What is a shipment exception?

A status the carrier sets when something stops normal delivery: a wrong or incomplete address, nobody home to sign, weather, or a package heading back to the sender.

Does an exception mean the package is lost?

No. Most exceptions clear once the address is confirmed or the carrier tries again. It needs a decision when the package is on its way back to you.

What if the package was returned to us?

Tell the customer what you will do, such as reship or refund, once your team has decided.

Shipment exception reply template

A carrier problem, explained in plain words.

Pass on what the carrier reported, confirm the address, and let your team take the next step.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A shipment exception means the carrier hit a problem delivering the package, such as an address it cannot find, a missed delivery or a return to sender. Tell the customer what the carrier reported, confirm their address, and say your team is on it.

The templates

Fills in from Shopify, with a fallback

ChatCarrier problem

order.tracking.carrier has reported a problem delivering order.name: order.tracking.status. Our team is checking it with them. Could you confirm the delivery address is order.shipping_address?

Internal noteBefore you reply

Exception on order.name: order.tracking.status. order.tracking.carrier order.tracking.number. Address on the order: order.shipping_address. Check with the carrier, then redirect, reship or refund.

When to send this

They ask about the packageYour order status or missing package topic is detected.

The carrier flagged itShipment status is exception.

A person picks it upAdd a tag and assign the conversation in the same scenario.

Example conversation

Customer

My tracking says there is an exception. What does that mean?

Aide

UPS has reported a problem delivering #1042: address could not be located. Our team is checking it with them. Could you confirm the delivery address is 12 Elgin St, Ottawa?

✓Carrier exception read from UPS · Order #1042

Frequently asked questions

: A status the carrier sets when something stops normal delivery: a wrong or incomplete address, nobody home to sign, weather, or a package heading back to the sender.
: No. Most exceptions clear once the address is confirmed or the carrier tries again. It needs a decision when the package is on its way back to you.
: Tell the customer what you will do, such as reship or refund, once your team has decided.

Lost in transitTracking has not moved for weeks.Email · Chat · Internal note Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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