Give delivery exceptions an active owner
How we help
A failed-attempt status is easy to overlook in a tracking feed. Without follow-up, an address question or missed call can become a returned parcel, while customer service, dispatch and the warehouse each hold only part of the story.
BrownBag reviews delivery exceptions, follows up with customers and couriers, and tracks the agreed recovery action. We distinguish a reattempt request from a confirmed outcome and prepare a clear handover when a shipment is returning. Your team sees which orders remain recoverable and what caused the unresolved cases.
Discuss this service →The work, step by step
How the work is handled
Build the exception queue
Bring failed attempts and stalled shipments into a review list with order and consignment references. Group cases by reason and available next action, using the courier information and your customer-contact rules.
Coordinate the recovery attempt
Clarify the issue with the customer, pass corrected information through the agreed courier route and request a reattempt where available. Record contact outcomes and courier responses so the request can be followed to its result.
Close delivery or manage the return
Update the case when delivery or return movement is confirmed. For RTO parcels, share the order reference and reason with returns administration and the warehouse, then review repeated causes across the exception queue.
Clear handover
What you receive
- Failed-delivery and stalled-shipment queue
- Customer and courier follow-up history
- Reattempt requests with tracked outcomes
- RTO reason report and return handover
Start the conversation
Prepare your brief
These details help us scope the work:
- Courier tracking access or status files
- Customer contact and reattempt policies
- Returns handoff and escalation contacts
Your questions, answered
Can you follow up with our existing couriers?
Yes. We use the account contacts and supported escalation routes available for your providers. Clear consignment references and access to current status information help make each follow-up actionable.
Does this include physically inspecting returned goods?
This service manages delivery recovery and the return handover. Warehouse receipt, inspection and restocking are handled through the separate returns inspection service, with the order references carried across.