NDR and Delivery Boost

Full NDR panel guide, Delivery Boost, reattempt actions, escalation, fake attempts, and buyer communication

Product Info

What is NDR?

NDR (Non-Delivery Report) is a shipment status generated when the courier attempts delivery but cannot complete it. It appears in the NDR panel within your Shiprocket account and highlights all orders where delivery was unsuccessful.

Access: NDR/Delivery Boost option from the left menu.

Courier partners provide a maximum of 3 delivery attempts before marking a shipment for RTO (Return to Origin). After the third failed attempt, the shipment is marked as RTO Initiated.

Exception: If the NDR reason is "Customer Refused OTP Verified," the shipment is sent to RTO immediately without waiting for 3 attempts.

With Delivery Boost enabled, Shiprocket automatically triggers reattempts for all eligible shipments. If seller input is required (incomplete address, unreachable buyer, courier needs clarification), those orders are flagged separately.

Smart nudges like RTO Score, Address Score, and Tracking History are also available in the NDR panel to guide sellers with recommendations on how to improve delivery outcomes.

Note: If NDR is showing in the left menu instead of Delivery Boost, it indicates that the Delivery Boost service is not activated. Once Delivery Boost is activated, the menu label changes to Delivery Boost.

Examples Where Auto Re-Attempts May Not Happen

Buyer refuses the shipment after OTP verification
NDR action has already been taken for RTO
Shipment is marked undeliverable due to operational reasons

In such cases, additional auto-attempts may not be initiated.

Ways to Raise or Manage an NDR

There are three primary ways through which an NDR can be managed:

1. Auto Re-Attempt from System Side

If neither the seller nor the buyer takes any action on the NDR within the defined timeline, the system may automatically raise a re-attempt request from our side.

This helps improve delivery success rates and minimize unnecessary RTOs.

2. Seller Action on NDR

Sellers can directly manage NDR cases from the seller panel. A dedicated NDR Management Tab is available where sellers can take corrective actions such as:

Updating the delivery address (within the same PIN code)
Updating the buyer's contact number
Selecting a preferred delivery date
Adding delivery remarks or special instructions

Based on the updated information, the courier partner can plan the next delivery attempt accordingly.

3. Buyer Action on NDR (Delivery Boost Plan)

Buyers can also take action on NDR cases if the seller has opted for the Delivery Boost Plan, which is a paid service.

Under this plan, buyers receive NDR notifications directly through:

Buyers can confirm delivery preferences or provide updated details directly, helping improve delivery success rates and reducing RTO cases. Buyers can also give their response from the tracking page.

Common Reasons for NDR

NDRs may occur due to various operational or customer-related reasons, including:

Fake delivery attempt
Buyer not contactable or unavailable
Incorrect address or PIN code issue
ODA (Out of Delivery Area) location
Courier operational issues due to local disturbances or shipment backlog
COD amount not ready with the buyer
Incomplete or unclear address details

NDR Verification Process

Verification should always be conducted based on the specific delivery failure reason mentioned in the NDR remarks.

1. Verify as Per NDR Reason

Proper verification should be done depending on the failure reason, such as:

Address issue
Buyer not contactable
COD amount not ready
Delivery refused
Landmark missing

2. Seller and Buyer Number Validation

The seller's and buyer's contact numbers should not be the same.

If both numbers are identical, contact the buyer directly for verification.
Also guide the seller to avoid using the same number for future shipments.

3. Check Buyer & Address History

Review shipment and address history carefully, including:

Delivery success percentage
Address category (residential/commercial/high-risk area)
Previous NDR or RTO records

Also collect complete information from the seller to verify whether the NDR remark is genuinely related to the address issue or not.

4. Alternate Contact Number

Always ask for an alternate buyer contact number to verify whether the buyer is reachable.

This helps improve communication and delivery coordination.

5. Check NDR Communication History

NDR Communication History should also be checked, as it is highly useful for BPR (Business Process Review) and verification purposes.

It helps identify:

Previous delivery coordination attempts
Buyer responses
Courier remarks and follow-up actions

This ensures better decision-making before proceeding with re-attempts or RTO actions.

SOP — NDR Action Plan by Undelivered Reason

Use the following action plan based on the specific undelivered reason shown in NDR remarks.

Customer Refused, OTP Verified

OTP was shared by the customer with the rider for order cancellation.

Inform the seller that the cancellation OTP was shared by the customer.
If the seller disagrees, connect with the customer:
- Customer confirms refusal: Inform the seller that we cannot raise a reattempt with the courier team. Mark as FCR.
- Customer says OTP was shared by mistake or taken forcefully and they want the order: Create an NFCR ticket. Inform that we will try for a next attempt but cannot commit to delivery.

⚠️ Without BPR, escalation is not allowed for this reason.

Customer Refused (Non-OTP Verified)

Connect with the customer directly:

Buyer wants the order: Create an NFCR ticket and assign to LOPS NDR & RTO channel.
Buyer denies accepting the order: Create an FCR ticket.

