If you run an eCommerce store, few things are more frustrating than seeing a DHL tracking status marked as “exception” when your customer expects their order.
A delivery exception can mean customs delays, address issues, missed delivery attempts, or unexpected disruptions in DHL’s logistics network, any of which can impact your fulfillment process and customer trust.
Understanding exactly what a DHL delivery exception is, why it happens, and how to resolve it quickly is essential for keeping your operations smooth and your customers happy.
Learn practical steps and expert tips for efficiently managing DHL delivery exceptions and reducing their impact on your business. Outvio’s tracking notifications also help businesses turn these challenges into opportunities, converting up to 10 exceptions into additional revenue.
What is a DHL Delivery Exception? What does this delivery status mean?
A DHL delivery exception indicates a temporary problem that prevents your package from being delivered as scheduled, but it does not mean the package is permanently lost.
These exceptions can arise from various issues such as incorrect or incomplete addresses, recipient unavailability, weather disruptions, customs inspections, or operational delays at sorting facilities.
When a delivery exception occurs, DHL updates the tracking status to "exception," often providing specific details like "shipment refused," "bad address," or "customs delay."
This helps recipients and senders understand the reason for the delay. Delivery exceptions are more common during peak shipping seasons, such as holidays, when the volume of packages increases and logistical challenges are more frequent.
Once the underlying issue is resolved, DHL will resume the delivery process.
In some cases, recipients may need to take action, like contacting DHL customer service or updating their delivery information online, to help resolve the exception and ensure the package is delivered successfully.
Impact of DHL delivery exceptions on customers
Poor communication can leave customers uncertain about their order status, while damaged or lost shipments make repeat purchases less likely.
84% of shoppers are unlikely to return after a single negative delivery experience.
Furthermore, delivery problems are a major reason for lost customer trust. For instance, if a DHL delivery status shows "exception" without explanation, it can quickly undermine customer confidence and loyalty.
To summarize, DHL delivery exceptions can harm your ecommerce business in the following ways:
- Delivery exceptions may lead to customer confusion and frustration
- They increase the chance of losing loyal customers
- Negative delivery experiences can hurt your brand’s reputation
- Clear communication is crucial to maintain customer trust during exceptions
Types of DHL delivery package exceptions
1. Address issues
Address problems occur when shipment details are incorrect or incomplete, such as missing street numbers, incorrect ZIP codes, or omitted apartment numbers. This prevents the driver from delivering the package, resulting in a delay until the information is corrected.
2. Package damage or loss during transit
This type of exception happens when a package is damaged or lost during the shipping process. Packages pass through multiple facilities and vehicles, and if they are crushed, opened, or misplaced, DHL investigates before continuing delivery, which can cause delays.
3. Customs delays (for international shipments)
International shipments may be delayed at customs if there are issues with required documentation or if the contents need further inspection. Customs delays can extend the delivery timeline until all regulatory requirements are satisfied.
4. Recipient unavailable at the time of delivery
If no one is available to receive the package when the courier arrives, DHL cannot complete the delivery. This leads to an exception and usually results in a rescheduled delivery attempt.
5. Weather or natural disruptions affecting transit
Severe weather events or natural disasters, such as snowstorms, floods, or airport shutdowns, can disrupt transportation routes and delay deliveries until conditions improve.
6. Operational or scanning errors at sorting hubs
Internal mistakes, such as sorting packages into the wrong bin or missing a scan at a major hub, can interfere with tracking and cause delays. The error is usually detected when the package is scanned at the wrong location and then rerouted correctly.
How to identify a DHL delivery exception?
- Check your tracking number on DHL’s website or dashboard to detect delivery exceptions early.
- If tracking updates stop or show “exception,” investigate the issue further.
- Use delivery tracking software to monitor shipments and receive alerts about potential problems.
- DHL tracking provides various status messages, such as “Delivery attempted,” “Shipment on hold,” “Clearance event,” or “Address information required,” which may indicate an issue.
- If a status does not change for more than a day, there may be a scanning or system error.
- DHL usually notifies you or flags the shipment in your dashboard when an exception occurs, explaining the situation and next steps.
- Watch for unusual delays or inactivity, and check for any service disruptions.
What to do when a DHL delivery exception occurs
- Check the latest tracking update if your DHL tracking shows a delivery exception and your package is no longer moving
- Look for specific messages such as “attempted delivery,” “address correction needed,” or “clearance delay” to help identify the cause of the issue
- After determining the reason for the exception, take the necessary steps to resolve it. For example, if there is an address issue, log into your DHL account to submit a correction request
- If the delay is related to customs, verify if any documents are missing or required to clear your shipment
- Contact DHL customer support to speed up the resolution, especially if the matter is urgent.
- Keep your customer updated throughout the process, including the cause of the delay and the revised delivery estimate. Clear communication helps set expectations and maintain trust, regardless of the reason for the delay
Flexible delivery solutions from DHL
DHL offers several options to help resolve delivery exceptions, including rescheduling delivery, authorizing delivery without a signature, redirecting to a neighbor or service point, or holding your shipment during vacations.
Using these options can help ensure successful delivery even when issues arise.
Turning delivery exceptions into sales and revenue
When shipments are delayed or encounter problems, customers often experience frustration and anxiety about their orders.
Outvio addresses these crucial moments by not only resolving issues promptly but also by keeping customers engaged with timely, helpful communication and relevant offers.
The platform automatically sends real-time notifications to customers as soon as a delivery exception occurs.
These notifications clearly explain the problem and provide guidance on the next steps, such as updating an address or submitting missing documents directly through a branded tracking page.
Outvio takes it a step further: these updates also include personalized product recommendations or exclusive discount codes tailored to the customer’s order history or preferences.
For example, if a customer’s order is delayed, the notification might offer, “We’re sorry for the inconvenience. Enjoy 10% off your next purchase,” or suggest related products they may like.
This strategy benefits your business in several ways:
- Customers feel supported and well-informed, which reduces their frustration and uncertainty
- The built-in offers and recommendations encourage customers to return to your store, even after a delivery issue
- By addressing the delivery problem and presenting new purchasing opportunities in the same interaction, you transform a potential loss into a chance for increased revenue
Preventing DHL delivery exceptions for good
To avoid delivery issues, always make sure the recipient's address is complete and correct, including the postal code and clear references. Use legible, well-attached labels, and ensure the packaging is sturdy and suitable for the contents.
If you are shipping internationally, check that all documentation is in order and comply with the customs requirements of the destination country. Implement a tracking system to monitor the status of each shipment and respond quickly to any incidents.
These actions reduce errors, streamline logistics, and improve customer satisfaction.
Discover how Outvio can turn delivery exceptions into marketing opportunities. Book a demo today.