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Most late shipments are resolved without intervention. But for truly stuck or undeliverable packages, you may need to contact the carrier, reroute, or arrange a return and re-ship.
When to use this workflow
- A package is delayed beyond the estimated delivery date
- Tracking shows a package is stuck or “in exception” at a carrier facility
- Carrier marked the package as undeliverable (bad address, no recipient)
- Customer is inquiring about a missing shipment
- You need to authorize a refund or replacement due to unacceptable delay
Checking shipment status
View tracking in Arcus
- Open the order.
- Click the Fulfillment tab.
- Find the shipment and click View Tracking.
- Arcus displays the latest carrier status.
Common carrier statuses
| Status | Meaning | Action |
|---|---|---|
| In Transit | Package is moving toward destination (on time) | No action needed; await delivery |
| Out for Delivery | Package is on the delivery truck today | No action; expect delivery by 6 PM |
| Delivered | Package has been delivered | Confirm receipt with customer |
| Exception | Package is delayed or stuck at a facility | Contact carrier; may delay 1-5 days |
| Undeliverable | Carrier cannot find the address or recipient refused | Contact customer; verify address; may need to return and re-ship |
| Returned to Sender | Carrier returned the package to you | Contact customer; get correct address; re-ship |
Responding to exceptions and delays
Exception: Package delayed at a facility
What it means: Package is stuck at a carrier hub due to volume, weather, or routing issue.- In Arcus, click View Tracking.
- Review the latest tracking update for the delay reason.
- Click Contact Carrier (if integrated) or note the tracking number.
- Estimated delay is usually 1-3 additional days.
- Do NOT contact customer yet; let carrier resolve.
- Contact the carrier directly by phone (UPS, FedEx, USPS).
- Provide the tracking number.
- Ask if package is recoverable or should be treated as lost.
- Inform customer of delay and new ETA.
Exception: Undeliverable address
What it means: Carrier cannot find the address, or recipient refused delivery.- Click View Tracking.
- Review the undeliverable reason (bad address, no recipient, refused delivery).
- Contact customer immediately:
- “Your package could not be delivered to [address]. Can you confirm the address is correct?”
- Or: “The recipient at [address] refused delivery. Why?”
- If address is wrong:
- Ask customer for correct address.
- Follow Change Shipping Address workflow.
- Request carrier return the package to you.
- Re-ship to the correct address at no charge to customer.
Exception: Lost in transit
What it means: Package has been in transit for >7 days past the estimated delivery date with no status updates.- Check Arcus tracking.
- Contact the carrier:
- “Tracking [number] shows last update [date]. Package is [#] days overdue. Please investigate.”
- Carrier will investigate (typically 24-48 hours).
- Outcome:
- Found: Package continues delivery (expect 3-5 more days).
- Lost: Carrier declares loss; you file a damage/loss claim (see Shipping Damage Claim).
- Send a replacement immediately.
- Issue a refund of 50% (let carrier claim cover the loss).
- Or: Full refund and let carrier claim reimburse you.
Requesting carrier intervention
Contact the carrier by phone
- Have the tracking number and original order details ready.
- Call the carrier (UPS: 1-800-742-5877, FedEx: 1-800-463-3339, USPS: 1-800-275-8777).
- Ask the carrier to:
- Confirm package location and condition
- Provide updated delivery ETA
- Investigate why it’s delayed
- Reroute or return to you if necessary
Request package rerouting or return
If the package is stuck:- Ask the carrier to redirect it to a USPS/UPS/FedEx pickup location if possible (to speed delivery).
- Or: Request the carrier return it to you for re-shipment to a corrected address.
- Carrier may charge a reroute fee; evaluate if it’s cheaper than replacing the order.
Customer communication
Proactive notification (before customer asks)
If you notice an exception:- Send customer a message via email or in-app:
- “We noticed your shipment [tracking#] is experiencing a delay due to [reason]. We’re in contact with the carrier. New ETA is [date].”
- Offer a proactive gesture (small discount on next order, free shipping on replacement, etc.).
Reactive response (customer asks)
If customer contacts you:- Check tracking immediately.
- Explain the status clearly: “Your package is [status]. Carrier is investigating. ETA is [date].”
- Do NOT make promises about resolution date unless you have spoken to the carrier.
Offering compensation for severe delays
If a shipment is >10 days late and customer is upset:- Offer options:
- Partial refund: 10-25% of order value for the inconvenience.
- Replacement order at discount: Ship a replacement; offer 20% off next order.
- Full refund: If customer no longer wants the item; arrange return.
- Document the gesture in Arcus notes for your team.
Tips for managing late shipments
- Set customer expectations: Include expected delivery dates in order confirmations.
- Carrier insurance: For high-value items, purchase carrier insurance to cover loss/damage.
- Choose reliable carriers: Use carriers with better on-time delivery rates in your area.
- Monitor proactively: Check tracking on older shipments before customers complain.
- Have a replacement policy: Decide in advance whether you’ll send a replacement while a lost package claim is pending.
Related articles
Packing and Shipping
Choose carriers and manage shipments.
Shipping Damage Claim
File claims for lost or damaged packages.
Customer Returns
Process returns and replacements.
Shipments and Rate Preview
View tracking and shipment options.