Delivery exceptions

An exception is a grouped shipment status. It is not a claim and it is not a ticket until you create one.

Check the parcel first

1. Open the shipment list
   Find the order in Parcel shipments.
2. Confirm the identifiers
   Check the order number and track-and-trace value.
3. Read the latest status
   Confirm that the row is still in the exceptions group and note the date.
4. Check for a return
   If the parcel is coming back, open Parcel returns.
5. Choose the next action
   Use a ticket for investigation, or a claim for damage, shortage or loss.

Ticket or claim

• Use a parcel ticket when you need Arrowline to investigate a delay, missing update or unclear exception.
• Use a parcel claim when the incident is damage, shortage or loss and you need a formal case.
• Do not open both for the same incident unless Support asks you to.