How to Handle Failed Deliveries
Details actionable intervention steps when a courier reports a non-delivery attempt due to customer unavailability, incorrect phone, or wrong address.
Before You Begin
- Review the courier Non-Delivery Report (NDR) or exception status.
- Check the order address and phone number recorded in the Admin Panel.
Step-by-Step Instructions
Step 1: Identify the Non-Delivery Reason
Check courier notes to see whether the customer was unavailable, the phone was unreachable, or the premise was closed.
Step 2: Contact the Customer Promptly
Call or message the customer to confirm availability, obtain landmark details, or schedule an alternate delivery time.
Step 3: Request a Re-attempt with Carrier
Submit a re-delivery instruction through your courier portal with the confirmed customer instructions.
Step 4: Record Updates in Order Notes
Add internal order notes documenting the customer conversation and requested re-attempt date.
What You Should See
- Successful delivery re-attempts achieved before shipments trigger automatic return workflows.
Common Problems & Troubleshooting
Problem: Customer Does Not Respond to Outreach Calls
Solution: Send a follow-up email and message specifying the deadline before the courier automatically initiates return to origin.