Despite meticulous planning and efficient logistics, even a highly streamlined fulfilment process can encounter unforeseen challenges. These disruptions, known as order exceptions, may occur due to unavailable inventory, missing order information, or failed delivery for any particular reason.

Not taking immediate action to resolve these situations can ultimately hamper customer satisfaction. In this blog, we will understand what these exceptions exactly are and how Eshopbox handles them.

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What are order exceptions, and how does Eshopbox handle them?

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Online sellers frequently encounter order exceptions, perhaps more often than they are willing to acknowledge. During such times, receiving timely notifications becomes the differentiating factor between a successful brand and one that continuously falls short of customer expectations. There are primarily six types of order exceptions that occur during the entire order fulfilment and delivery process. They are:

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Exception 1: Unfulfillable

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At Eshopbox, our advanced software diligently monitors and manages your inventory, ensuring seamless allocation upon order placement. In the rare event that an item necessary to fulfil the order is unavailable, it is promptly marked as "unfulfillable." There are two situations where this can happen:

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Reason 1: If the product is out of stock

Reason 2: If the product is not found at its location

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Once an order is designated as "unfulfillable," our software promptly sends an alert, notifying you of the situation and empowering you to proactively address it.

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Exception 2: On hold

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Our risk score algorithm evaluates the potential of delivery failures for each order by analyzing past delivery history, customer details, and behaviour. Based on this assessment, orders are assigned a risk level: high, medium, or low. If any order is classified as high risk, we promptly mark it as 'on hold.’ Orders can be placed on hold due to a high-risk score for two main reasons. These reasons include:

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Reason 1: If the customer address or the contact details associated with the order are inaccurate or incomplete

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In these situations, we promptly notify you, empowering you to take immediate and appropriate actions.

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Once you’re notified, Eshopbox assists in verifying and updating customer information by sending notifications via SMS, email, and WhatsApp.

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Reason 2: If the customer's behaviour is flagged as suspicious

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This scenario occurs when a customer has a recurring pattern of order cancellations. In such instances, we mark the orders as high-risk and notify you immediately.

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Once the orders are put on hold, you can either release the order or choose to cancel it by considering the customer's previous history and their responses to confirmation notifications.

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Exception 3: Failed to Ready to Ship (RTS)

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When an order is not packed and prepared for shipping on time, it is designated as 'failed to Ready-to-ship (RTS)'. There are three reasons why an order may be classified as failed to RTS:

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Reason 1: Eshopbox is unable to fetch the invoice and shipping label from the sales channel

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In this scenario, Eshopbox will send you a notification to log in to the sales channel portal and retrieve the order invoice and shipping label. Once obtained, you can easily upload them to the Eshopbox workspace. By utilizing the information you provided, Eshopbox will promptly designate the order as "ready to ship.”

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Reason 2: The pin code is not serviceable temporarily

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If the PIN code is temporarily unavailable for service, Eshopbox will promptly notify you via email. In such cases, sellers have the option to choose an alternative courier for the order and effortlessly upload the invoice and shipping label in the Eshopbox workspace. Once completed, Eshopbox will mark the order as ready to ship based on the provided details. Additionally, you can inform your customers about the delay in delivery through email, SMS, and WhatsApp.

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Reason 3: There is a product dimension discrepancy between the Eshopbox workspace and the sales channel

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This error arises when incorrect dimensions for a product are updated either on the Eshopbox workspace or the sales channel portal. In this scenario, Eshopbox sends you a notification to ensure that you update the accurate product dimensions on both the Eshopbox workspace and the sales channel portal. Depending on the reason, you can take the required action through the Eshopbox workspace.

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In the event of any of the aforementioned reasons, Eshopbox notifies you when the order is flagged as 'Failed to RTS.’

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Exception 4: Failed to Handover

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After getting the orders ready to ship, they are handed over to the shipping partner. An order can be marked as ‘failed to handover’ if:

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Reason 1: The customer cancels the order before it leaves the fulfilment centre

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If a customer cancels an order after it has been packed but before handover, the order will be marked as 'Failed to Handover.' Rest assured, Eshopbox will promptly notify you in such cases. If the order is cancelled on the sales channel, you can raise the issue via Messenger, and we will handle it as a return, restocking the items accordingly.

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Reason 2: The pickup partner denies the order pickup

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If the pickup partner refuses the pick-up for any particular reason, but the order is not cancelled, we notify you immediately. In this case, you can request a pick-up reattempt through the sales channel portal.

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In the event of any of the aforementioned reasons, Eshopbox notifies you when the order is marked as 'Failed to hand over.’

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Exception 5: Stuck in transit

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If an order remains stagnant in transit without any updates for the past 48 hours, it is classified as "stuck in transit." Multiple factors can contribute to an order getting stuck during its journey.

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• The order is misrouted and mistakenly sent to an incorrect destination.
• Natural calamities like floods, heavy rainfall, etc.
• Strike, rallies, and other political issues.
• Operational challenges.
• The order is untraceable.
• The order is lost or damaged.

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Eshopbox sends notifications and highlights such orders on the workspace for real-time tracking, helping you avoid delivery delays.

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Exception 6: Failed to deliver

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When an order cannot be delivered to the intended destination, it is classified as a failed delivery. There are several possible reasons for this order exception.

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• The customer was unavailable at the time of delivery
• The customer did not accept the order
• The customer has cancelled the order
• The customer is not ready with Cash On Delivery (COD) Payment
• The customer's address is incorrect
• The customer is not reachable

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Eshopbox promptly notifies you if any order is marked 'Failed to deliver,' enabling you to take remedial actions.

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Once you’re apprised, you can take action directly from our workspace and notify your customers via SMS, email, or WhatsApp if the order cannot be delivered for any reason.

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Customize Your Order Exception Alerts with Eshopbox

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You can pick and choose the order exception alerts you want to receive from the Eshopbox workspace.

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You can even customise the type of notifications you want to send to your customers through our portal.

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Bottom line

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Handling order exceptions is akin to managing unforeseen challenges within the intricate framework of order fulfilment and delivery. Fortunately, Eshopbox provides efficient solutions, adeptly addressing various issues such as unfulfillable orders and those facing transit delays.

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Moreover, with their real-time alerts, Eshopbox ensures you're well-prepared to address these challenges promptly and uphold a seamless shopping experience for your customers.

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Contact us today to learn more about our services!