A recovery record—not an incident inbox
Delivery exception report for verified recovery
Turn the failed stop or shipment risk into an owned case with evidence, containment, due date, required action, return path and verified resolution.
The sample App includes a native review workflow with a return-for-correction path; it does not rely on a manual status change alone.
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Resolution workflow
Move the exception from fact to verified outcome
Closing the case requires more than acknowledging it.
- 01
Report the event
Connect shipment, type, severity, time, location and evidence.
- 02
Contain the impact
Protect goods, customer promise or downstream work before root cause analysis.
- 03
Assign the response
Name the owner, due date and exact action required.
- 04
Review the evidence
A reviewer can verify or return the record for correction through native workflow.
- 05
Close connected work
Update the shipment, return, acceptance or customer-resolution record that the exception affected.
Exception taxonomy
Use categories that change the response
A long dropdown is useful only when it routes a different decision.
| Exception | Immediate evidence | Likely next record |
|---|---|---|
| Late arrival | Current event, revised ETA and commitment | Customer communication and recovery plan |
| Failed attempt | Time, location, reason and photo/note | Reattempt, hold or return pickup |
| Damage or refusal | Condition evidence and recipient response | Acceptance exception, return or claim |
| Short delivery | Expected/delivered quantity and package context | Remaining delivery, replacement or claim decision |
| Missing proof | Stop completion and absent requirement | Proof correction or supervisor review |
Management view
Prioritize by exposure, not by record count
The queue should show what could still harm the promise.
Critical and uncontained
Act before analysis when goods, safety or customer commitment remains exposed.
Due soon without an owner
Assign responsibility before the resolution clock is missed.
Resolved but not verified
Keep the case open until required evidence and connected outcomes are checked.
Response ownership
Route the exception to the decision it actually requires
The exception type should change the owner, evidence and next record. A single shared inbox makes resolution look centralized while accountability remains unclear.
Late or missed commitment
Dispatch or logistics owns the revised plan, while customer service owns approved communication. Preserve the previous promise, latest confirmed event and recovery commitment so both teams work from the same case.
Damage or shortage
Retain quantity and condition evidence, package or item context and immediate containment. Route disposition, carrier claim, supplier follow-up or replacement to the role authorized to make that decision.
Refusal or failed attempt
Record who was present, why the stop failed and what evidence exists. Make reattempt, hold, return and customer escalation explicit choices rather than an unstructured note.
Missing or disputed proof
Keep the delivery state separate from proof completeness. Route correction or supervisor review without erasing the original submission, then verify the accepted evidence before closing the case.
Rollout decision
Define the clock for containment, action and verification
Late, damaged, refused and short deliveries need different evidence and owners. Agree when each clock starts, what pauses it and who can verify closure. Review repeat causes by service, location, carrier and customer promise, but keep every measure traceable to the shipment and recovery action behind it.
Questions before rollout
Delivery exception report FAQ
What is a delivery exception?
It is a shipment or stop outcome that departs from the plan or promise and requires a decision, such as delay, failed attempt, damage, refusal, shortage, missing proof or wrong location.
What should the report include?
Include the shipment, event, type, severity, evidence, containment, owner, due date, required action, connected return or customer work and verification outcome.
Why use a workflow instead of a status field?
A workflow creates an assigned review task, protects decision fields and supports return for correction. A status field alone does not prove that a reviewer acted.
How should exception performance be measured?
Measure time to containment, time to owned action, overdue resolution, return rate and verified closure. Define the start, pause and end of each clock.
What is the difference between containment and resolution?
Containment limits immediate impact, such as holding goods or notifying a customer. Resolution fixes or decides the case, and verification confirms that the promised outcome actually occurred.
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Review connected records, operating views, a real exception workflow and representative normal, at-risk, failed and completed delivery states.