If an order cannot be delivered to the desired destination, it is considered a Failed delivery in Eshopbox. You can handle orders that failed to deliver by taking failed delivery action for individual orders as well as in bulk using CSV.

Note: Eshopbox suggests you take action on the failed delivery orders within 24 hours.

In this article, you will learn about

• What are Failed to deliver orders?
• How to track failed to deliver orders?
• How to handle orders failed to deliver individually and in bulk?

Understanding orders failed to deliver

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

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

• The customer is unavailable at the time of delivery
• The customer did not accept the order
• The customer has cancelled the order
• The customer is not ready with Cash On Delivery (COD) Payment
• The customer's address is incorrect
• The customer is not reachable
• The customer rescheduled the delivery for some other time
• The customer wants open delivery
• The customer want to self collect
• The customer's address is out of the delivery area (ODA)
• The customer seized the shipment
• Shipment was lost or damaged in transit
• Not attempt to deliver the order

You can schedule the Non-Delivery Reports (NDR) from the Eshopbox workspace. This report outlines possible reasons why Eshopbox was unable to deliver orders to the customer, despite making multiple attempts.

Eshopbox recommends taking action on failed deliveries within 24 hours of the first failed attempt; otherwise, the shipment may be marked as Return To Origin (RTO).

Note: 80% of the failed orders are successfully delivered if action is taken within 12 hours.

Steps to handle failed delivery orders individually from the Eshopbox Workspace

You can also filter the failed delivery orders based on the failed delivery reason. Also, to view the failed delivery remark, you can hover over the failed delivery status.

You need to follow the below-given steps to handle failed delivery orders individually:

• Step 1: Log in to the Eshopbox workspace.
• Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.
• Step 3: From the top pane, click on In transit > Failed to deliver.
  

Note: You can also apply filter for failed delivery reason in case you want to take action reason wise.

• Step 4: Select the order, click on Take Action, and then choose Re-attempt from the dropdown.
  

• Step 5: Re-attempt page opens, with three actions Re-attempt delivery, Report fake attempt, and Request RTO

  1. Re-attempt Delivery – You can re-attempt the delivery by updating the buyer’s complete address, including an alternate mobile number, selecting a re-attempt date, and uploading proof of communication (optional).
  2. Report Fake Attempt – You can report a delivery attempt as fake by providing the buyer’s communication details, updating the buyer’s complete address, including an alternate mobile number, selecting a re-attempt date, and uploading proof of communication (optional). In such cases, Eshopbox will make one additional attempt to deliver the order to the customer.
  3. Request RTO - You can request RTO by entering the reason for RTO and Uploading supporting proof (optional).
     

• Steps to Re-attempt Delivery

  1. Select Re-attempt delivery.

  2. Update the buyer’s delivery address if required by clicking Edit address.
     

     
     
     

  3. You can update: First name, Last name, Address and Landmark (optional)
     

     
     
     

  4. Add an alternate mobile number (optional).
     

     
     
     

  5. Select the re-attempt delivery date from the available options.
     

     
     
     

  6. Upload proof of communication (optional), such as: screenshot and call recording
     

     
     
     

  7. Click Update & Re-attempt delivery.

  Steps to Report Fake Attempt

  1. Select Report fake attempt.

  2. Enter buyer communication details.
     

     
     
     

  3. Select how you communicated with the buyer: WhatsApp, Phone call, Other, or I didn’t contact the buyer

  4. Add the buyer’s response or remarks about the failed delivery attempt.

  5. Update the delivery address if needed by clicking Edit address.
     

     
     
     
     
     
     

  6. Add an alternate mobile number (optional).
     

     
     
     

  7. Select the re-attempt delivery date.
     

     
     
     

  8. Upload proof of communication (optional).
     

     
     
     

  9. Click Report fake attempt.

  Steps to Request RTO

  1. Select Request RTO.

  2. Enter the reason for the RTO request.
     

     
     
     

  3. Upload supporting proof (optional).
     

     
     
     

  4. Click Request RTO.

  
  

Steps to handle failed delivery orders individually for customers through the customer portal.

Whenever a delivery fails, the customer receives a notification via WhatsApp, email, and phone number. Customers can directly click on the link provided and take action through the customer portal.

Note: Customers can also take action directly from the WhatsApp notification.

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 can also view the order that failed to deliver on the customer portal and take action on behalf of your customer as shown below:
  
  
  
  

Case I: You want Eshopbox to reattempt the delivery

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

• On the customer portal, click I would like to request another delivery attempt.
• You can also edit the phone number and address, add a landmark, or provide special delivery instructions.
• By clicking the confirm button, you can request a reattempt for the failed delivery order at the updated address.
  
  
  
  

• Once you have submitted the request to reattempt delivery, another attempt will be made to deliver an order.

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

Case II: You want Eshopbox to attempt delivery on a specific date

In this case, Eshopbox will make another attempt to deliver the order to the customer on the new delivery date.

Follow the below steps to reattempt delivery:

• On the customer portal, click I would like to choose a new delivery date.
• Choose the new delivery date to reattempt the delivery for the failed order.
  
  
  
  

• On clicking the Continue button, a delivery details pop-up will appear. Update the delivery address if needed, and then click on Confirm.
  

  
  
  
  
  

Case III: You want to cancel an order

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

• On the customer portal, click I would like to cancel my order.
• Click on Continue.
• Once your request to cancel the order has been submitted, Eshopbox will return the order to the original pickup location.
  
  
  
  

Case IV: Report delivery remarks for orders that failed to deliver as false.

