A freight exception is a recorded difference or interruption that needs attention before the movement can be treated as normally complete. Common descriptions include an overage, shortage, visible damage or a hold. The status label should lead to a specific observation and next action, not replace them.
Carriers can use different codes and wording. Read the explanation attached to the actual shipment record rather than assuming a familiar abbreviation has exactly the same meaning everywhere.
Turn a status into a useful record
| Description | What to record | Next question |
|---|---|---|
| Over | Extra unit or quantity observed | Which reference does it belong to? |
| Short | Expected unit or quantity not observed | Was it released, split or recorded elsewhere? |
| Damaged | Specific visible condition | Who should assess and direct the next step? |
| On hold | Stated reason movement cannot proceed | What information or decision releases the hold? |
This table organises an enquiry. It does not establish fault, compensation or a claim entitlement.
Identify the measurement level
A missing pallet and missing products inside a sealed pallet are different observations. Record whether the check concerns outer handling units, cartons or product items. Our count hierarchy guide helps keep those levels separate.
For an illustrative four-pallet shipment, “Pallet C not observed at receiving” is more useful than “order incomplete.” Include the expected count, observed count and the point at which the difference was noticed.
Keep facts separate from assumptions
“Crate panel visibly broken at receiving” is an observation. “The carrier dropped it” is a conclusion that may not be established by that observation alone. Capture what is visible, relevant photographs when safe and permitted, and the people and time involved.
Do not remove identifying information from the record while trying to tidy the wording. Unit references and timestamps help the parties compare the event with earlier handoffs.
A hold needs an owner
A hold might require an address clarification, release instruction, appointment or other action identified by the provider. Record who is obtaining that information and who will confirm the next step.
A message saying “waiting” without the reason or owner makes it difficult to resolve the situation. Use a short action line: shipment reference, issue, person responsible, required information and next review time.
Keep resolution separate from closure
When the missing instruction arrives, record it. When the shipment moves or the receiving issue is resolved, record that event separately. Do not erase the original exception simply because it has been addressed.
WTM’s freight team can review a shipment question using its actual reference and records. Provide the specific observation and the action you need, while following the carrier’s current reporting process and any applicable terms for a formal claim.
