Exception Messages

Whenever Metapack receives updates from carriers to communicate issues with a shipment, Delivery Tracker displays a set of standardised exception messages to the consumer.

Note

If there are multiple parcels in an order, and a parcel falls into exception state, it is moved to the top of the Delivery Tracker page to flag it up to the consumer.

Although exception messages are triggered by individual carrier events, we have made them uniform across all carriers by mapping them to our shorter list of standardised events. These messages are fixed and translated into all of our supported languages.

When triggered, these messages are displayed within the consumer view throughout the course of a parcel's journey, e.g.

Header_Message_Cropped_Spaced.png

Each message has a headline title to flag up the main issue. This is supported by further detail below, including a call to action to help the consumer.

Note

Where the text says '<Seller>' in the above screenshot or table below, this is replaced by the actual name of the current Seller.

These messages remain on the tracking page, until either they are no longer valid or a subsequent event moves the parcel along to the next stage.

Table 1. Possible Parcel Exception Messages

Event

Headline Title

Detail/Context

ADDRESS_QUERY

Your parcel delivery has been delayed.

There is a problem with your address information which may delay your delivery. Please contact <Seller> for more information.

ATTEMPTED_DELIVERY

Your parcel delivery was unsuccessful.

Delivery was attempted but could not be completed. Please wait for tracking updates or contact <Seller> for more information.

CANCELLED

Your order has been cancelled.

Please contact <Seller> for more information.

COLLECTION_FAILED

Your parcel could not be collected from your seller.

Please contact the delivery company or <Seller> for more information.

CUSTOMER_IDENT_FAILED

Your parcel could not be collected.

There was an issue with identification. Please contact <Seller> for more information.

DELAYED

Your parcel delivery has been delayed.

Please wait for tracking updates or contact <Seller> for more information.

DELAYED_NOT_PROVIDER

DELIVERY_REFUSED

Your parcel delivery was refused.

As your parcel delivery was refused, it has been returned to <Seller>. Please contact <Seller> for more information.

DAMAGED

Your parcel has been damaged.

Your parcel has been damaged in transit and cannot be delivered. It will be returned to <Seller>. Please contact <Seller> for more information.

HELD

Your parcel delivery has been delayed.

Please wait for tracking updates or contact <Seller> for more information.

HELD_BY EXPORT_CUSTOMS

Your parcel is being held at Customs.

HELD_BY_IMPORT_CUSTOMS

Your parcel is being held at local Customs.

INCORRECT_DECLARATION

Your parcel is being held at Customs.

MISSORTED

Your parcel delivery has been delayed.

Your parcel has been delayed in transit. Please wait for tracking updates or contact <Seller> for more information.

MISROUTED

LOST

Your parcel has been lost in transit.

Your parcel is lost and will not be delivered. Please contact <Seller> for more information.

NO_ACCESS_TO_DEST_ADDRESS

Your parcel delivery has been delayed.

There is a problem with your address information which is delaying delivery. Please contact <Seller> for more information.

NOT_DELIVERED

Your parcel delivery was unsuccessful.

Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information.

PARTIAL_DELIVERY

Part of your order has been delivered.

For the remaining items, please wait for tracking updates or contact <Seller> for more information.

RECIPIENT_CARDED

Your parcel delivery could not be completed today.

The delivery was unsuccessful and the delivery company have left a card. Please follow the instructions on the card to complete your delivery.

REFUSED_BY_RECIPIENT

Your parcel delivery was refused.

As your parcel delivery was refused, it has been returned to <Seller>. Please contact <Seller> for more information.

REPACKAGED

Your parcel delivery has been delayed.

Your parcel has been delayed in transit. Please wait for tracking updates or contact <Seller> for more information.

RETURN_TO_SENDER

Your parcel delivery was unsuccessful.

Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information.

UNDELIVERABLE

Your parcel delivery was unsuccessful.

Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information.