When sending a parcel, it won't just be picked up from you and carried straight through to the customers. Instead, it runs through a chain of depots amongst several other parcels until it finally arrives at your customers'. Seeing a delivery exception status on the tracking can be nerve-wracking, as it can hint at a delay at any of these stages.

*A delivery exception indicates a problem within the shipment process*

In this blogpost, we tell you what it could mean and how you can handle a delivery exception like a pro so that your customer gets their parcel on time.

What Exactly Does A DHL Delivery Exception Mean?

When you check your tracking and the status "Delivery Exception" comes up, your parcel is temporarily stuck at one point of the delivery chain. How long this delay could be, depends on the severity of the problem, but it doesn't always mean your parcel will arrive late. You will be notified as soon as DHL locates the issue and the package is back on track, or DHL needs further action from your end.

Reasons For Exceptions

There can be several reasons for the status "Exception". While some are due to human error, a lot can be due to an unexpected event that neither you nor DHL could have predicted. Some of the most common reasons are:

Address unknown
Damage to the shipment
Signature not received
Shipping label coming off
Incorrect international shipping documentation
Incorrect Commodity description
Incorrect Value Stated
Or a prohibited item not allowed into the country,
Destination sorting and delivery issues
Missed the delivery truck
The delivery truck broke down
Misdelivery
Required signature
No one was present to sign for the item

Weather

Bad Weather is one of the most common causes for a delivery exception. Neither DHL nor you can influence the weather, so while couriers try their best to work around the weather, tornados, hurricanes, and floods, they all can delay the parcel delivery.

Processing Issues

There is no delivery without a delivery driver. Because DHL are well staffed, a delivery exception for missing drivers rarely happens. If there are shortages in staff, this is often caused by external factors such as Illness, bad weather, or a problem with the facilities. If there is a staff shortage in the delivery chain, delays can occur.

Bank Holidays

Bank holidays are different in each country, so when the parcel being sent is due to be delivered or even passes a country with a bank holiday, chances are the delivery will be delayed by a day due to these circumstances. If the holiday falls on a Friday or Monday, this can even mean that your parcel won't move for three days until the long weekend is over.

Bank holidays are predictable and can be dodged by businesses and customers.

Customs Delays

When you ship a parcel internationally, and your parcel is held up, it is most likely due to customs. Depending on the package type, it can take a long time until the parcel is cleared. There are ways to minimize the time the items spend in customs.

Missing Paperwork and Labels

One Reason your parcel can be held at Customs is due to missing paperwork. With the World Options Portal, you see all the necessary paperwork in the portal. It also allows you to send customs declarations and other documentation digitally. This way, the customs clearance can start before the parcel even arrives at the facility, which will indefinitely speed up the process.

If the label is incorrect and shows the wrong address, your parcel might be sent from one sorting facility to the other in an attempt to find out where the package is supposed to go. This process can take time.

No One To Recieve The Package

DHL, just like other delivery companies, delivers the parcel to a neighbour if the receiver isn't at home. However, some DHL services require the signature of the actual receiver to be considered "delivered." If the receiver is not at home at the delivery time, the carrier has to take the parcel back to the hub and deliver it on a different day.

How DHL Delivery Exceptions Are Resolved

How the Delivery Exceptions are resolved depends a lot on whether it is due to a manufactured mistake or unpredictable circumstances. A lot of the time, delivery exceptions resolve themselves, and the parcel will be delivered in the coming days.

When the Delivery Exception is due to a manufactured error, further actions might be necessary from the sender or receiver. The best thing to do is to reach out to DHL to ask for the cause of the hold-up.

Checking Tracking Updates

To react promptly to delivery exceptions and resolve the issue as quickly as possible, checking tracking updates is crucial. The World Options portal helps you by allowing you to have all your tracking on one page, regardless of what carrier you chose for what parcel.

*Checking tracking statuses regularly is important in knowing what is happening during an ongoing delivery exception*

Package Is Delivered On-Time

Just because there is a delivery exception, that doesn't mean there has to be a delay in delivery. If the cause is something simple, the carrier might still be able to deliver it on time. It all depends on how tight the different delivery stages might be. If the drop-off at the depot is only 30 min before the pick-up from the carrier, a slight delay can already cause the parcel not to be delivered on time. If the time between the drop-off and pick-up is multiple hours, a slight delay in the drop-off won't make a difference to the speed of delivery.

Package Is Delivered Late

For many exceptions, the parcel will end up being delivered late. In most cases, DHL can update the tracking number to keep the receiver and sender in the loop about when the item will arrive and give a reason for the delay. This information allows you to act quickly in case your action is needed.

Package Returned To Sender

In severe instances, or if more information was needed but not given, the package will be sent back to the sender. Customs, for example, only hold a package for some time before sending it back, asking for more information.

Package Is Lost, not delivered, and not returned

Packages that are lost have a high chance of still being delivered eventually. However, it won't be on time, and DHL will not be able to give a reliable new delivery date until the parcel has been found.

What You Can Do If Your Package Has A DHL Exception

Checking your tracking number is a great way to stay updated with all your deliveries and react instantly when a delivery exception occurs. The World Options portal lets you keep all your tracking in one place and gives you access to a dedicated UK-based customer service team with direct contact with the carriers. Contact World Option's customer service team right in the portal, and they will be able to get all the necessary information from the carrier for you.

Speak To Your Customer

Having a delayed delivery can be frustrating for you and your customer. As soon as you see that delivery might be delayed, inform your customers and keep them in the loop. Actions might need to be taken from their side, so sticking with your customer when resolving a DHL Delivery Exception will speed up the process even more.

*Businesses need to keep customers in the loop when a delivery exception happens*

Refunds

DHL has a money-back guarantee for their Express services in the case of a delay. This applies only to delays that weren't caused by errors made by the sender or receiver. Any delivery later than 60 seconds after the quoted time can be fully refunded. DHL must be notified about the delay and the refund request in writing or by telephone within 14 days. The request has to include: the waybill number, the date of shipment, and complete receiver information.

DHL Delivery Exception