launch and Grow:** TUNL's customer service helps you with delays and exceptions. Send us your tracking number on [WhatsApp](http://wa.link/gpiyz3) or by email at and we'll take it from there. * **Scale:** your personal account manager takes exceptions up for you. *** ### 🕘 Weekends & Public Holidays Our support team is available Monday to Friday, 9:00 AM – 5:00 PM (SAST), and FedEx and UPS are available Monday to Friday, 8:00 AM – 5:00 PM (SAST). * **Weekends:** we’re offline and so are the carriers, so nothing moves until the next working day. We’ll pick up your message as soon as we’re back. * **Public holidays:** we’re offline, and the carriers’ South African offices are usually closed too. Your customer’s country may not share the holiday, so we encourage them to contact the carrier from their end rather than wait. **On a public holiday, you don’t need to wait for us:** * **Ask your customer to contact the carrier from their end.** Carriers respond fastest to local contacts, and the local office is often open when we’re not. Most of the time, this resolves the issue quickly and easily. * **Make it easy for them.** Ask your customer to have the tracking number, the delivery address and your business name (as the sender) ready when they contact the carrier. * **Let us know too.** Send us the tracking number on [WhatsApp](http://wa.link/gpiyz3) or by email at , and tell us what the carrier says. We’ll follow up when we’re back. * **Stay in touch with your customer.** A quick message early on keeps them calm and avoids unnecessary returns. #### ✉️ Email template to your customer Hi \[Name], Your shipment \[tracking number] has been held by \[FedEx/UPS]. Carriers respond fastest to local contacts, so please contact your local \[FedEx/UPS] office with the tracking number and your delivery address, and they should be able to sort this out quickly. Let me know what they say and I’ll help from my side. Regards, \[Your Name/Your Business Name] *** ### 📋 Common Shipment Exceptions & How to Handle Them | Exception Description | What It Means | What to Do | Email template to your customer | | ---- | ---- | ---- | ---- | | Held, unable to collect payment | Customs fees (landed costs) haven’t been paid by the receiver. | 🟡 Contact the receiver to make payment. Delay may cause a return. | 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: They’ll hold the shipment for up to 5 days before it may be returned or abandoned. Regards, [Your Name/Your Business Name] | | Customs clearance info needed (UPS) | UPS contacted the receiver but hasn’t received a response. | 📞 Confirm receiver's details and ensure they respond to UPS. | Hi [Name], UPS has tried to contact you regarding your shipment but hasn’t received a response. Please reach out to your local UPS office ASAP to avoid delays or a return. Regards, [Your Name/Your Business Name] | | Package available for pickup | Delivery attempt failed; item now at pickup point. | 📍 Advise the receiver to collect within 5 days to avoid return. | Hi [Name],Your package is ready for pickup at [Pickup Address] due to a failed delivery attempt. Please collect it within 5 days to avoid return.Regards,[Your Name/Your Business Name] | | Customer unavailable (FedEx) | No one was available at the delivery address. | 🗓️ Let the customer know and ensure someone’s available next time. | Hi [Name], FedEx attempted to deliver your parcel, but no one was available. Please make sure someone is available for the next attempt or contact your local FedEx office to reschedule. Regards, [Your Name/Your Business Name] | | Delivery refused (FedEx/UPS) | The receiver refused to accept the package. | ❓ Confirm with the customer whether this was intentional. | Hi [Name], We’ve been notified that the delivery was refused. Could you please confirm if this was intentional? Regards, [Your Name/Your Business Name] | | Business closed / No delivery attempt | The location was closed when delivery was attempted. | 🕒 Check if redelivery is possible or if an alternate time works. | Hi [Name], The delivery couldn’t be completed because the location was closed. Let us know if delivery can be reattempted or if there’s another time that works. Regards, [Your Name/Your Business Name] | | Location security restriction | Delivery was blocked due to location-specific restrictions. | 🛑 Contact the carrier to clarify and resolve the issue. | Hi [Name], Your delivery was delayed due to security restrictions at the address. Please contact [FedEx/UPS] directly to understand the issue and help ensure smooth delivery. Regards, [Your Name/Your Business Name] | | Incorrect Address | The address was incomplete or wrong. | ✅ Confirm and provide the correct address to the carrier. | Hi [Name], Your shipment couldn’t be delivered because the address appears to be incorrect. Please confirm the correct delivery address so we can update the carrier. Regards, [Your Name/Your Business Name] | | Clearance Delay - Information Required | Carrier requires customs clearance information from the receiver. | Ask your client to respond to our carrier or share your client's alternative contact details with TUNL. | Hi [Name], The carrier is having trouble reaching you using the contact details provided. Please share an updated phone number or email so they can get in touch and complete delivery. Regards, [Your Name/Your Business Name] | *** ### 🔑 Pro Tip Stay proactive: * Track all your shipments closely * Respond quickly to carrier requests * Let customers know about delays early *** ### 🦸‍♀️ Have more questions? We're here to help! If you run into any issues or have questions, reach out to our support team via Whatsapp [**here**](http://wa.link/gpiyz3) or email . **Please help us help you by rating this article below. Was it useful? Your feedback means a lot to us!** *** **Keywords:** Shipment Exceptions | How to Handle Exceptions | Customs Delays | Carrier Contact | Delivery Issues | Parcel Delays | TUNL Help | Lost Shipments | Customer Notifications