RouteOneHelp Center

Cargo+ NDR and weight discrepancies

Handle failed Cargo+ deliveries on the Cargo+ NDR page, and accept or dispute weight differences with evidence.

Two pages under Cargo+ deal with problems after a consignment is on its way: Cargo+ NDR for failed deliveries and Cargo+ Weight Discrepancy for weight differences.

Cargo+ NDR

An NDR (Non-Delivery Report) means the delivery could not be completed. Open Cargo+ › Cargo+ NDR. Cases are in tabs: Action Pending, Action Taken, Delivered, RTO and All. Reasons include Consignee Unavailable, Address Incomplete, Refused, Appointment Required and Delivery Exception.

ActionWhat it does
Re-attemptMarks the case Action Taken and records your request for another delivery attempt.
Mark RTOMarks the case and the consignment as returning to you.
Update address / phoneSaves a corrected address and/or phone on the order. Use Save Details.
Add remarkSaves a note (up to 500 characters) on the case.

You can select several cases and use Re-attempt or Mark RTO in bulk. Closed cases (delivered or RTO) cannot be changed.

These actions are recorded in RouteOne. They do not contact the courier partner directly, so if a delivery is urgent, also tell the consignee and raise a ticket from Help Center › Ticket.

Cargo+ weight discrepancy

When the charged weight of a consignment is higher than what you declared, the case appears under Cargo+ › Cargo+ Weight Discrepancy. Tabs: Action Required, Accepted, Disputed, Resolved and All. Each row shows Declared Weight, Charged Weight, the Extra Charge and the status.

Accept

Click Accept on the row and then Confirm. The extra charge is debited from your wallet. You can also select several rows and accept them together. Accepted charges appear in your passbook as Weight Discrepancy. See Wallet and passbook.

Dispute (evidence is required)

  1. 1Click Dispute on the row.
  2. 2Write a remark explaining why the weight is wrong, at least 5 characters, for example that the boxes were re-weighed at a given weight.
  3. 3Attach evidence: a photo of the weighed boxes, the invoice or the packing list (PDF, JPG, PNG or WEBP, up to 10 MB).
  4. 4Click Submit Dispute.

A dispute cannot be submitted without a file. Raising a dispute does not charge your wallet. The case moves to Disputed and is reviewed.

Weigh and photograph your boxes before handing them over. Keep the invoice and packing list with the order so you can attach them quickly.

Still need help? Email support@routeone.app with your order ID or AWB, or raise a ticket from Help Center › Ticket in the app.