RouteOneHelp Center

Handle an NDR (failed delivery)

What a Non-Delivery Report is and how to Reattempt, Defer, Edit details, Add a remark or Mark RTO from the NDR page.

An NDR (Non-Delivery Report) is raised when a courier partner could not deliver a parcel, for example because the customer was unavailable, the address was incomplete or the customer refused the parcel. Acting on it quickly gives the parcel a better chance of being delivered instead of returned.

Where to find NDR cases

Open NDR › B2C NDR in the left menu. Cases are grouped into tabs: Action Pending, Action Taken, Delivered, RTO and All. Each row shows the shipment, order number, AWB, courier, the NDR reason, the customer's city, the payment mode, the number of attempts and who took the last action.

Use the search box (shipment, AWB, order or name) and the All Reasons filter to narrow the list. Reasons include Consignee Unavailable, Address Incomplete, Refused By Customer, Phone Unreachable, COD Not Ready, Out Of Delivery Area and Reattempt Requested.

What you can do

ActionWhat it does
ReattemptAsks the courier partner to try delivering again. The case moves to Action Taken and the attempt count goes up.
DeferPick a new delivery date between 1 and 6 days from today. RouteOne records the date and moves the case to Action Taken. The date is not sent to the courier automatically — if the customer needs that exact day, also raise a ticket from Help Center › Ticket.
Edit DetailsCorrect the consignee name, phone number or address. The new details are sent to the courier partner and also saved on the order. Enter at least one field; a phone number must be a valid Indian mobile number.
Add RemarkSaves a note on the case so your team can see what was agreed with the customer.
RTO (Mark RTO)Records the parcel as returning to you and moves the case to the RTO tab.

To act on several cases at once, tick them and use the buttons that appear above the table (Reattempt, Mark RTO, Add Remark).

Typical flow

  1. 1Open NDR › B2C NDR and stay on the Action Pending tab.
  2. 2Read the NDR reason. If the customer was unreachable or the address was wrong, call or message them first.
  3. 3If the address or phone was the problem, choose Edit Details and save the corrected information.
  4. 4Choose Reattempt, or Defer if the customer asked for a later date.
  5. 5Watch the case in Action Taken until it moves to Delivered or RTO.
Mark RTO records the return in RouteOne. If the parcel is still in transit, use Shipments › Initiate RTO instead so the courier partner is actually asked to send it back. See Initiate RTO.
Only people with permission to act on NDRs and returns can use these buttons. If they are missing, ask your account owner to check your role in Users and roles.

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