Delay in the day-to-day: Sortation Delay Survival Guide

If you receive a message saying “We’re sorry, this package has experienced a sortation delay,” this is a generalized UPS alert which can be sent as a result of technical issues in the sorting facility or even if there is a large number of packages in the facility to be sorted and the estimated delivery gets delayed. Occasionally there are other issues during sortation at a UPS facility, such as items being placed on the wrong vehicle, and those will cause delays in the delivery of a shipment. Typically, there will not be specific details on the tracking website regarding what is causing delays, and it is commonly difficult to get specific information when calling customer service as well, usually because a generalized sortation delay has been triggered, and that is all the information that is provided. Delays are highly frustrating, particularly if the shipment is time-sensitive, but these delays can sometimes be prevented.

There are a few other reasons delays occur in the shipping process. Among those reasons are:

• The shipment has been picked up but has not been scanned.
• The shipment has not been picked up.
• There are shipping network backups due to high package volume.
• Inclement weather can cause shipment delays.
• Other miscellaneous delays, such as equipment or software malfunction.

Much of the time, UPS updates are entirely contingent on regular scans throughout the shipping process. Every time the shipment changes hands and is transferred to a new facility or vehicle, the worker in charge of the shipment is supposed to scan it in order to provide tracking updates. At times, shipments are not scanned when they should be and therefore there are no tracking updates; this is usually resolved when the shipment makes its next stop on its journey and is scanned at that time. In the case of regular scans where a package has been placed on the wrong vehicle, the problem is easily found and the delay can be addressed by rerouting to the correct location for delivery. More timely delays occur in situations of high package volume and inclement weather, and it is during these types of delays that we highly advise reaching out to UPS customer service to get more information about why your shipment is delayed. Although customer service may not know the exact location or updated estimated delivery date of your shipment, they will be able to tell you the route your package has traveled and what might be going on to cause the delay. Though this does not provide much more than peace of mind, contacting customer service will at least provide you with answers as to why delivery may have become disrupted.

Before undergoing any shipments, it is important to make sure the right automation equipment is in place. When you understand the volume of the product you will be sorting, you will have a better understanding of the type of conveyor system it will take to sort that type of shipment. It is also important, as we have noted in other posts, to have a plan outlining how to minimize downtime and maximize productivity. For more information about planning for large volumes of product output, reference our post about implementation plans. In addition to having the correct equipment and a plan to use that equipment most effectively, it is important to have an inventory of spare parts for equipment maintenance and repairs during production and be sure there is a team on standby at all times in case maintenance or software needs arise.