# Exceptions

Exceptions is one inbox of the problems on your shipments that need attention, most severe first. Filter by status and type, open the shipment, and resolve an exception with a reason.

## What counts as an exception

An active shipment shows up in **Exceptions** when its risk of missing the appointment is **Medium** or **High**. Common causes:

- The predicted arrival is after the appointment.
- The driver doesn't have enough driving hours left to get there on time.
- A traffic incident or a weather forecast on the route.
- A long wait at pickup, longer than usual for that facility.
- No location update for more than an hour.

Shipments at **Low** risk and delivered shipments are not listed. When nothing needs attention, the page says **Nothing needs attention right now.**

## Sorted by risk

The list is sorted from the highest risk to the lowest, so the first item is always the one to look at first. Each item shows the shipment, its lane and carrier, the reasons, the risk level, the predicted arrival and the appointment.

1. Start at the top of **Exceptions**.
2. Read the reasons. They tell you what to do: call the carrier, warn the receiver, or move the appointment.
3. Open the shipment for the full timeline and tracking details.

> **TIP:** The **Overview** shows the top items under **Needs attention**, so you can triage without leaving the home screen.

## The live inbox

When **Exceptions** shows **Live data**, the list comes from tracking, which raises an exception automatically when it detects a problem:

| Type | When it opens | When it closes by itself |
| --- | --- | --- |
| **Late** | The appointment window of a stop has ended and the truck hasn't arrived. | The truck arrives, or the appointment changes. |
| **Tracking lost** | A shipment in transit hasn't sent a position for 30 minutes (2 hours while at a stop). | Positions come back. |
| **Long dwell** | The truck arrived at a stop and hasn't left for more than 2 hours. | The truck leaves. |

- Choose **Open** or **Resolved**, and a type, at the top of the list. Use **Next page** to see more.
- Each item shows the type, the severity, the shipment (click it to open the shipment), the stop, and how late or how long it was when it opened.
- Open exceptions on a shipment also show on the shipment's page, under **Exceptions**.
- The thresholds (30 minutes, 2 hours) are settings and can be different for your organization.

## Resolving an exception

1. Click **Resolve…** on the exception.
2. Choose a **Resolution**, such as **Confirmed with the carrier** or **False alarm**, and add a note if it helps your team.
3. Click **Resolve**. The exception moves to **Resolved**, with your resolution and note.

| Message | What to do |
| --- | --- |
| **Your role can view exceptions but not resolve them.** | Resolving needs a role with the resolve permission. Ask an admin. |
| **Someone already resolved this exception.** / **This exception changed while you were looking at it.** | Reload the page and check the latest state. |
| **The form expired.** | Reload the page and try again. |

> **NOTE:** A resolution you make sticks: the same problem isn't raised again for that stop. If the problem comes back later, a new episode reopens the exception. Exceptions that close by themselves show **Resolved automatically** and the reason, such as **Truck arrived**.

## Planned: working exceptions as a team

| Feature | What it does |
| --- | --- |
| Owners | Assign an exception to a person, so everyone knows who's on it. |
| Comments | Notes on the exception, shared with your team. |
| Custom resolution codes | Your own list of resolutions, for reporting. |
| SLAs | A target time to respond, with a warning when it's about to be missed. |
| Playbooks | Suggested next steps for each type of exception, such as proposing a new dock slot. |
| Alerts | Get notified when a new exception appears. See [Notifications](https://shipmentinsight.com/docs/notifications). |

> **PLANNED:** Owners, comments and playbooks arrive in Phase 2. Automated playbooks that act for you (for example, rescheduling an appointment) come later, with orchestration.