Wrong / Incomplete Address

Address or pincode is incorrect or incomplete. Contact the customer and confirm the address:

Pincode change required: Deny reattempt to the seller.
Address confirmed correct and complete: Assign the case to LOPS NDR team.
House no./building no./plot no. is missing: Collect the details from the customer and update before assigning.

Customer Asked for Open Delivery

Open box delivery service is not available. Inform both seller and customer that open box delivery is not supported.

Customer agrees to receive the shipment as-is: Create an NFCR ticket.
Customer does not agree: Create an FCR ticket and inform that reattempt is not possible.

ODA Location (Out of Delivery Area)

Doorstep delivery is not available for this address (though pincode is serviceable).

All couriers except Amazon: Create an NFCR ticket to arrange a DC (Delivery Center) address for the buyer.
Amazon courier: Deny the request, inform that self-collection is not available, and create an FCR ticket.

DC Address of BD and Ekart:

Customer Asked for Future Delivery

Customer requested delivery on a different date. Check with the customer whether the attempt was fake or genuine.

Delivery reattempt can be arranged within 2 days from the escalation date only.
Create an NFCR ticket only if the buyer agrees to receive within the 2-day window.

Any Other Reason

Refer to NDR remarks and collect BPR from the buyer:

BPR received: Assign the case to LOPS.
Buyer denies: Do not assign to LOPS. Create an FCR ticket.

Additional Rules

Buyer non-contactable: Except for the "Customer Refused, OTP Verified" case, if the buyer is non-contactable, you can still raise a reattempt with the courier.
Maximum 3 delivery attempts: After the third failed attempt, inform the seller that maximum attempts have been exhausted and the case is being raised with the courier for another attempt. However, we cannot commit to a successful next attempt.

New NDR Panel — Three Action Options

When you click Act on Shipment on an order, three options appear:

1. Update Delivery Details — Use when:

Address is incomplete
Phone number is wrong
Buyer requests a different date
Courier reports "incorrect address" or cannot reach buyer

You can update: full address, alternate contact number, delivery date (next 3 working days), buyer remarks.

2. Provide Proof of Buyer Intent — Use when:

Buyer wants a reattempt
Buyer confirmed correct details
Buyer denies courier's NDR reason
You have communication proof (screenshot, call recording, photo)

Components to log: communication method (call, WhatsApp, SMS), buyer's confirmation or refusal, seller remarks, and proof of communication (optional but recommended).

3. Report a Shipment Issue — Use when:

Delivery was not attempted (fake attempt)
NDR reason appears incorrect
Buyer says no one came to deliver
You want to escalate to the courier

You can escalate up to 6 times depending on courier policies. Upload proof (call recordings, chat screenshots, images).

All updates are logged in the unified timeline for complete visibility.

Seller Input Required

Indicates that Shiprocket or the courier needs additional information before reattempt. This appears when:

Address is incomplete or inconsistent
Phone number appears unreachable
Buyer confirmation is missing
Courier requires validation for the NDR reason
Prior action was not accepted by courier
Delivery Boost auto-communication got no clear response
Address-pincode mismatch detected
Courier tracking history raises a potential failure risk

Filter: NDR panel > Unsuccessful Deliveries > Select Input Required → Yes

Critical Action Required

Highlights shipments likely to fail unless immediate action is taken. Appears when:

Courier rejected previously submitted information
Address score is extremely low
Tracking history shows repeated failures at the same location
Buyer has denied availability multiple times
Courier has flagged delivery as high-risk
Reattempt cutoff for the day is near

Filter: Select Critical Action Required → Yes

Ignoring Critical Action Required shipments almost always results in RTO.

Reattempt Automation

The Reattempt button has been removed from the new NDR panel. Reattempts are fully automated by Shiprocket for all eligible NDR shipments. Sellers only need to update or validate information through Act on Shipment.

Reattempt is not auto-triggered when: Action Required, Critical Action Required, Buyer refused, Address is invalid, Courier needs additional info, previous reattempt rejected.

Reattempt Eligibility

The system determines reattempt eligibility based on:

Courier policy
NDR reason type
Buyer response
Previous attempt history
Delivery zone constraints
RTO Score
Address Score
Cut-off times for the day

Examples:

"Customer Refused – OTP Verified" → No further attempts
Repeated incorrect address → Reattempt blocked until corrected
Fake attempt proof submitted → Reattempt allowed after escalation
Buyer positive confirmation → High reattempt probability

If reattempt is not possible, the system recommends alternative actions in the panel.

NDR SLA & Timelines

Sellers should take action on NDR shipments at the earliest or within 24 hours.
Couriers generally take action within 24 to 48 hours on an undelivered shipment after action is submitted.
If no action is taken by the seller, Shiprocket will attempt to take action on the seller's behalf and request the courier partner to reattempt delivery.
If a second attempt fails, the order reappears in the NDR panel for further action.
If the buyer does not want the order, the order reappears in the NDR panel where the seller can take further action.

