B2B Exceptions Management

Overview
This section displays shipments currently in transit that require the client's input to proceed. Only when the necessary details are provided, the shipment will be delivered to the consignee
To view such shipments : Navigate > Main Menu > Exceptions & NDR
Shipments are classified into the following 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

Shipments in this section are on hold due to a mismatch or dispute in the payment mode.. A delivery attempt will only be made on these shipments after the relevant actions are taken.

To resolve this issue, you can either:

• Update the payment mode to correct the mismatch. Click on Update Payment Mode, change the payment mode. Click on Save Changes.
• If no update is needed on the payment mode, Click on Reattempt with same details.

Damages

Shipments in this section are those that were damaged during transit. No action will be taken on these shipments until the client provides the necessary instructions.

Click on Review Shipment to view and download images of the damaged shipments for reference. 

Then, you can choose one of the following actions:

• Click on Return All to return all shipments to the sender
• Click on Repack All and Deliver to reattempt delivery of all shipments

E-Way Bill missing

Shipments in this section are on hold because the E-way bill is either missing or has expired during transit, for both forward and return shipments. To resolve this, you need to update the E-way bill number and the invoice number:

• Click on Update Forward E-Way Bill for forward shipments.
• Click on Update Return E-Way Bill for return shipments.
• Click on Bulk update invoices/EWB to update the E-way bill number and the invoice number for multiple shipments at once. For more details, refer to How to Bulk Upload Sale Invoices/E-Way Bills on Delhivery One.

Consignee Details required
Shipments in this section are on hold because the consignee's phone number or address is incorrect or the consignee is not reachable. 
To resolve this, you can:

• Update the consignee's phone number to ensure better contact. Click on Edit Consignee, update the phone number. Click Save Changes. 
• Update the consignee's address. Click on Edit Consignee, update the address (Must be within the same pincode). Click Save Changes.
• If no update is needed on the consignee's phone number or address. Click on Reattempt with same details. 

Document needed
Shipments in this section are on hold because mandatory documents (such as an invoice copy or waybill copy) are missing. 
To resolve this, you need to upload the required document against the LRN to proceed.

• Click on the Update Document,view the LRN and the remark. 
• Select a Document Type from the dropdown and upload the relavant document. 
• Click on Update Document. 

Short Shipments

Shipments in this section have fewer boxes than were originally picked up. This happens when a multi-piece shipment reaches the last mile centre with missing boxes. 

To resolve this, you can:

• Attempt partial delivery of the available boxes.
• Hold the shipment until all boxes are received.

NDR
Shipments in this section were attempted but could not be delivered. 
To resolve these undelivered shipments, you can:

• Reattempt delivery of the shipment
• Return the shipment to the sender

Appointment Needed

Shipments in this section require an appointment to be created with consignees, as they can only receive shipments during specific time slots when their inbound docks and staff are available.

Click on Book Appointment to create an appointment with the consignees. For more details, refer to "How to create an Appointment on Delhivery One?"

Freight Collection

Shipments in this section have revised freight charges that need to be paid. 
To resolve this, you can:

• Click on Pay Freight to pay the revised amount for a single shipment.
• Select all shipments and Pay Freight for all shipments at once.

Additional charges

Shipments in this section have additional charges incurred by Delhivery during logistics operations that need to be paid. These charges are paid to vendors or entities involved in the delivery process. 

An example of such charges includes Mathadi/Union Charges. 

To resolve these issues, click on Acknowledge.

Acknowledged Measured Weight

Shipments in this section have been identified with a weight discrepancy. To proceed, you must acknowledge the measured weight of the shipment. If the acknowledgment is not provided in time, the shipment will be returned.
To proceed, click on Acknowledge to accept the new weight or click on Reject else.