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WORKFLOW - LOGISTICS

Exception Handling Workflow

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Quick Answer

The Exception Handling Workflow uses AI to detect, classify, and resolve freight exceptions in real-time. AI monitors shipment data, identifies deviations from expected delivery timelines, classifies exception types, and routes to appropriate resolution workflows—reducing exception resolution time by 60%.

Definition

**Exception Handling Workflow** automates the detection and resolution of logistics exceptions: delays, damages, missing goods, refused deliveries, address issues. AI classifies exceptions, predicts impact, and initiates resolution protocols.

Key Points

  • Real-time monitoring of shipment tracking and carrier updates
  • Automatic detection of delivery timeline deviations
  • Classification of exception types: delay, damage, loss, refusal
  • Impact assessment: delivery date impact, customer urgency, financial exposure
  • Intelligent routing to appropriate resolution workflow
  • Proactive customer notification with resolution timeline
  • Carrier escalation for unresolved exceptions
  • Reduces exception resolution time by 60%

How It Works

1

Exception Detection

Monitor shipment tracking data, carrier status updates, delivery confirmations. Detect deviations from expected delivery timeline.

2

Exception Classification

Classify exception type: delay (weather, mechanical, capacity), damage (transit, handling), missing (lost, stolen), delivery issue (refused, address).

3

Impact Assessment

Evaluate impact: days of delay, customer priority, contract penalties, alternative delivery options, financial exposure.

4

Root Cause Analysis

Identify root cause: carrier performance, weather event, incorrect address, customer unavailable, packaging failure.

5

Resolution Routing

Route to appropriate workflow: carrier escalation, re-delivery scheduling, insurance claim, replacement shipment, customer service.

6

Customer Notification

Proactively notify customer with: exception details, estimated resolution timeline, alternative options, contact information.

7

Resolution Tracking

Track resolution progress. Escalate if resolution timeline exceeded. Monitor until confirmed delivery or claim resolution.

8

Post-Exception Analysis

Analyze exception patterns to identify systemic issues: carrier performance trends, packaging problems, address data quality.

Exception Types & Resolution Protocols

  • Delay ExceptionMonitor tracking. If delay >24hrs, escalate to carrier. Consider expedited alternative. Notify customer with revised ETA.
  • Damage ExceptionRequest photos from carrier. File damage claim. Determine if goods salvageable or replacement needed. Initiate replacement shipment if critical.
  • Missing/Lost ExceptionInitiate carrier trace. File loss claim after carrier trace period. Order replacement shipment. Investigate for theft patterns.
  • Delivery RefusalContact customer to resolve delivery issues. Reschedule delivery or arrange will-call pickup. Investigate reason for refusal.
  • Address IssueVerify address with customer. Correct in system. Reroute shipment if in transit. Update address database.