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Delivery exception management for late, failed and at-risk stops
Late, at-risk and failed deliveries, broken promises, SLA breaches, blocked work and work due today with no driver land in one queue, most severe first, each with its reason and the actions that fit it. One problem is one row, never three.
The problem
Exceptions decide what the customer remembers
Most deliveries go to plan. The ones that do not, a customer who is not home, an address that leads nowhere, a road blocked by a procession, decide whether the customer orders again. They also cost twice: the failed attempt and the second trip.
Teams usually hear about an exception from three places at once, a driver's call, a customer complaint and an end-of-day report, so the same problem gets handled twice or not at all. One queue, with each problem shown once, fixes that.
How Atlas handles exceptions
The queue is a tab in Dispatch, built from your routes, stops and tasks.
- One queue, each problem onceLate, at-risk, failed delivery, promise, SLA, blocked and unassigned exceptions come together in one list, de-duplicated by task, so one problem is one row.
- Severity and reason firstEach exception shows its severity, why it was raised, the task, route, place and driver it touches, and when it was due. Filter by kind to work through one type at a time.
- A reason for every failed stopA failed or skipped stop takes a reason: customer unavailable, address issue, refused, damaged, access blocked, out of time or other. A retry puts the stop back to pending and counts the attempt.
- Actions that fit the problemEach exception carries the actions that suit its kind, such as queuing a retry, reassigning the driver or escalating, and you apply them from the queue.
- Patterns over timeInsights shows customer promise and SLA performance over 7 or 30 days, so a problem that keeps coming back stands out.
Clear the queue
Open Exceptions
In Dispatch, open the Exceptions tab; the most severe items come first.
Read the reason
Each row says what went wrong and which task, route and driver it touches.
Pick the action
Apply the action that fits, such as a retry, a new driver or an escalation.
Record why
Give every failed stop its reason, so patterns show up later.
Review the week
Check Insights › Customers for promises and SLAs that keep slipping.
Honest limits
What exceptions do not do yet
Better to read it here than to find out on a busy morning.
- Rules, not forecastsExceptions come from written rules over your data, such as a due time that has passed. Atlas does not predict problems with a model.
- No customer messagesAtlas does not tell customers about a delay or a failed attempt; your team contacts them.
- No reschedule linksCustomers cannot pick a new time from a link yet.
Questions about delivery exceptions
Still have a question? Ask us
What counts as an exception in Atlas?
Seven kinds: late work, work at risk of being late, failed deliveries, gaps against a customer promise, SLA breaches, blocked work and work due today with no driver. Atlas builds them from your routes, stops and tasks and shows each problem once.
Why record a reason for a failed delivery?
Because the reason decides the fix. An address issue needs a better pin, a customer who was not home needs a time window, and a refused parcel goes back to the hub. Reasons also show which problems repeat.
Does Atlas tell the customer when a delivery fails?
No. Atlas records the failure and its reason; contacting the customer is up to your team for now.
Can I see only failed deliveries?
Yes. Filter the queue by kind: late, at risk, failed delivery, promise, SLA, blocked or unassigned.
More of what Atlas does. Each page names its limits.
- Route planningBuild routes with stops, put the stops in order and see distance and arrival times as estimates.
- DispatchKeep every job in one queue by status, give it a driver and a route, and act on rule-based suggestions.
- Delivery trackingFollow routes, stops and recorded positions on one live map, and see whether today is on track.
- Fleet managementDrivers and vehicles in one list, with shifts, stop limits, capacity, mileage, service due and papers.
- GeofencingMark delivery areas and restricted zones as circles, and get rule-based flags for work inside or outside them.
- Load planningCheck weight and volume against the vehicle, load the last stop first, and split a route that is over.
- Delivery costsCost, margin, fuel and CO2 for each route, worked out from rates you set and shown as estimates.
See whether Atlas fits your delivery day. Atlas is part of Anslation One.
Tell us how your routes, drivers and vehicles work today, or read how the whole product fits together.
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