Tracking status "Delivery Exception"
Hello Folks,
We sold an item on 06/10/2018 and ship same day with FedEx ground. The item cost was $500 and needed Sign on delivery.
Amazon Delivery Windows for this item is: Fri, Jun 15, 2018 to Fri, Jun 29, 2018
Item was picked up o 06/11/2018
Item went in to status called “Delivery Exception”
Scanned on 06/13 7.07am (Local time) On FedEx vehicle for delivery
06/13/18 5.43PM
Delivery exception
No attempt made, delivery scheduled for next business day
Customer called twice on 06/13 and we replied them that we will reach out to FedEx. Called FedEx and update them that FedEx in working on the issue.
Last night customer again called Amazon and filed Return Request and wants a refund now.
We called FedEx and we were told the item was not scanned so investigation is already on and we should wait till Tuesday.
Customer call Amazon again today and need refund now.
What would be advise from the experts here?
TIA
7 replies
Seller_bWU6w5XvXmIfs
Today is 18.June, you are not required to refund the order for INR before the estimated delivery timeframe has passed.
Almost everytime when I ship using FedEx, I am getting a delivery exception notice. Usually it’s because the addressee has requested the package to be delivered on a different date or was not available to sign for it.
I would advise you to investigate the issue with the carrier as the EDD has not passed yet.
Seller_zc50DVO3FE5fz
Well I hate to be the bearer of bad news - but it currently sounds like it is lost. That particular delivery exception means that there was no scan at all after it went out for delivery, including after the truck returned to the station. That could mean a variety of things:
- It was delivered but the driver didn’t scan it.
- It was scanned on being on the truck for delivery but somehow never got on the truck for delivery.
- Someone stole the package from the FedEx facility, or the FedEx truck.
If a delivery update didn’t happen the next day, it’s probably never going to happen and end up being a lost package. What AngelicPretty said actually doesn’t apply in your case - if someone isn’t home to sign for it, then it would show up that way on the tracking, not “No attempt made”. “No attempt made” without any other details means the package never got scanned after being scanned as out for delivery, even after the truck returned empty.
Seller_g4xNL1B0ckJXh
As per the suggestion from everyone we ask customer to wait 48-72 hours so we can follow up with FedEx to determine the next step. We assured them to refund in full if not delivery within Amazon delivery window regardless of the outcome from FedEx. As usual, Customer filed A-Z.
What would a good approach to respond to A-Z in this case.
The item is still in trace and as per tracking “On FedEx vehicle for delivery”.
still with in Amazon delivery window Fri, Jun 15, 2018 to Fri, Jun 29, 2018
Of course, we would like to avoid hit to our metric but also we need to take care of customer.
Thanks everyone for the help!
