Sometimes when an order is shipped, it may not always reach the customer on the first attempt. In such cases, the LMD partner raises an NDR (Non-Delivery Report) — a signal that the delivery attempt failed and action is needed from your side.
In this article, we’ll explain what NDRs are, common reasons for them, and how you can address each situation.
🚚 What is an NDR?
An NDR - Non-Delivery Report is created when the LMD(last-mile delivery) partner is unable to successfully deliver an order.
📌 Common Reasons for NDRs:
Customer was not available at the time of delivery
Phone was switched off or unreachable
Incomplete or incorrect address
Customer refused the order
No attempt to deliver and others
Every NDR is a chance to save the delivery before it turns into an RTO (Return to Origin). That’s why managing them quickly is important — the faster you act, the better your chances of a successful delivery.
🔍 Where to Find NDRs in Your vFulfill Account
Step 1 : To begin managing your NDRs, simply navigate to the NDR section within your vFulfill account.
If you have multiple stores linked to your account, you can view and manage NDRs for each store individually by selecting the specific store you wish to manage.
Here’s what each tab in the NDR section means:
Tab | What It Shows |
🟡 Open NDR | Orders needing immediate action to schedule another delivery attempt.
|
📞 Calling | Space to move NDR orders to follow up with customers by phone.
|
✅ Responded NDR | All the NDR orders where you have already taken action. |
⛔ Expired NDR | Orders where no action was taken and timer expired get moved to this tab. |
Step 2: Go to the Open Tab – here you’ll find all shipments that weren’t delivered on the last attempt and now need your input.
This section shows:
A timer indicating how long you have to take action on each NDR before it expires.
Recommended actions for each NDR, so you know exactly what to do next.
Step 3: Based on the reason for the failed delivery, you can take following actions on an order:
A) 🔄 Re-attempt :
If details are correct and there's no major issue, simply select Re-attempt, update the re-attempt date & necessary information, and submit.
Example: Customer was not home; NDR remarks correctly marked as customer unavailable.
B) ⚠️ Escalate & Re-attempt :
If there’s a discrepancy between the NDR remarks and the customer’s feedback, or signs of a delivery error, escalate the issue along with proof.
Example: Customer says they were available, but NDR remark marked as unavailable or unreachable.
Choose Escalate & Re-attempt option. In the next pop-up, fill in the details :
A clear explanation of the case in detail (e.g., “Customer confirmed availability, no delivery attempt was made.”)
Upload proof of the conversation with the customer (audio clip, screenshot, etc.)
Tick the Re-attempt box and submit.
After submitting, the escalation is reviewed by our team and proper follow-up is done with the LMD partner to align further attempts.
C) 📦 Mark RTO :
If the customer confirms cancellation or is not interested in re-delivery, mark the order as RTO.
✅ Tip: Always try to connect with the customer first to confirm the reason before choosing an action — this not only improves resolution accuracy but also builds trust.
Take Bulk Actions on NDRs:
Select the NDR orders you want to act on.
Click Take Bulk Action to apply your chosen action to all selected orders at once.
🛠️ Steps to Take Based on NDR Reason
When an order appears under Open NDR, it’s important to take the appropriate action based on the reason for the failed delivery.
To help you make quick and informed decisions, here’s a reference table outlining the recommended steps for each NDR reason (the same logic that suggest recommended actions) :
NDR Reason |
1st Attempt |
2nd Attempt Onwards |
Customer Unavailable
| Mark next Reattempt without call | Call & Action → Escalate & Re-attempt |
Customer Unreachable
| Mark next without call | Call & Action → Escalate & Re-attempt |
Delivery Rescheduled
| Mark next Reattempt without call | Call & Action → Escalate & Re-attempt |
Payment Issue
| Mark next Reattempt without call | Call & Action → Escalate & Re-attempt |
No Attempt
| Mark next Reattempt without call | Call & Action → Escalate & Re-attempt |
Shipment Misrouted
| Mark next Reattempt without call | Call & Action → Escalate & Re-attempt |
Rejected by Customer
| Call & Action (Reattempt/RTO) | Call & Action → Escalate & Re-attempt |
Address Issue
| Call & Action (Reattempt/RTO) | Call & Action → Escalate & Re-attempt |
Order Already Cancelled
| Call & Action → Escalate & Re-attempt | Call & Action → Escalate & Re-attempt |
OTP-Based Cancellation
| Call & Action → Escalate & Re-attempt | Call & Action → Escalate & Re-attempt |
Out of Delivery Area / Self-Collect | Call & Action → Re-attempt or RTO | Request Self-Collect from DC |
Customer Wants Open Delivery | Convince & Action → Re-attempt or RTO | Convince & Action → Escalate & Re-attempt |
💡 Tip: Always aim to take action within 24 hours of NDR being raised to avoid RTOs.