In this case, Eshopbox 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's mentioned reason for the failed delivery.
• You can enter the actual reason for failed delivery in the text box.
  
  
  
  

• On clicking the Continue button, a delivery details pop-up will appear. Update the delivery address if needed, and then click on Confirm.
  
  
  
  

Note: By following the steps below in the Eshopbox workspace, you can also navigate to the customer portal.

• Step 1: Log in to the Eshopbox workspace.
• Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.
• Step 3: From the top pane, click on In transit > Failed to deliver.
• Step 4: From the Failed delivery action status filter, select the relevant option and click on Apply filter.
• Step 5: Click on the order you wish to track and then click Take Action.

Handling failed delivery orders in bulk

You can manage failed delivery orders in bulk using the failed delivery CSV order templates. You can take the following actions for failed delivery orders:

• Reattempt failed delivery
• Initiate return to origin for failed delivery
• Update pickup hub address for failed delivery

Steps to handle failed delivery orders in bulk

You need to follow the below-given steps to handle failed delivery orders in bulk:

Step 1: Log in to the Eshopbox workspace.

Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.

Step 3: From the top right click on Import

Step 4: A new page will open. Select manage failed delivery

Step 5: Select the action for failed delivery orders:

• Reattempt failed delivery
• Initiate return to origin(RTO)
  
  
  
  

Step 6: Download the template and add the details of the order and save it as a CSV file. Learn about Preparing CSV to manage failed delivery

Step 7: Upload the CSV and click Submit.

After you've uploaded the CSV, an import status report is generated. You can identify the import status, including errors (if any) from this report.

Step 8: From the header, navigate to the top right corner and select Files > Imports to download the report.

The following can be the status of the import.

• Completed: This status tells you that the action on the tracking id is successful.
• Failed: This status tells you that you still need to take action on the order due to missing/incorrect details in the CSV. Download the import status report to identify the reasons for failure. Learn how to troubleshoot failed delivery order errors.

FAQs

Q1. How many attempts will Eshopbox make to deliver my order?

Eshopbox makes three attempts to deliver an order to the customer. However, there can be certain instances where the attempts made for delivery can be less than three.

These cases can be:

• The customer refused the delivery by OTP-verified cancellation.
• The delivery address is marked as ODA (Out of delivery area).
• The customer wanted an open-box delivery.
• The order needs to be self-collected by the customer.
• The customer seized the shipment.

Q2. What will happen if I make a reattempt request after my 3 delivery attempts are exhausted?

The reattempt request won't be considered if three genuine delivery attempts have been made and none of the attempts were reported as fake. The order after these three attempts will be marked as RTO by the courier.

If the customer feels like any of the attempts made were false, then they can report this as a fake delivery attempt.

You can also report this from your Eshopbox workspace along with the necessary evidence so that we can nullify the attempt and get the shipment delivered. Learn here how to report a fake delivery attempt.

Q3. What happens when the customer has not received a call from the delivery agent but the order is marked as ‘customer unreachable’?

In case of a failed delivery attempt, customers receive a notification via SMS, email, or WhatsApp along with the reason for the failed delivery and can select the next course of action. The customer has the following options:

• Request a reattempt delivery
• Reschedule the delivery
• Report the attempt as fake

If the customer reports the delivery attempt as fake, we notify the courier to

• Automatically schedule a new delivery attempt
• Remove the false attempt from our records

Additionally, you can also raise a dispute for a false delivery attempt via a ticket to Eshopbox. Learn here how to report a false delivery attempt.

Q4. How long does it take for an action to be implemented on my undelivered shipment?

Eshopbox usually requires 24-48 hours from the time the action is taken to attempt to re-deliver the shipment.

Q5. How long does it take for an action to be implemented on my failed delivery orders?

The turnaround time (TAT) for the courier to initiate the process for a failed delivery order is 24 hours after you or the customer has requested a reattempt.

It's important to be aware that the time taken to resolve the issue may vary due to the courier's specific procedures and workload.

Q6. Can I request a reattempt if an order delivery is attempted over the weekend?

Yes. If a delivery attempt fails (including over the weekend), the customer is notified in real-time. They can request a reattempt or report a fake attempt directly from the tracking page.

Alternatively, you can also take action on behalf of the customer from your workspace. If you're not operational over the weekend, you still have the flexibility to take action on Monday, given the order is in the failed delivery status.

Q7. When can I change the delivery date for my order?

You can only change the delivery date of your shipment if it is not marked as Out for delivery or Delivered.

Q8. Can the customer reschedule the delivery for a specific time slot & date when 1st attempt fails?

In case of a failed delivery attempt, customers receive a notification via SMS, email, or WhatsApp along with the reason for the failed delivery. Using the shared link, they can opt to reschedule the delivery for a preferred date.

Q9. When the customer is unreachable, what communication does he get? Can we provide the phone number of the delivery partner to the customer?

Customers receive SMS, email, and WhatsApp notifications about delivery attempts, including the reason for any failed delivery. You can customise these notifications to include your Support team's contact details. Learn here how to customise customer notifications.

Additionally, if the courier partner supports this feature, their IVR number is included in the out-for-delivery notification.

Q10. What will happen if my order fails to deliver without any attempt?

If the courier marks your shipment as “No Attempt”—meaning it was taken out for delivery but no actual delivery attempt was made—Eshopbox will step in automatically. The system will instantly request a delivery reattempt on your behalf, without needing any action from you or your customer.

This type of event will not be treated as a genuine failed delivery, will not increase your delivery attempt count, and will not impact your performance metrics. The shipment will continue forward in the delivery process as usual, and the customer will be notified that a reattempt is already scheduled.