Delivery businesses and eCommerce stores need to deliver their products to the right customers at the specified time.
In case of any missed deliveries from the company, customer satisfaction is hampered. Eventually, the brand image also gets spoiled to some extent.
But what happens when you make a delivery attempt on the estimated time of arrival (ETA) of the package, and it gets missed due to the customer’s unavailability or some other reason?
It is time to find out what missed delivery or a delivery exception is and why it mostly happens.
Table of Content
- What Do You Mean by Missed Delivery (or Delivery Exception)?
- Most Common Reasons for Delivery Exceptions
- Can Missed Deliveries Affect Your Business?
- How to Tackle Missed Deliveries?
- Switch to Upper and Never Miss a Delivery
- Upper Route Planner – The Perfect Tool to Help You Avoid Missed Deliveries
What Do You Mean by Missed Delivery (or Delivery Exception)?
A missed delivery or a delivery exception means that the driver made a delivery attempt at the customer’s specified address, but it went unsuccessful. It mostly happens due to the unavailability of customers, but there are other reasons as well.
Delivery exceptions don’t directly imply delayed delivery. It is a term for any unavoidable situation that causes the package to stall in transit or at the nearest warehouse.
No one can predict a product’s missed delivery. This is because tracking numbers are provided with every shipment for the customers to check the updates on delivery attempts or any associated updates on delivery exceptions for their packages.
Most Common Reasons for Delivery Exceptions
As stated earlier, many reasons might trigger delivery exceptions or missed delivery. As a delivery business owner, you must figure out all the possibilities that could create such an instance and try to avoid them.
Therefore, here are the most common reasons that contribute to a missed delivery:
1. Absence of the receiver
The most common and evident reason for a missed delivery attempt is the absence of the receiver.
The estimated arrival time of the order is always updated to the customer beforehand. And the “out for delivery” notification is sent hours ago to the client with driver details.
If the customer is still unavailable at the given address, it is a missed delivery scenario.
Even today, there are some packages that need physical signatures from the clients upon delivery. Therefore, they cannot even be left with the neighbors without the customer’s consent.
2. Damaged labels or incomplete address
Every package has on it a shipping label that confirms the address in the destination city for drivers and staff to make a successful delivery. But if the label and its barcode are damaged, and the address cannot be scanned or read properly, the package delivery might get delayed.
A delivery exception code will be generated if the important shipping details are unscannable over a package.
Similarly, if the customer has given the incomplete or wrong address over the package, it goes into the undeliverable category and becomes an exception.
3. Weather conditions
Every delivery driver or business tries to deliver the goods within time. But bad weather is an obstruction, the intensity of which is unpredictable for anyone.
This is one crucial reason that might trigger an exception code for delayed packages.
4. Delays due to customs
International shipping has its challenges as the customs demand many regulations to pass the shipment for delivery.
The customers must provide:
- A copy of a government-issued photo ID
- A current utility bill for address proof
- All the fees and duties involved in the shipment
Can Missed Deliveries Affect Your Business?
Every eCommerce store or delivery business wants to deliver the package on the first attempt. But some situations become unavoidable for companies, and the package handling companies have to bear the repercussions.
Here are a few points that explain how missed delivery can affect your business:
1. Penalty costs
Irrespective of the reason, suppose your business fails to deliver the package at the stated time. In that case, the consumer will demand a refund of delivery costs or request a discount from the eCommerce stores.
These penalties are considered additional costs that will increase the overhead expenses of the logistics process involved in delivering a package.
2. Damage to the brand reputation
A missed delivery is not just liable for monetary repercussions but also hampers your overall brand reputation.
As a result, it will be complex for you to retain your customers and convince them to prefer your delivery or courier services.
3. Poor online reviews
If the parcel is stuck in a specific city or state for a longer time and the delivery gets delayed, the customer will be dissatisfied with the services.
They will express dissatisfaction in their reviews over the website or your business’s Google listing. It will impact your overall customer base, as it will be hard for you to acquire new clients with negative reviews on your sales channels.
How to Tackle Missed Deliveries?
There are defined ways for you to tackle and avoid causing missed deliveries. You can still save your brand reputation and retain the customer if you know how to respond during such exceptions.
1. Reach out to customer
Suppose the customer is unavailable at their home or has given an incorrect address, which delays the delivery attempt. In that case, you should connect with them over a call immediately.
If they are unavailable at the given address, take their consent to drop the parcel with their neighbor, only if there is no need for a signature.
If the address is wrong, connect with the customer to clarify the address and deliver the package as soon as possible.
2. Offer a Return/Refund or Replacement
Suppose the delivery attempt could not be made for the package due to serious transit problems. In that case, you should consult the customer and offer them a refund or resend another order with a priority delivery tag.
3. Get a route planner application
You should get a digital route planning tool with an easy-to-access timeline view to help you get shorter and more accurate routes to deliver the packages. Moreover, an optimal route planner will also help you with necessary weather updates, traffic jams, accident spots, and other information that might delay the transit.
Switch to Upper and Never Miss a Delivery
Upper Route Planner is a route planning tool that allows you to directly add customer addresses over the route map to find the shortest possible routes to reach them all.
You will also get the time window to predict and update the estimated delivery time for the customers.
For the best part, you can also automate delivery notifications for your customers. With it, they will get real-time alerts on their order status.
With the addresses embedded over the map, reaching them within the specified time will be easy.
You can store the customer details over the driver portal so they can connect with the customers before making the first attempt to deliver the parcels. In this way, you might not miss the delivery due to customer unavailability issues.
Get a FREE 7-day trial of Upper Route Planner and see if it helps your delivery operations.
Avoid Missed Deliveries Using Upper
Want to get rid of missed or failed deliveries? Let Upper help you with optimized routes to perform faster deliveries. Impress your clients by handing over the parcel in timely manner.Try Upper Now!
Delivery exceptions cost you a penalty in the form of additional consumption of time, resources, and money. It adds up to the overall cost invested in organizing the transit of that package. So, it is better to try and avoid the exceptions to the maximum extent possible.
Yes, you will still receive the package in case of exceptions, but the delivery time might change due to unavoidable reasons.
Attempted delivery is when the courier executive or the driver attempts to deliver the product to the customer. The attempt is successful if the customers receive the order and fails if they don’t.
Upper Route Planner – The Perfect Tool to Help You Avoid Missed Deliveries
Online retail sales have amounted to around $4.9 trillion across the world. And as per the forecast, it is said to grow by 50% in the next four years. This shows the scope of business for delivery service providers across the globe.
In such a demanding industry, the exceptions might lead companies to bear impeccable losses. But now, it is all avoidable with perfect route planning and optimization.
Upper Route Planner can help you achieve that with digital automation and outstanding service features. Check out our website to learn more about what we have to offer with our route planning software.