Failed deliveries
Act on failed delivery attempts (NDR) before the courier sends the parcel back.
Overview
A failed delivery (NDR) is a courier's report that it could not deliver a parcel. O2M lists each one so you can ask for another attempt or have the parcel returned before the courier decides for you.
Why use it
- Save sales that would otherwise come back as RTO.
- Give the courier a new date, phone number or address.
- Keep every failed attempt in one list, whatever the courier.
What a failed delivery is
When a courier cannot deliver a parcel (the customer was out, the phone was off, the address was incomplete), it reports a failed delivery, often called an NDR. After a few failed attempts the courier sends the parcel back to you at your cost. Acting quickly saves the sale.
Attempt fails
courier reports it
You act
reattempt or return
Settled
delivered or coming back
- Parcels booked through Shiprocket appear here by themselves, and your choice is sent to Shiprocket.
- For any other courier, click Log failed delivery when the courier tells you, and make the same request on the courier's own panel.
The list
Each case shows its number, the order and customer, the delivery address, the AWB and courier, the reason, how many attempts have failed, when the last one was, and its status. Needs action lists only cases no one has acted on yet; All open also shows cases waiting for the courier. Another failed attempt reopens the case and adds to its attempts.
Ask for another attempt
- 1Click Reattempt on the case.
- 2Choose the day to deliver, and add the customer's phone number or a corrected address line if they help.
- 3Click Ask for reattempt. The status becomes Reattempt asked, with what was sent to the courier.
Return it or close it
- Return to me: the courier sends the parcel back. It is listed under Coming back in Returns QC and under Returns & cancellations → RTO until you receive it.
- Close: the delivery was sorted out another way, for example the customer collected it.
A case also closes by itself when the order is delivered, returned, lost or cancelled.
Log a failed delivery by hand
Click Log failed delivery, scan or type the AWB or order number, add the reason and click Log. Only shipped orders that are not delivered yet can have a failed delivery.