Shipping exceptions occur when an order cannot move forward as expected due to issues like delays, address errors, or customer refusals. This article explains the types of shipping exceptions flagged in the Merchant Admin Portal and outlines what you can do to resolve them.
By understanding each exception, you can take the right actions quickly and minimize disruptions in your fulfillment process.
Resolve shipping exceptions
This table outlines each shipping exception flagged through the Admin Portal - their descriptions and possible resolutions.
Exception Type | Defintion | Resolution |
Processing Delay | Orders that have not shipped within three days of the order creation date. | Check your inventory levels and make sure all required shipping requirements are met. |
Exception_Other | Other circumstances not covered by known substatuses. | Contact the Customer Support Team for further investigation. |
Exception_Returning | The package is being returned to the sender. | See the Understanding Return-to-Sender Orders page for full guidelines. |
Exception_Returned | The sender has successfully received the returned package. | See the Understanding Return-to-Sender Orders page for details. |
Exception_NoBody | The recipient cannot be found due to incorrect or missing contact information. | Contact your customer to verify their details and advise them of the failed delivery attempt. Check your inbox for any messages from the Customer Support Team. |
Exception_Security | Issues with security, customs clearance, or fees found before delivery. | Visit the Navigating the Unexpected: A Comprehensive Guide to Order & Delivery Exceptions page for more information. |
Exception_Damage | The package was damaged during transportation. | Inform your customer about the situation and follow the steps in Reporting Damaged Shipments. |
Exception_Rejected | The recipient refused to accept the package before delivery. | Contact the recipient to confirm if they still want the order. If they do, coordinate with the local carrier to arrange re-delivery. |
Exception_Delayed | Delay beyond the scheduled delivery time due to various reasons. | Reach out to the last-mile carrier to get updates on ETA or possible next steps. |
Exception_Lost | Package lost due to various circumstances. | Follow the next steps outlined in Lost in Transit (Core Countries). |
Exception_Destroyed | The package was destroyed and could not be delivered. | Contact both the local carrier and the Customer Support Team for assistance. |
Exception_Cancel | The shipment order was canceled due to various reasons. | Verify if a valid cancellation request was made. Portless does not cancel orders without confirmation. |
Invalid Address | The shipping address provided is invalid or incomplete. | Ask your customer for their correct address and coordinate with the last-mile carrier to arrange re-delivery. Check for any communication from the Customer Support Team regarding the failed delivery attempt. |
Delivery Failed | The delivery attempt was unsuccessful due to various possible reasons. | Notify your customer about the failed attempt and coordinate with the last-mile carrier to arrange re-delivery. |
OOS (Out of Stock) | The shipment could not be processed because there is not enough inventory. | Restock inventory. If stock is available but not reflected in the system, contact the Customer Support Team, this may be a sync issue. |