Convey Statuses & Exception Types
Carriers describe transit events and delivery problems in many different ways. Convey has simplified and normalized transit data so that your team doesn't have to spend time making sense of it.
Our normalized shipment statuses and related exceptions can help you get a sense for a shipment's health at-a-glance. They are also the foundation for Convey's evolving automation and shipment rule sets.
Convey Shipment Statuses
Every shipment in Convey has a shipment status. The following statuses are visible to all users.
| Shipment Status |
Description |
|
Pickup Appointment
|
An appointment needs to be scheduled for the carrier to pick up the shipment. |
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Scheduled
|
The shipment has been scheduled but not yet picked up. All Initiate shipments are put into Scheduled status, once they are created with the carrier. |
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In Transit
|
The shipment has left the origin location and is in route. Note: We will continue to check for tracking updates up to 60 days for Parcel shipments, 25 days for Saia shipments, and 180 days for all other shipments, or until the shipment has reached a terminal state (e.g. Delivered). |
|
Out for Delivery |
The shipment is on a delivery vehicle to the final destination. Note: We will continue to check for tracking updates up to 60 days for Parcel shipments, 25 days for Saia shipments, and 180 days for all other shipments, or until the shipment has reached a terminal state (e.g. Delivered). |
|
Delivered |
The shipment has been left at the final destination. |
|
Returning to Sender |
The shipment has not been delivered to the intended recipient and is on its way back to origin with its original tracking number. Note: We will continue to check for tracking updates up to 60 days for Parcel shipments, 25 days for Saia shipments, and 180 days for all other shipments, or until the shipment has reached a terminal state (e.g. Delivered). |
|
Delivered to Sender |
The shipment was returned to sender and has been delivered back to the shipment origin with its original tracking number. Note: This status is usually specific to parcel shipments. For a true return shipment that has a new tracking number (e.g. customer-initiated return), the shipment will follow the standard "In Transit", "Delivered" path. |
|
Undeliverable |
The carrier has communicated that the shipment has not been delivered to the destination or sent back to the origin for reasons such as the package being lost, damaged, or a request for it to be destroyed. NOTE: Convey has additional logic to determine if a package is Undeliverable if we do not receive this information from the carrier. This is determined by looking if the last event on the shipment has an exception type of Lost or Disposed, there are no events that have a terminal state, and the shipment is not in a terminal state and does not have delivered date set. |
|
Canceled |
The shipment has been voided/canceled at a stage within the shipment journey, either by the shipper, carrier, or recipient. |
|
Untrackable |
The shipment is untrackable because it is either 1) too new to track, or 2) it has a data issue that prevents successful tracking, such as an invalid tracking number.
Note: We will continue to check for tracking updates up to 60 days for Parcel shipments, 25 days for Saia shipments, and 180 days for all other shipments. |
Convey Exception Types are labels in addition to the Convey Shipment Status. Not every shipment will have a Convey Exception Type because they represent what might be a delivery problem or unexpected change to a shipment. Since these are typically actionable, we've included some recommended actions with each definition in the table below.
- Operator Recommended Action: This is the suggested action to be taken by the business. These should be customized based on your company's policies, operating procedures, and carrier nuances.
- Consumer Recommended Action: This is a recommendation on what we think the recipient should do to resolve the delivery issue.
The following Exception Types are visible to all users.
