On this page
Keep an unsuccessful delivery open for a reason and a named next action.
Key takeaways
- An incomplete address, an unavailable recipient and a refusal need different responses.
- Follow the agreed process to contact the sender or recipient, correct permitted details or arrange another attempt.
- A second attempt may end in delivery, or the parcel may need to return.
Describe the actual problem
An incomplete address, an unavailable recipient and a refusal need different responses. Record the observed reason and supporting evidence rather than using a generic “failed” status. That gives the next person a starting point.
Choose the next action
Follow the agreed process to contact the sender or recipient, correct permitted details or arrange another attempt. Name the person responsible for that step. Customer details should stay within the authorised shipment process, not in open messages or planning examples.
Finish with the final outcome
A second attempt may end in delivery, or the parcel may need to return. Link the shipment to the delivery proof or return receipt and reconcile any cash entry. Reviewing repeated reasons can show where the process needs attention; a report alone cannot guarantee a better delivery rate.
How Delv handles this
At Delv hubs a failed delivery stays open against the same shipment, with a reason and a named next action. Undelivered parcels are scanned back in at the hub, and any cash on delivery is checked before the day closes. Delv Network covers NDR and return-to-origin handling.
Questions about this topic
Is an NDR the same as a return?
No. It records an unsuccessful attempt. A return may follow, but the next action depends on the reason and the agreed process.
What information helps resolve an NDR?
The shipment reference, observed reason, evidence and authorised next action. See Delv Network for our delivery and returns scope.