Exceptions highlight orders that need attention before they become a problem for customers. Ops Manager checks for exceptions automatically across all your connected accounts and surfaces them in the Overview dashboard so you can act without digging through individual locations.
Exception types
There are four exception types. An order can match more than one at the same time.
| Exception | Trigger condition | Severity |
|---|---|---|
| Aged Unshipped | Order is still unshipped and the order date is 2+ days old | Low / Medium / High (scales with count) |
| Transit Delay | Order has shipped but is still in transit 5+ days after the shipped date | Medium |
| Address Issues | Address validation result is Invalid or Failed | High |
| Manifest Delay | Label printed but manifest not sent, and the printed date is 1+ day old | Medium |
Aged Unshipped
No label has been printed and no shipment has been created within the expected window. Severity scales with volume — a high count typically signals a fulfilment bottleneck or an account that has fallen behind.
Transit Delay
This can indicate a carrier delay, a lost parcel, or a tracking event that has not updated.
Address Issues
Shipping to an unvalidated address risks failed delivery, returned parcels, or carrier surcharges.
Manifest Delay
This usually means an order is sitting in a pick-up queue that was not closed off at end of day.
How severity works
Severity is set at the exception type level, not per individual order. Use it to guide prioritisation: Address Issues are always high priority; Aged Unshipped severity scales with volume; Transit Delay and Manifest Delay are always medium.
Acting on an exception
The Exceptions tab shows a summary row for each active exception type. To investigate:
- Go to Overview and open the Exceptions tab.
- Find the exception type you want to investigate.
- Click the external-link icon on that row. This opens the Orders page in a new tab with filters already applied: the exception type, the relevant location or brand, and the selected time period.
- In the Orders list, review the affected orders.
- Click any order row to open the detail view.
From the order detail view you can inspect:
- Address validation state
- Printed and shipped timestamps
- Carrier and tracking information
- Activity log and events timeline
There is no separate exception detail page. The order detail view surfaces the data that triggered the exception — address validation fields, manifest flags, printed and shipped dates, and tracking events — so everything you need to investigate is in one place.
Checking exceptions proactively
Check the Exceptions tab each time you sign in to Ops Manager, especially if you manage accounts with high order volume. The tab updates as data loads from each connected account, so a brief "checking for exceptions" state when the dashboard first opens is normal.
When no exceptions are present, the tab shows a clear confirmation. You do not need to click further to verify.
One order can match multiple exception types at the same time. For example, an order that is both unshipped after two days and has an invalid address will appear under both Aged Unshipped and Address Issues. Each exception type is counted and displayed independently.