What Is Package Intercept & Rerouting in Last-Mile Delivery?

Last-mile delivery is a complex dance between shippers, drivers, retailers, and consumers. At this stage, drivers deliver packages to customers’ homes, usually one at a time.

At this stage of the delivery process, a lot can go wrong. The driver might realize the customer’s address is incorrect, or the customer might send a notice saying they don’t want the driver to deliver the package after all. Instead of letting these deliveries languish in the back of a truck, logistics and delivery companies follow package intercept and rerouting protocols to keep moving.

Let’s look at how package intercept and rerouting work in last-mile delivery and why they’re so important.

In this article:

• What Is Package Intercept and Rerouting?
• How Package Intercept and Rerouting Works
• Why Package Intercept and Rerouting Matters
• Enhancing Last-Mile Delivery With Intercept and Rerouting
• Frequently Asked Questions

What Is Package Intercept and Rerouting?

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Package intercept and rerouting is an option that allows either the customer or the shipping company to change a package’s delivery address. This can only happen after the company dispatches the package, but before the driver delivers it.

It might sound complicated, but package rerouting happens all the time. There are a few common reasons, such as:

• The recipient realizes they won’t be at that address for delivery
• An error in the original delivery address
• The recipient unexpectedly changed their location.

Package intercept and rerouting allow logistics providers to change course and deliver packages to the correct address. Instead of blindly delivering packages, this process considers real-time customer and driver feedback, ultimately leading to a better customer experience. It also reduces the number of stolen or lost packages, which is a win for delivery companies.

Handle package intercept and rerouting issues with ease with Wise Systems. Request a demo today to learn how!

How Package Intercept and Rerouting Works

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Package intercept and rerouting follow this process:

1. Request submission: The customer or sender asks the delivery company to change the delivery address. This is usually done through an online portal or by contacting the delivery company’s customer service team.
2. Approval: The shipping company makes sure the request is legitimate. They check internally to see where the package is and whether it’s possible to reroute it.
3. Intercept: If the package hasn’t been delivered yet, the logistics provider intercepts it. This step usually happens at a sorting facility or while the package is in transit.
4. Rerouting: The delivery provider routes the package to the new address, which usually requires printing a new label and updating instructions in the logistics system.
5. Delivery: The shipper updates the tracking information with the new destination, and the system automatically updates customers about the change.

Discover how the Wise Systems delivery automation platform can streamline your package intercept and rerouting processes. Book a demo today!

Why Package Intercept and Rerouting Matters

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Every shipping company needs a workflow for package intercept and rerouting. Whether on the retailer or customer side, someone will probably need to reroute a package at some point. Embracing intercept and rerouting into your current workflows has many benefits.

Flexibility

Life is unpredictable. Package intercept allows customers and companies to adjust their delivery plans. Some customers might accidentally enter the wrong street address when they order something, while others might route a package to their old address in another state.

Instead of treating reroutes as an irritation, it’s best to accept them as an inevitable part of the delivery process. By offering customers greater flexibility, you’ll reduce complaints and attract more business from satisfied retailers.

Reduced Package Theft

With package theft rates at an all-time high, it’s important to give shoppers the ability to receive packages securely. According to ContainerDasher, 44% of Americans have experienced package theft, and 17% have had a package stolen within the past three months.

In total, package theft cost Americans $13.4 billion in 2023. Capital One estimates that about 119 million packages were stolen in 2023, which equals about one in 180 package deliveries. If a customer realizes they won’t be home to receive a delivery or there’s been a rise in theft in their neighborhood, they can reroute it to their workplace or a secure location.

Customer Satisfaction

Customers want to know that they can easily update their delivery details if something changes. In cases where the delivery address was entered incorrectly, intercepting and rerouting can quickly resolve the issue without significant delays. Rerouting packages to a location where the customer is available increases the likelihood of successful first-time deliveries.

This simple feature reduces customer anxiety about missed deliveries and incorrect addresses. Businesses can offer intercept and rerouting services as a value-added feature, differentiating themselves from competitors.

Cost Savings

Every failed delivery is a waste of time and money, both for you and the retailers who use your services. Each redelivery attempt incurs additional fuel, labor, and vehicle maintenance costs.

Packages that cannot be delivered on the first attempt often need to be returned to the sender, which incurs additional handling and shipping costs. In some cases, failed deliveries might require temporary storage in warehouses or distribution centers, which adds to operational costs.

Intercepting and rerouting packages before delivery helps you avoid the extra expense of incorrect deliveries. Plus, rerouting packages to secure locations can help reduce the risk of theft or damage, decreasing the number of compensation claims and associated costs for lost or damaged items.

Enhancing Last-Mile Delivery With Intercept and Rerouting

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— Wise Systems (@goWiseSystems) March 28, 2023

A lot happens during last-mile delivery. While it’s important to consider route efficiency and logistics, the customer experience is always paramount. Package intercept and rerouting help both customers and retailers avoid the hassle and added costs of failed deliveries. Add intercept and rerouting options to your delivery processes to provide the agile, modern service shoppers expect.

Intercept and rerouting are just some of the many puzzle pieces you have to put together for last-mile delivery. The Wise Systems delivery automation platform offers state-of-the-art dispatch and routing solutions to make your fleet more efficient, no matter where they are.

In addition, Wise Systems offers tools for driver and customer communication, ensuring that all parties have the most up-to-date information. Chat with us today to see how our suite of powerful tools can simplify your entire fleet, from processing to delivery to rerouting.

Frequently Asked Questions

How long does the intercept and rerouting process take?

It depends on the package’s current location, the new destination, and how quickly the shipper can process the request. Based on these factors, package intercept and rerouting can take anywhere from a few hours to several days.

Is there an additional cost for using the intercept and rerouting service?

Yes, most shipping companies charge an additional fee for intercepting and rerouting a package. The cost varies based on the shipping provider and the distance from the new delivery address to the original one.

Can all packages be intercepted and rerouted?

Not all packages are eligible for intercept and rerouting. This includes delivered packages, international shipments, or high-value items. Every shipper has different intercept and rerouting policies, so check your provider’s policies for more details.