Logistics: shipping exceptions, carrier actions and claims
For shipping clerks, operations coordinators and office staff who send parcels for the business and own what happens when a shipment goes wrong. Prerequisite: 'Order tracking, delivery problems and lost parcels' (the customer service side). This course covers the shipper's side: triaging a daily exception report, choosing a carrier action such as an intercept, a missing mail search or handling a return to sender, working out claim filing windows, assembling claim evidence, and keeping customer service informed. Examples use US carriers' published rules (USPS and FedEx) as they stood when the course was written; carriers change their rules and fees, so always check the current page and your own carrier contract.
- Level
- Beginner
- Length
- About 100 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Triage a daily shipment exception report: identify each shipment's latest meaningful tracking event, classify the exception and set an owner and next action
- Choose a carrier action for a shipment exception, such as an intercept, a missing mail search or handling a return to sender, within the carrier's stated rules
- Calculate carrier claim filing windows from the shipment date using the carrier's published rules
- Assemble the evidence a carrier claim needs and protect it until the claim is resolved
- Record a shipment exception and update customer service with what is known, what isn't and when the next update is due
Course outline
- 1.Triage a daily shipment exception reportLesson · 18 min
- 2.Choose a carrier action for a shipment exceptionLesson · 18 min
- 3.Calculate carrier claim filing windows from the shipment dateLesson · 15 min
- 4.Assemble the evidence a carrier claim needs and protect itLesson · 15 min
- 5.Record a shipment exception and update customer serviceLesson · 12 min
- 6.Logistics: shipping exceptions, carrier actions and claims: knowledge checkKnowledge check · 14 questions
- 7.Logistics: shipping exceptions, carrier actions and claims: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- USPS: Domestic claims (filing an indemnity claim; evidence; decisions and appeals)
- USPS Domestic Mail Manual 609: Filing Indemnity Claims for Loss or Damage
- USPS Domestic Mail Manual 507: Mailer Services (undeliverable-as-addressed mail and endorsements)
- USPS: Missing Mail (search requests)
- USPS: Package Intercept
- FedEx: File a claim (US parcel and air freight claims)
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