Skip to main content
Deutsch (Deutschland) Español Français (France) Italiano Polski Slovenčina (Česko)

Search

search shadow

Articles in this section

Common Use Cases for Proactive Exception Management

Permanently deleted user
Permanently deleted user

In this article

Are you just getting started with Proactive Exception Management using cases in Convey and need some advice on types of delivery experience issues to surface? Below are some supported common use cases we see across our customers.

First, you will want to read up on how to use Shipment Rules to create cases automatically based on shipment status or other shipment attributes. 

We suggest Tier 1 as a starting point and gradually moving to Tier 2 over time as you reduce reactive call volumes. 

Suggestions for Common Carrier-Reported Exceptions

Parcel Shipments

Rule Name Rule Filters Case Type Tier
Parcel: Address Issue
  • Exception Type is Incorrect Address - [All]
  • Mode is Parcel
 General Status Update 1
Parcel: Held at Terminal
  • Exception Type is Held at Terminal
  • Mode is Parcel
 General Status Update 1
Parcel: Damaged
  • Exception Type is Damaged, Over, Short
  • Mode is Parcel
 OS&D - Damaged 1
Parcel: Lost
  • Exception Type is Lost
  • Mode is Parcel
 Lost 1
Parcel: Undeliverable
  • Status is Undeliverable
  • Mode is Parcel
 Other

2
Parcel:Return to Sender
  • Exception Type is Consignee Refused, Return to Sender
  • Mode is Parcel
 Return to Sender 

 2


Freight Shipments

Rule Name Rule Filter(s) Case Type Tier
Freight: Delivery Schedul.
  • Exception Type is Cannot Schedule, Incorrect Address - [All]
  • Mode is Freight
 Delivery Scheduling 1
Freight: Held at Terminal
  • Exception Type is Held at Terminal
  • Mode is Freight
 General Status Update 1
Freight: Damaged
  • Exception Type is Damaged, Over, Short
  • Mode is Freight
 OS&D - Damaged 1
Freight: Canceled
  • Status is Canceled
  • Mode is Freight
 Cancel 2
Freight: Refused
  • Exception Type is Consignee Refused, Return to Sender
  • Mode is Freight
 Refused by Receiver 2

 

Suggestions for Common SLA Violations

Rule Name Rule Filter(s) Case Type Tier
Stalled Pre-Transit
  • Status is Scheduled
  • No Movement in [time interval]

OR

  • Status is Scheduled
  • Carrier Ship Date is Yesterday
 General Status Update   1
Stalled In Transit
  • Status is In Transit
  • No Movement in [time interval]
 General Status Update   1
Missed Appointment
  • Status is Scheduled, In Transit
  • Appointment Date is Yesterday
 Delivery Scheduling 2
Will Miss EDD
  • Status is Scheduled, In Transit
  • Estimated Delivery Date is Yesterday
 General Status Update  2
Missed EDD
  • Delivered Date is Today
  • Estimated Delivery Date is Yesterday
 General Status Update   2
Will Miss Promise
  • Status is In Transit
  • Promised Date is Yesterday
 General Status Update  2
Missed Promise
  • Delivered Date is Today
  • Promise Date is Yesterday
 General Status Update  2

For help with workflows to manage these use cases, read our Workflows for Proactive Exception Management article.

Related articles