Lesson 5: Status Codes & Exception Handling

Learn how to correctly update delivery statuses, manage exceptions, and maintain clean operational visibility.

If the status is wrong, the delivery record is wrong. Status codes control customer visibility, operational reporting, and follow-up actions.

Why This Matters

Dispatch and operations rely on accurate status updates to understand what is happening in the field. Incorrect statuses create customer confusion, failed follow-ups, billing problems, and operational blind spots.

Correct Status → Clear Visibility → Better Customer Experience → Cleaner Operations

Step 1: Open Status Codes

Navigation → Administration → Status Codes

This section controls pickup statuses, delivery statuses, and operational exception codes.

Pickup Status Codes

Step 2: Understand Status Code Types

Xcelerator separates statuses into operational categories.

Pickup Codes → pickup activity and pickup issues
Delivery Codes → completed deliveries and delivery confirmations
Exception Codes → failed deliveries, delays, refusals, or operational problems

Delivery Status Codes

Exception Status Codes

Step 3: Use the Correct Status

Always choose the status that accurately reflects what actually happened in the field.

Delivered → order successfully delivered
Attempted → driver attempted but could not complete delivery
Refused → customer rejected the delivery
Unable to Access → gate, building, or location issue prevented delivery
Cancelled → order cancelled before completion

Important:
Never select a status simply to close an order faster. Statuses must reflect real operational activity.

Step 4: Add Clear Operational Notes

Status codes alone are not enough. Notes explain what happened and support follow-up actions.

Be specific
Explain the issue clearly
Avoid vague wording
Document customer communication when relevant

Good Example:
Customer not home. Driver called twice with no answer. Front office unable to accept package.

Step 5: Handle Exceptions Properly

Exception handling is one of the most important operational responsibilities.

Do not mark undelivered orders as complete
Use the correct exception code
Notify dispatch or management if escalation is needed
Ensure follow-up responsibility is clear
Protect delivery accuracy and customer visibility

Best Practices

Prioritize accuracy over speed
Use consistent status logic across all dispatchers
Keep operational notes professional
Document customer-impacting issues clearly
Review exceptions daily

Common Mistakes

Marking deliveries complete when not delivered
Using incorrect exception codes
Skipping notes entirely
Using vague language like “issue” or “problem”
Failing to escalate operational exceptions

Do It Now: Review one recent delivery and verify that the correct status code and operational notes were used.

Success Check

You should now be able to:

Navigate to Status Codes
Understand pickup, delivery, and exception statuses
Select the correct operational status
Write clear operational notes
Handle delivery exceptions correctly
Maintain clean operational visibility

Accurate statuses create operational clarity, better customer communication, and cleaner dispatch operations.

Continue to Lesson 6 →