Exceptions are AfterShip's most valuable but underused feature. The platform detects shipping problems (held at customs, address issue, weather delay) before customers do. This SOP turns exception detection into customer-saving workflows.
Most lost packages get reported by customers 5+ days after the problem started. AfterShip flags them Day 1. Proactive communication prevents 60-80 percent of complaints.
Failed delivery attempt, customs hold, weather delay, return-to-sender, no carrier scan in 72 hours.
Customer service team gets notified the moment AfterShip detects an exception.
Customs hold: 'Your order is going through customs, expect 3-7 day delay.' Failed delivery: 'Carrier attempted delivery, please confirm address.'
Internal commitment. Slacked exceptions trigger ticket assignment.
Integration handles this. Ticket pre-populated with order, exception type, suggested response.
How many exceptions did we recover? Which exception types are hardest to recover?
If UPS Zone 8 exceptions are 3x other zones, consider re-routing.
First when detected, second when resolved or when we have an update.
Record your screen while performing the aftership exception handling. ReccordSOP turns the recording into a SOP with timestamped screenshots. When your live setup changes, drift detection flags it.
Generate this SOP free0.5-2 percent in normal periods. 3-5 percent in holiday/weather events.
Yes especially for international. Customs holds are AfterShip's biggest unique value.
AfterShip exception triggers Gorgias ticket creation. Agent gets pre-populated context.
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026