How to Track the NDR escalations?
Step 1: In your vFulfill account, Go to Order Support >> NDR Escalations.
Step 2: Here, you will find all the NDRs that were escalated, their current status and remarks added by our team.
🔁 How to Prevent Repeat NDRs for the Same Customer
Handling NDRs once is important but preventing them from recurring is even more valuable. Here’s how you can proactively avoid them with simple yet effective steps:
🏷️ Double-check the delivery address: Always review the address added to the order. Look for missing apartment numbers, incorrect PIN codes, or unclear landmarks.
📞 Reconfirm address and contact details with the customer: A quick message or call to verify the address and phone number ensures you're not relying on outdated or incorrect information.
📆 Confirm customer availability before re-attempting delivery: Ask the customer if they’ll be available during typical delivery hours. This helps reduce the chance of missed attempts.
📦 Clearly explain the delivery process: Let the customer know what to expect — like delivery calls, delivery slots, or if an OTP is needed.
🔐 Advise the customer not to share the OTP unless they wish to cancel the order: Many customers aren’t aware that OTPs can mark the order as canceled. Tell them clearly: 👉 “Sharing the OTP means confirming cancellation.”
🔄 Remind them that rescheduling does not require an OTP: Many customers think OTPs are part of rescheduling. Let them know that if they want to reschedule, they can do so without sharing any OTP.
🔚 Wrapping Up
We hope this article helps you manage NDRs in a better way and take timely, informed actions on them.⏰
And remember, if you ever need assistance, our support team is always here for you. Just one message away! 🙌
❓ Frequently Asked Questions (FAQs)
❓How often should I check my NDR section?
It’s best to check your NDR section at least twice a day to ensure no orders are left unattended and to act within the 24-hour window.
❓Can I manage NDRs for multiple stores in one place?
No, You’ll need to select the specific store from the dropdown in the NDR section to view and act on its orders.
❓Can I edit the customer address before re-attempting delivery?
Yes, if the issue was due to an incorrect or incomplete address, you can update the delivery address during the Re-attempt action. Just make sure the new address is verified by the customer.
❓If I change the customer’s address, will the delivery be made to the new address?
If the new address is within the same pincode, a re-attempt can be made. If it's outside the pincode, it's best to mark the order as RTO.
❓What should I do if the delivery agent behaves unprofessionally?
If the customer reports rude behavior, false attempts, or OTP misuse, escalate the NDR with a detailed note and supporting proof. Our team will take it up with the LMD partner.
❓What if the customer asks for delivery on a specific date?
You can schedule the re-attempt within the next 5 days only. Select Re-attempt, mention the preferred date in the remarks, and notify the customer once it’s scheduled.
❓Can I ask the LMD partner for a specific delivery time slot?
The LMD partner typically sets delivery windows based on their logistics. You can inform the customer of the expected delivery window, but exact times may not always be customizable.
❓Can I request open delivery if the customer insists?
No, open delivery is not allowed as per LMD partner policies. Kindly convince the customer to accept the sealed package. If there’s any issue after delivery, advise them to contact the store’s support team directly.
❓Does escalating an NDR guarantee delivery?
Not always, but it boosts the chances. Escalating with proof prompts our team to investigate and work with the LMD partner for a re-attempt. Delivery success still depends on customer availability, LMD behavior, and address accuracy.