Delivery exceptions
7 open · carrier feeds sync every 15 min · customers always hear from us before the carrier's letter
| Order / parcel | Exception | Customer state | Age | Resolve with |
|---|---|---|---|---|
APX-2026-08101 StarTrack STX-88101-VIC |
Missed delivery ×1 — no signature, no safe-drop auth | chose re-delivery Mon 15 Sep in their tracking page ✓ | handled | |
APX-2026-08096 AusPost AP-8096 |
Address incomplete — "12/88 Gertrude St" vs "88 Gertrude St" | SMS sent 2:20pm asking for unit number — no reply yet | 6h | |
APX-2026-07888 locker 212 Smith St · door 7 |
Locker expiry — 72h window passed uncollected | auto refund scheduled on return scan · customer emailed twice | 2d | |
APX-2026-08022 StarTrack · box crushed scan photo |
Damaged in transit — Bose box, customer photographed | partial refund issued for leak item; reship chosen for headphones | reshipped | |
APX-2026-08114 StarTrack · Torquay run |
Weather hold — coastal fog, run cancelled | proactive email sent · new ETA Sat 13 Sep | handled | |
APX-2026-08077 AusPost · signature refused |
Refused at door — recipient says "not my order" | gift order to Mum's address — likely wrong recipient name on label | 26h | |
APX-2026-08120 StarTrack · cage item |
Damaged in transit — Zenbox? no: Zenbook screen crack reported | high value · replacement pre-authorised, courier collecting faulty | today |
Exception rates — 30 days
- Missed delivery
- 1.4% (metro) · down from 2.2% after SMS windows
- Address fixes
- 0.8% · AusPost address validation at checkout catches most
- Locker expiry
- 2.1% · 72h + one extension offered automatically
- Transit damage
- 0.3% · StarTrack claim win-rate 92%
House rule
We message first, carrier second — a StarTrack card in the letterbox should never be the first thing a customer hears
Every exception gets a customer-visible state within 30 min of the carrier scan
Carrier-caused = we eat the cost, never the customer (re-ship, refund or credit — their choice)