Exceptions
Exceptions are delivery problems that need attention. Use them to record failed delivery attempts, damaged packages, wrong addresses, unavailable customers, vehicle issues, weather issues, refused packages, lost packages, and other operational incidents.
Go to Delivery Management -> Exceptions.
This page documents the tenant admin exception view. Dispatchers can also work with delivery issues from dispatcher workflows, where they may have more live operational options while handling drivers and active deliveries.
Exception list
The top cards summarize current exception health:
- Total Exceptions: all exception records.
- Pending: issues waiting for action.
- Resolved: issues marked resolved, with a resolved percentage.
- Escalated: issues that need higher-priority attention.
The table shows:
- Exception Type: the kind of issue.
- Status: pending, resolved, escalated, or closed.
- Delivery: the linked delivery code.
- Driver: the driver linked to the issue.
- Delivery Type: the delivery workflow type.
- Delivery Fee: the fee on the linked delivery.
- Trigger Point: when the issue happened, such as pre-dispatch, in transit, at delivery, or post-delivery.
- Resolution: the resolution outcome, such as returned, redelivered, refunded, or cancelled.
- Created At: when the exception was created.
Search finds exception records by visible exception data. Use filters to narrow by type, status, delivery, driver, delivery type, fee, trigger point, resolution, or created date.
Exception types
Exception type labels can vary by tenant because admins can configure exception types in tenant settings. Common types include:
- delivery delay
- package damage
- wrong address
- customer not available
- vehicle breakdown
- weather condition
- refused
- lost
- other
Choose the closest type so reports and follow-up work show the real pattern of operational problems.
Status and resolution
Use Status to show the current handling state:
- Pending means the issue still needs work.
- Resolved means a corrective action was completed.
- Escalated means the issue needs higher-priority review.
- Closed means the issue is finished and should remain as history.
Use Resolution to record what happened after the exception, such as returned, redelivered, refunded, or cancelled.
Create or edit an exception
Click Add Exception to create a record. Use the row action menu to edit an existing exception.
Basic information
Delivery is required. Link the exception to the delivery where the issue happened.
Driver is required. Select the driver involved in the delivery issue.
Exception Type is required. The options come from tenant settings when configured, with fallback default types available.
Status is required. New unresolved issues usually start as pending.
Exception details
Use Reason to describe what happened.
Severity can be low, medium, high, or critical. Use high or critical for issues that affect customer trust, safety, high-value goods, or service-level commitments.
Delivery Status at Exception records the delivery state when the issue happened.
ETA Impact records the delay in minutes.
Customer Contact Method records how the customer was contacted, such as phone, email, SMS, WhatsApp, or other.
Customer Contact Timestamp stores when the contact happened.
Customer Response records what the customer said.
Enable Customer Contacted when the customer has been informed.
Photos and notes
Add photo URLs and captions when you need evidence, such as damaged packaging, blocked access, returned goods, or failed handoff proof. Add internal notes for follow-up instructions or investigation context.
Editing exceptions
Edit an exception when investigation details change, when customer contact is completed, or when the status moves from pending to resolved, escalated, or closed.
There is no delete action on the tenant admin exception list. This keeps exception history available for audit, reporting, and driver performance review.
Good practices
Log exceptions as soon as possible. Delayed entry makes it harder to reconstruct what happened.
Use clear reasons and resolution outcomes. This helps operations teams identify repeated issues with addresses, drivers, customers, zones, or service types.
Review escalated exceptions daily so urgent customer or delivery problems do not remain unresolved.