# Tracking Incident Statuses ## Tracking Incident Statuses Tracking records are flagged with statuses that can be understood as an incident during delivery. {% hint style="success" %} You can save a filtered view on the Trackings page in the space.vars.Product\_pLApp with incidents that require active monitoring. {% endhint %} ### 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](#reasons-for-failed-attempts) | The carrier attempted delivery but was unsuccessful. The next action will be listed if explicitly stated by the carrier. | | [Delayed](#reasons-for-delayed-deliveries) | 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](#service-level-agreement-sla-defaults), which can be defined by destination country and carrier. | | [Failed delivery](#reasons-for-failed-deliveries) | 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.parcellab.com/docs/engage/customer-service/watchlist.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.