B2B Exceptions Management

Overview

Shipment Exceptions refers to cases where shipments are stuck in transit and need client inputs to be delivered to consignee or returned back to client.

To view shipment exceptions: Navigate > Main Menu > Exceptions & NDR 

We have classified shipment exceptions in the below categories:

• Payment disputes
• Damages
• E-way bill
• Consignee details
• Document needed
• Short Shipments
• NDR
• Appointment Needed
• Freight Collection
• Additional charges
• Acknowledge measured weight

Payment Dispute

This occurs when a shipment delivery is on hold due to dispute in the payment mode. Example the shipment was prepaid but the shipping label is COD. You can either:

• Update the payment details
• Reattempt with same details
  
  

Damages

This exception occurs when shipment is damaged during transit. You can choose to 

• Return all shipments
• Reattempt delivery of all shipments
• View and download images of the shipments
  
  

E-Way Bill missing

This exception occurs when E-waybill is missing or has expired during transit both for forward and return shipments. You need to update the E-waybill number and Invoice number. We will validate the E-waybill number and process the request.

Consignee Details required

This exception occurs when Consignee Details (Phone or Address) is incorrect or is not reachable and needs updating.

• You can reattempt with the same details
• You can update the consignee phone number, or
• You can also update the consignee address. Note that the new address needs to be of the same pincode.
  
  

Document needed

This exception is created when any of the ,mandatory documents are missing for a particular LRN i.e Invoice copy or waybill copy. In this case you need to upload the required document against the LRN.

Short Shipments

This exception is created when a multi-piece shipment reaches our last mile center, there might be scenarios where less boxes have reached than the picked boxes. In such cases you can choose to either attempt Partial Delivery and Hold the shipment.

NDR

NDR stands for Non-Delivery Report, i.e. shipments that were attempted but undelivered. You can take the following actions on NDR shipments.

• Re-attempt the shipment
• Return the shipment

Appointment Needed

Appointment creation is required for pre-defined consignees that can be categorized as time sensitive consignee to support time-slotted deliveries. So the deliveries can be done when the consignee's inbound docks and staff are available to receive the consignment. If a shipment falls under this category and an appointment is not created for the same, in this case, the Appointment Needed exception gets created.

Freight Collection

When freight is revised, we need to collect revised freight amounts. That is when the Freight collection exception gets created. You can either choose to Pay Freight for a single LRN, or for maximum 25 LRNs at once. Clicking on Select All will select all the LRNs (25 LRNs)

Additional charges

Additional charges incurred by Delhivery on a case to case basis, are paid to vendors and entities on the ground while executing the logistics services. One of such examples are Mathadi/Union Charges.

Acknowledged Measured Weight

When a shipment with weight discrepancy is identified, it is categorized under this exception. This allows  you to acknowledge the measured weight of the shipment, before it is moved forward. If an acknowledgement is not received in time, the shipment is returned.