Tracking Incident Statuses

Monitor alerts from active deliveries in the parcelLab App.

Tracking Incident Statuses

Tracking records are flagged with statuses that can be understood as an incident during delivery.

You can save a filtered view on the Trackings page in the parcelLab App with incidents that require active monitoring.

Incident Statuses

While a package is on its way, parcelLab identifies the need for action through status flags. The incident statuses used are described in the following table.

Incident Status	Description
Invalid ID	The tracking number could not be found in the carrier's database and thus we are not able to track this shipment.
Delayed dispatch	The shipment was not dispatched in time, we measure it by "on the way", the key indicator is drawn either shipment-related via the field "send_date" or generalized via a construction like "Created on" + x hours.
Forgotten	A shipment was created and registered at the carrier (EDI transmission successful), but there was no inbound scan within the usual period of time, which means that the parcels did not arrive at the carrier. This may be because it was forgotten and not loaded, the bridge has stopped somewhere, or the label was damaged during the first transport.
Failed attempt	The carrier attempted delivery but was unsuccessful. The next action will be listed if explicitly stated by the carrier.
Delayed	We detected a delay in the delivery process. This can originate from an explicit announcement from the carrier (see below) because a parcel did not take the required route to its destination, or because there was too long between scans. In this case, we know that the recipient will receive their package a day later and recommend an automatically generated notification.
Exception	An exception is a delay that has escalated. The reason for the delay could not be resolved on the next working day.
Lead time exceeded	This is a retroactive consideration once a package has been delivered. It compares "Runtime Carrier" with the configured SLA, which can be defined by destination country and carrier.
Failed delivery	A shipment is confirmed to have not been delivered and the return has already been detected. This also recognizes shipments without an explicit return status report.

Automatic Status Resolution

Incident statuses are automatically marked as resolved and the corresponding flag is removed from the tracking record when certain criteria are met. The criteria for each incident status are described in the following table.

Incident Status	Condition for automatic resolution
Invalid ID and Forgotten	These first-mile incidents are automatically resolved once a proper inbound scan by the carrier has been detected (that is: the package has been sent).
Failed attempt , Delayed and Exception	These three in-flight carrier issues are automatically resolved once the delivery has been handed over to the recipient either through delivery or preparation for collection in a parcel shop or parcel locker, or if the delivery failed and has returned to the sender.
All incident statuses	All incident statuses are automatically resolved if they are older than 96 hours (that is: four days).

Reasons for Failed Attempts

The following table describes reasons why tracking records are categorized under Failed Attempt.

Reason	Description
AddressNotFound	The address could not be found.
DeliveryPaymentFailed	Payment on delivery failed.
Exception	The delivery is delayed due to force majeure (that is: unforeseen circumstances, such as bad weather conditions).
IdentificationFailed	The delivery required identification of the recipient but it failed.
NotFoundAtAddress	The address can be found but the recipient cannot be located at the address (for example: at an apartment building).
AddressIssue	The address cannot be resolved or found.
OperativeDisruption	A problem in operations (for example: the truck broke down).
Other	No reason could be identified.
RecipientNotMet/BusinessClosed	The address can be found but the recipient was not there.
TimeIssue	The delivery had to be interrupted because the driver exceeded their work time.

Reasons for Delayed Deliveries

The following table describes reasons why tracking records are categorized under Delayed.

Reason	Description
AddressIssue	The address is unknown, incorrect, or missing information.
Damaged	The package is damaged.
FailedContactAttempt	The carrier tried to reach the recipient without success.
Exception	The delivery is delayed due to force majeure (that is: unforeseen circumstances, such as bad weather conditions).
ItemsMissing	Not all items listed were found in the package.
LackSpace	The package could not be loaded onto the truck or the delivery was sent to the wrong depot/route.
Misrouted	The delivery was sent to the wrong depot/route.
Not Receiving Scans	The package has not been scanned by the carrier for 72 working hours.
OperativeDisruption	A problem in operations (for example: the truck broke down).
Other	No reason could be identified.

Reasons for Failed Deliveries

The following table describes reasons why tracking records are categorized under Failed Delivery.

Reason	Description
Recall	The delivery has been recalled by the sender.
NotCollected	Not collected in time from a parcel locker or parcel shop.
CustomerRefusal	The customer refused acceptance of the package.
DeliveryPayment	The customer was unable or unwilling to pay cash on delivery (COD).
Customs	Customs processing was unsuccessful.
AddressIssue	The address is unknown, incorrect, or missing information.
Damaged	The package is damaged.
Exception	The delivery could not be made due to force majeure (that is: unforeseen circumstances, such as bad weather conditions).
FailedDelivery	All available delivery attempts failed because the recipient could not be met.
Unknown	No reason could be identified.

Service Level Agreement (SLA) Defaults

The system sets a default value to the SLA when shipping from Germany. Lead times are calculated accounting for the carriers' working days and bank holidays. These default values are listed in the following table.

Delivery country	Lead time (working days)
🇦🇹 Austria	3 days
🇧🇪 Belgium	3 days
🇧🇬 Bulgaria	5 days
🇭🇷 Croatia	5 days
🇨🇾 Cyprus	6 days
🇨🇿 Czech Republic	3 days
🇩🇰 Denmark	3 days
🇪🇪 Estonia	5 days
🇫🇮 Finland	5 days
🇫🇷 France	4 days
🇩🇪 Germany	2 days
🇬🇷 Greece	5 days
🇭🇺 Hungary	5 days
🇮🇪 Ireland	5 days
🇮🇹 Italy	5 days
🇱🇻 Latvia	5 days
🇱🇹 Lithuania	5 days
🇱🇺 Luxembourg	4 days
🇲🇹 Malta	5 days
🇳🇱 Netherland	4 days
🇵🇱 Poland	3 days
🇵🇹 Portugal	5 days
🇷🇴 Romania	5 days
🇸🇰 Slovakia	4 days
🇸🇮 Slovenia	5 days
🇪🇸 Spain	5 days
🇸🇪 Sweden	4 days
🇬🇧 United Kingdom	5 days

These values can be overwritten for each account. SLAs can be defined on country- and carrier-level. This means you can specify an SLA as in the following examples:

• Deliveries to United Kingdom: 2 days with DHL Express, and 3 days with DPD.

• Deliveries to Poland: 3 days with DHL.