|
Exception |
Description |
Operator RA |
Consumer RA |
|
Attempted Delivery
|
The carrier tried to deliver the shipment, but was unsuccessful. |
Check with your carriers on their delivery attempt protocols. Typically, no action is required after the 1st attempt. Convey suggests notifying the customer after the 2nd attempt to avoid unnecessary returns after the 3rd |
[Carrier] is rescheduled to deliver tomorrow. No action is required. |
|
Available for Pickup
|
The shipment is waiting at a carrier terminal or access location to be picked up by the recipient. |
No action is required, although carriers will return to sender if the package is not picked up after a period of time. |
Please pickup your package at the instructed location or call [carrier] at [phone] for more details. |
|
Cannot Schedule
|
The shipment requires a delivery appointment and the carrier has been unable to reach the customer for scheduling, even though they have the correct contact information. |
Contact the customer and inform them of the appointment scheduling process. Confirm their contact information and send updates to carrier if necessary. |
Large items require a delivery appointment. Please call [carrier] at [phone] as soon as possible to schedule a delivery appointment. |
|
Consignee Refused
|
The recipient denied accepting the shipment from the carrier. There are a variety of reasons why a recipient may deny acceptance of a shipment. |
If it is unknown why the shipment was refused, contact the customer to confirm resolution. |
If this was a mistake, please send us a quick note using the feedback form, otherwise no action is required. |
|
Customer Change Request
|
The customer/recipient has requested a change to their shipment in transit. This may include a future delivery, hold or service level change. Note: Address changes are designated with the ‘Reconsigned’ exception type. |
No Action Required |
If this was a mistake, please send us a quick note using the feedback form, otherwise no action is required. |
|
Damaged
|
The shipment is damaged (i.e. in unsatisfactory condition). Note: This exception used to include both damaged and shorted shipments, but Short has been created as it's own exception. |
Contact the customer and refer to your company policy. Typically, the item will be reshipped or refunded. |
If you haven't heard from [retailer] yet, please send us a quick note using the feedback form to escalate your issue. |
|
Disposed
|
The shipment has been disposed of by the carrier. Note: This exception is an additional input to Convey's logic for the 'Undeliverable' shipment status, which looks for Lost and/or Disposed shipment exceptions and no delivery date. |
|
|
|
Delay - General
|
The shipment is late/delayed due to a reason other than weather, such as road closures or other operating conditions. |
No Action Required |
Stay up to date on your delivery. Sign up to receive alerts when your package is out for delivery, delivered or has an issue. |
|
Delay - Weather
|
The shipment is late/delayed due to weather. |
No action required. |
Stay up to date on your delivery. Sign up to receive alerts when your package is out for delivery, delivered or has an issue. |
|
Held at Terminal
|
The carrier is holding the shipment at the terminal, while they wait for additional delivery instructions. |
Contact the carrier to understand why the shipment is being held and resolve. |
If you haven't heard from [retailer] yet, please send us a quick note using the feedback form to escalate your issue. |
|
Incorrect Address - Insufficient Information
|
The recipient’s address or contact information is invalid. This is a general exception for Incorrect Address. |
Contact the customer and confirm all the address and contact information (not just what the carrier states as incorrect). After the information has been collected, provide it to the carrier. |
Please call [carrier] at [phone] as soon as possible to correct your address information. |
|
Incorrect Address - Incorrect Name
|
The recipient’s contact name is invalid. This is a more granular exception for Incorrect Address. |
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Incorrect Address - Incorrect Street or Number
|
The recipient’s street or number is invalid. This is a more granular exception for Incorrect Address. |
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Incorrect Address - Incorrect Apartment or Suite
|
The recipient’s apartment or suite number is invalid. This is a more granular exception for Incorrect Address. |
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Incorrect Address - Delivered to Wrong Address
|
The shipment was delivered to the incorrect address. This is a more granular exception for Incorrect Address. |
|
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Incorrect Address - Recipient Moved
|
The shipment was delivered to the correct address, but the recipient has moved. Therefore, it is the incorrect address for the recipient. This is a more granular exception for Incorrect Address. |
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|
Lost
|
The shipment was lost by the carrier (i.e. the carrier is unable to locate shipment). Note: This exception is an additional input to Convey's logic for the 'Undeliverable' shipment status, which looks for Lost and/or Disposed shipment exceptions and no delivery date. |
|
|
|
Missort
|
The shipment was miss-sorted at the shipment facility, and potentially sent to the wrong terminal by the carrier. This will most likely result in a delay. |
No action required. |
Consignee may see this carrier event on the tracking page but no action is required. |
|
Other
|
