How Do I Handle Delivery Exceptions Such as Missing or Damaged Cargo?
To handle delivery exceptions such as missing or damaged cargo, open an exception ticket as soon as the problem is detected, attach photos and details, assign an owner, inform the customer and track the resolution until a replacement, refund or claim is completed.
In Jestor, exceptions are linked to the original order, with SLA deadlines and a full history.
Why do exceptions turn into bigger problems?
When cargo arrives damaged or incomplete, drivers call the office, the office calls the customer and nobody writes anything down.
Days later, nobody remembers what was agreed, the customer is still waiting and the cost is never recovered.
What problems does exception handling solve?
- No record of what went wrong
- Customers waiting without updates
- Unclear responsibility for the fix
- Claims to carriers or insurers not filed
- Repeated problems with no root cause analysis
How do I handle exceptions in Jestor?
- Create an exception form that drivers fill in from their phone, with photos.
- Link the exception to the order and customer.
- Classify the type: Missing, Damaged, Wrong item, Refused.
- Define phases: Reported, Investigating, Resolution agreed, Closed.
- Inform the customer through WhatsApp and record the agreed solution.
| Exception type | Typical resolution |
|---|---|
| Missing items | Locate or send the missing items |
| Damaged cargo | Replacement, credit or claim |
| Wrong item | Pickup and correct delivery |
| Refused delivery | Return or new delivery date |
How do exceptions reveal root causes?
Classifying every exception by type, route, driver and customer shows where problems concentrate.
A dashboard of exceptions helps fix packaging, loading or handling issues at their origin.
Why use Jestor for delivery exceptions?
- Field reporting: drivers open exceptions with photos on mobile.
- Linked records: exceptions connected to the original order.
- SLA tracking: resolution deadlines visible.
- Root cause data: dashboards by type, route and driver.
Fast communication protects the relationship. Customers usually accept a problem better when they hear about it early, with a clear plan, than when they discover it themselves.
This structure helps you handle delivery exceptions such as missing or damaged cargo with speed and accountability.
Frequently Asked Questions
Can drivers report exceptions with photos?
Yes. The exception form accepts photos from mobile.
Where can I learn more?
Visit jestor.com to try Jestor free or talk to the team.
Can I see which routes have the most exceptions?
Yes. Dashboards group exceptions by route, driver and type.
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