If an order cannot be delivered to the desired destination due to any reason, it is considered a 'Failed delivery' in Eshopbox. You need to take action on orders with failed delivery status within 24 hours. This article will help you track and resolve failed deliveries.

In this article, you will learn:

  • Meaning of failed delivery

  • Reasons for failed delivery

  • How to track orders with 'Failed delivery' status?

  • Handling orders with 'Failed delivery' status

What is a failed delivery?

A failed delivery occurs when the courier partner attempts to deliver an order to the customer, but the delivery is unsuccessful. After the first unsuccessful attempt, the courier partner will make a maximum of two more attempts to deliver the order.

Failed delivery could occur due to any of the following reasons:

  • Customer is unavailable at the time of delivery

  • Customer did not accept the order

  • Customer has cancelled the order

  • Customer is not ready with Cash On Delivery (COD) Payment

  • Customer address is incorrect

  • Customer is not reachable

  • Customer rescheduled the delivery for some other time

  • Customer wants open delivery

  • Customer want to self collect

  • Customer address is out of the delivery area (ODA)

  • Customer seized the shipment

  • Shipment was lost or damaged in transit by the courier partner

  • Courier partner did not attempt to deliver the order

You can schedule the Non-Delivery Reports (NDR) from the Eshopbox workspace. This report states possible reasons why the courier partner could not deliver orders to the customer despite making multiple attempts. You need to take action on failed deliveries within 24 hours of the first failed attempt, or else the shipment could be marked as Return To Origin (RTO).

Note: If any action taken by you on failed deliveries is after 24 hours, Eshopbox does not guarantee to fulfil the order.

Tracking failed deliveries

You can track all orders with the 'Failed delivery' status in Eshopbox by following the below steps:

  • From the sidebar of the Eshopbox workspace, navigate to Orders

  • Click on the 'Sales Channel' filter and select the website for which orders are being fulfilled. Click on 'Apply'

  • Click on 'Need Attention' and select 'Add filter'

  • From the field dropdown, select 'All failed delivery orders'

  • Now, you will be able to see all the orders for which delivery has failed.

  • Click on “Activities” to see the reason for the failed delivery.

Handling failed deliveries

You can perform the following actions on orders that have failed to deliver:

  • Request courier partner to re-attempt delivery

  • Edit delivery details like delivery address, customer phone number, and more

  • Report courier mentioned reason for failed delivery as false

  • Cancel the delivery

Follow the below steps to perform any of the above-mentioned actions for an order that has failed to deliver:

  • Click on the order that you wish to track and then click on 'Take Action'

  • Here, you will find the next course of action which can be given for failed delivery.

  • You can either reattempt the delivery or initiate RTO (Return To Origin) by clicking on the desired action.

  • You will now be redirected to the customer portal wherein you can take action on the customer's behalf based on the reason for the failed delivery.

Case I: Your chosen resolution is to reattempt the delivery

In this case, the courier partner will make another attempt to deliver the order to the customer. Follow the below steps to reattempt delivery:

  • On the customer portal, click on 'I would like to request another delivery attempt'

Once you have submitted the request to reattempt delivery, the courier partner will make another attempt to deliver the order.

Case II: Your chosen resolution is to edit delivery details

In this case, the courier partner will make another attempt to deliver the order based on the updated delivery details. You can edit the phone number and address, add a landmark, or provide special delivery instructions so that the courier partner can locate you easily. Follow the below steps to edit delivery details:

  • On the customer portal, click on 'I would like to request another delivery attempt'

  • A dropdown displaying the customer’s current details appears.

  • Enter the updated details

  • Click on 'Confirm'

Once you have submitted the request to change the delivery details, the courier partner will make one more attempt to deliver the order.

Note: You can not modify the city, state, or pin code of the address.

Case III: Your chosen resolution is to report the courier mentioned reason as false

In this case, the courier partner will make one more attempt to deliver the order to the customer. Follow the below steps to report the courier-mentioned reason as false:

  • On the customer portal, click on 'I would like to request another delivery attempt as I disagree with the courier mentioned reason for failed delivery'

  • Confirm the customer details.

Once you submitted the request, the courier partner will make another attempt to deliver the order.

Case IV: Your chosen resolution is to cancel the delivery

In this case, the courier will return your order to the original pickup location. Follow the below steps to cancel the delivery:

  • On the customer portal, click on 'I would like to cancel my order’

  • Click on 'Confirm', this means ****all items in the order will be cancelled.

Once your request to cancel the order has been submitted, the courier partner will return your order to the original pickup location. Learn more about Return To Origin (RTO) orders.

FAQs

How many attempts will be made by the courier company to deliver my order?

We provide a maximum of three attempts to deliver your order before the order is marked as RTO (Return To Origin).

How long does it take for an action to be implemented on my undelivered shipment?

The courier partner usually takes action within 24 hours on your undelivered shipment.

When can I change the delivery date for my order?

You can only change the delivery date of your shipment if it is undelivered.

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