An unrecognized or uncategorized carrier exception. This exception type is continuously monitored for new messages. |
Most of these exceptions require no action, but they should be reviewed and acted on as necessary. |
Consignee may see this carrier event on the tracking page but no action is required. |
|
Reconsigned
|
A change was made to the recipient’s address for delivery. |
No action required, but periodically review these exceptions for fraudulent activity. |
If this was a mistake, please send us a quick note using the feedback form, otherwise no action is required. |
|
Remote Address
|
An area that is difficult to access because the carrier’s terminal is not close. These locations are usually rural areas, small towns, islands or ski resorts. |
No action required. |
Stay up to date on your delivery. Sign up to receive alerts when your package is out for delivery, delivered or has an issue. |
|
Return to Sender
|
The shipment is undeliverable and is being sent back to the indicated return address on its original tracking number. |
Investigate the reason for the shipment being returned. If necessary, contact the customer and refer to your company policy. |
If you haven't heard from [retailer] yet, please send us a quick note using the feedback form to escalate your issue. |
|
Scheduled for Next Day
|
No delivery attempt was made and the delivery has been scheduled for the next business day. |
No action required. |
[carrier] has rescheduled to deliver tomorrow. No action is required. |
|
Shipment Correction
|
The carrier noticed a difference in the package attributes than what were originally quoted. Weight, dimensions and classifications are typical rating attributes corrected that result in higher or lower shipping costs. |
No action required, but periodically review these exceptions for shipping efficiency. |
Consignee may see this carrier event on the tracking page but no action is required. |
|
Shipping Label Replaced
|
The shipment’s label was reprinted because it was unreadable or there were multiple labels. |
No action required, but periodically review these exceptions for shipping efficiency. |
Consignee may see this carrier event on the tracking page but no action is required. |
|
Short
|
There is one or more missing pieces in the shipment (i.e. the quantity received is less than the quantity listed). Note: This exception is usually specific to LTL shipments. |
|
|
|
Tendered Late
|
The shipper tendered the shipment after the latest pickup time for the requested service. A day delay is likely. |
No action required, but periodically review these exceptions for shipping efficiency. |
We do not alert customers about this exception type. |
The following Convey Exception Types are only available to accounts that have them configured. If you would like to enable these for your company's account, please send a request to your Executive Account Director.
|
Exception |
Description |
Operator RA |
Consumer RA |
|
Convey Missed Pickup Warning
|
Generated by Convey if the shipment pickup date is passed and the shipment has not received an 'In Transit' status scan from the carrier. This exception is account-specific, and not enabled for all customers. |
Confirm with the shipper that the shipment was picked up. |
We do not alert customers about this exception type. |
|
Convey Revised Estimated Delivery Date (earlier) |
Generated by Convey if the carrier updates/revises the estimated delivery date to a date that is earlier than the original estimated delivery date. This exception is account-specific, and not enabled for all customers. |
|
We do not alert customers about this exception type, though a new EDD will be visible on the tracking page. |
|
Convey Revised Estimated Delivery Date (later)
|
Generated by Convey if the carrier updates/revises the estimated delivery date to a date that is later than the original estimated delivery date. This exception is account-specific, and not enabled for all customers. |
|
We do not alert customers about this exception type, though a new EDD will be visible on the tracking page. |
|
Convey Received Delivery Appointment Date |
Generated by Convey when a carrier first (i.e. initially) provides a delivery appointment date, start time, and/or end time to Convey, via the carrier's integration(s) with Convey. This exception is account-specific, and not enabled for all customers. |
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Convey Revised Delivery Appointment Date |
Generated by Convey when a carrier provides any updated delivery appointment date, start time, and/or end time information for a shipment to Convey, via the carrier's integration(s) with Convey. This exception is account-specific, and not enabled for all customers. |
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| Predicted to Miss EDD |
Generated by Convey when the shipment is expected to miss the estimated delivery date provided by the carrier. This predictive insight has an associated Risk Score, which indicates the confidence level of the prediction (e.g. 90%). |
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| Predicted to Miss Promise Date |
Generated by Convey when the shipment is expected to miss the shipment promise date. This predictive insight has an associated Risk Score, which indicates the confidence level of the prediction (e.g. 90%). |
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| Predicted to Miss SLA |
Generated by Convey when the shipment is expected to miss the shipment SLA with the carrier. This predictive insight has an associated Risk Score, which indicates the confidence level of the prediction (e.g. 90%). |
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