B2B Exceptions Management

Overview

This section contains shipments that are currently on hold because they require your input to proceed. Once you provide the necessary details or take the required actions, the shipments will be attempted for delivery.

To view these shipments:
Navigate to:  Left Menu > Exceptions & NDR

The following are possible reasons why your shipment may be put on hold:

• Payment Disputes: These shipments have a payment mode dispute where a COD shipment is claimed by the consignee to be prepaid, which needs correction.
• Damages: These shipments have been damaged and are awaiting your instructions on whether to deliver or return them.
• E-way Bill: These shipments are missing an E-way bill or have an expired E-way bill that needs updating.
• Consignee Details Required: These shipments have incomplete or incorrect consignee information (e.g., phone number or address) that requires updating.
• Document Needed: These shipments are missing mandatory documents, like an invoice or waybill, which you need to upload.
• Short Shipments: These are multi-piece shipments where some boxes are missing, requiring your decision to attempt delivery with available boxes or wait for the missing ones.
• NDR: These shipments couldn’t be delivered because the consignee refused to accept them. You need to provide instructions to either reattempt delivery or return the shipment.
• Appointment Needed: These shipments require a delivery appointment with the consignee, which you need to create.
• Freight Collection: These shipments have pending freight charges that must be cleared before delivery.
• Additional Charges: These shipments have incurred extra charges (e.g., Mathadi/Union Charges) and need your acknowledgment to proceed.
• Acknowledge Measured Weight: Your shipments have a weight discrepancy, where the actual weight differs from the weight you specified on the portal and need your confirmation to proceed.

Payment Dispute

Issue: Your shipment is on hold due to a mismatch in the payment mode. This is a COD shipment, but the consignee claims it is a prepaid order.

How to Resolve:

1. Update Payment Mode:
   
   • Click on Update Payment Mode.
   • Select the correct payment mode.
   • Click Save Changes to confirm.
2. Reattempt Delivery with Same Details:
   • If the payment details are correct and no changes are needed, click on Reattempt with Same Details to schedule another delivery attempt.

Damages

Issue: Your shipment was damaged during transit.

How to Resolve:

1. Review the Damaged Shipment:
   • Click on Review Shipment to view images and details of the damage. Reviewing the images can help you decide the best course of action.
2. Choose an Action:
   • Return to Sender:
     • Click on Return All to have all damaged items returned to you.
   • Repack and Deliver:
     • Click on Repack All and Deliver to authorize us to repack the items and reattempt delivery.

E-Way Bill missing

Issue: Your shipment is on hold because the E-way bill is missing or has expired. This can apply to both forward and return shipments.

Why This Matters: An E-way bill is a mandatory document for transporting goods valued over INR 50,000 as per GST regulations in India.

How to Resolve:

1. Update E-Way Bill for Forward Shipments:
   • Click on Update Forward E-Way Bill.
   • Enter the new E-way bill number and upload the document.
   • Click Save Changes.
2. Update E-Way Bill for Return Shipments:
   • Click on Update Return E-Way Bill.
   • Provide the required details and save.
3. Bulk Update for Multiple Shipments:
   • Click on Bulk Update Invoices/EWB.
   • For more details, refer to How to Bulk Upload Sale Invoices/E-Way Bills on Delhivery One.

Consignee Details required

Issue: The consignee's phone number or address is incomplete or incorrect.

How to Resolve:

1. Update Phone Number or Address:
   • Click on Edit Consignee.
   • Update the phone number and/or address (please ensure the address is within the same pincode).
   • Click Save Changes.
2. Reattempt with Same Details:
   • If the existing details are correct, click on Reattempt with Same Details to schedule another delivery attempt.

Document needed

Issue: Your shipment is on hold because mandatory documents are missing.

What are the mandatory documents?

Mandatory documents may include an Invoice copy, LR copy, PO copy. But In most cases, the document needed here will be the invoice or any similar document related to the shipment. For instance, in the case of a reverse shipment, a delivery challan may serve as the invoice. 

How to Resolve:

• Upload Required Documents:
  • Click on Update Document to see which documents are needed.
  • Select the Document Type from the dropdown menu.
  • Click Choose File to upload the document.
  • Click Update Document to submit.

Short Shipments

Issue: Some boxes in your multi-piece shipment are missing. 

How to Resolve:

1. Choose to Deliver Available Boxes:
   • Click on Attempt partial delivery to opt for partial delivery of the available boxes
2. Hold Shipment:
   • Choose to wait until all boxes are received before delivery.
   • Click on Hold the shipment 

NDR

Issue: Your shipment couldn't be delivered as the consignee refused to accept the delivery. 

How to Resolve:

1. Reattempt Delivery:
   • Click on Reattempt Delivery.
   • Confirm or update any consignee details if necessary.
   • Schedule a new delivery attempt.
2. Return to Sender:
   • Click on Return Shipment to have the shipment returned to you.
     

Appointment Needed

Issue: Your shipments require a delivery appointment with consignees, as they can only receive shipments during specific time slots when their inbound docks and staff are available.

How to Resolve:

• Book an Appointment
  • Click on Book Appointment. 
  • For more details, refer to How to create an Appointment on Delhivery One?

Freight Collection

Issue: Your shipments have pending freight charges that need to be paid before we attempt to deliver the shipment.

How to Resolve:

1. Settle Charges for a Single Shipment:
   • Click on Pay Freight next to the shipment.
2. Settle Charges for Multiple Shipments:
   • Select the shipments you wish to pay for.
   • Click on Pay Freight at the top of the list.

Additional charges

Issue: Your shipments have additional charges incurred by us  during delivery that need to be paid. 

What are Additional Charges?

Additional charges include Mathadi/Union Charges. These charges are paid to vendors or entities involved in the delivery process. 

How to Resolve:

• Acknowledge Charges:
  • Click Acknowledge to accept the charges and proceed.

Acknowledged Measured Weight

Issue: Your shipments have a weight discrepancy, where the actual weight differs from the weight you specified on the portal.

How to Resolve:

1. Acknowledge the New Weight:
   • Click Acknowledge to accept the updated weight.
2. Reject the New Weight:
   • If the new weight is incorrect, click Reject to dispute it.

Note:  If the acknowledgement is not provided in time, the shipment will be returned.

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