What Happens If No Action Is Taken on NDR

If the seller does not take action on an NDR shipment:

Shiprocket will still attempt auto-reattempt if possible
But if input is required and ignored:
- Delivery may fail again
- Chances of RTO increase
- Courier may mark buyer unreachable
- Shipment may move to RTO faster

Ignoring Critical Action Required shipments almost always leads to RTO.

Contact Buyer Flow

The Contact Buyer flow now functions within Act on Shipment → Provide Proof of Buyer Intent. When you contact the buyer, the system guides you to:

Log communication method (call, WhatsApp, SMS)
Capture buyer confirmation or refusal
Update address or phone number
Upload proof (optional)

All interactions including calls, updates, and buyer responses are recorded in the unified timeline.

Tracking NDR Shipments

The status of an NDR shipment can be tracked from the tracking page.
NDR history of the shipment can also be viewed from the NDR panel.

Buyer Communication via Delivery Boost

Shiprocket contacts buyers via WhatsApp, IVR, SMS, and Email within a 12–24 hour window after NDR. Communication stops when buyer responds.

Buyer can update: Address, contact details, request delivery on next 3 working days.

If buyer gives positive response: Reattempt request sent to courier. If delivery succeeds → categorized as Delivery Boost shipment → seller charged 5% of order value.

If buyer gives negative response: Displayed in Delivery Boost panel under Action Requested tab. Seller can escalate if shipment is not attempted within 24 hours.

Buyer Communication Visibility

The communication visibility panel is available for all delivered, undelivered, and in-transit shipments. It helps sellers proactively monitor buyer response behaviour.
The feature logs both SMS and IVR attempts and outcomes.
As of now, this panel is view-only. Sellers can use insights (such as no buyer response) to trigger follow-ups through Engage360 or support teams.

What is Proof of Buyer Intent?

A simplified proof submission process used for fake attempt reporting, buyer intent validation, courier escalations, and address verification. Upload:

Screenshots of buyer chats
Call recordings
Images provided by buyer (gate closed, security issues)
Photos validating correct address
Written confirmation by the buyer

What is Delivery Boost?

Delivery Boost is an AI-backed feature that automatically initiates delivery failure messages to buyers when delivery fails, and seeks confirmation for reattempt.

Free for: Sellers who joined after 22nd February 2023.

Trial activates after: 20 BPR (Buyer Positive Responses). Before 20 BPR = endless trial, no communication sent.

After free trial ends: Charges apply. Service does not auto-enable post-trial.

Delivery Boost Features

AI-backed buyer communication via WhatsApp
On-panel Call Buyer option
Visibility of extra revenue earned (order value of shipments delivered after reattempt)
Multiple channels for buyer validation: WhatsApp, SMS, IVR, Email

Delivery Boost Charges

Charged only on shipments where buyer gave positive response AND shipment was delivered.
Charge: 5% of order value.
No charge if shipment was not delivered after buyer response, or if buyer responded with return request.
Invoice cycle: Once a month, generated in the first week of the month.

Check If a Shipment is a Delivery Boost Shipment

NDR > Delivery Boost option > Delivered tab > Look for "Delivery Boost" flag below AWB number.

Check Revenue Earned / RTO Cost Saved

NDR > Delivery Boost > Delivered tab > More Filters option.

Activate Delivery Boost

Value Added Services > Delivery Boost > Enable Delivery Boost.

Or: For Enterprise tier sellers — click "I'm interested" from NDR panel or Settings > Delivery Boost.

SOP — Manual NDR Calling Activation

Step 1: Check Seller Category

Verify whether the seller belongs to the KAM or Non-KAM category.

KAM Seller

If the seller is mapped to a KAM account:

Raise the request directly to the respective KAM for further action.
No additional activation process is required from the Experience Center until seller informs us that the KAM is non-responsive/not supporting on the same.

Non-KAM Seller

If the seller is not mapped to a KAM account, request the following details via email for Manual NDR Calling activation:

Monthly order volume
Company ID for which the service needs to be activated

Step 2: Verify Delivery Boost / Buyer WhatsApp Communication Status

If Delivery Boost / Buyer WhatsApp Communication is Active:

If a Buyer Preference Response (BPR) is received, no manual calling will be initiated.
If a BPR is not received, manual NDR calling will be performed.

If Delivery Boost / Buyer WhatsApp Communication is Not Active:

Manual NDR calling will be performed for all undelivered shipments.

Charges

₹5 + GST per shipment for every shipment on which manual NDR calling is triggered.

Activation Process

Once the seller shares the required details and provides confirmation via email:

Forward the activation request to Karan Kumar Kashyap.
Mention the seller's Company ID and monthly order volume in the email.
Request activation of the Manual NDR Calling service.

Activation Timeline

Manual NDR Calling activation will be completed within 2 working days from the date of request submission.

Seller Communication

Please ensure that the seller is informed about:

Eligibility criteria based on KAM/Non-KAM classification.
Requirement of monthly order volume and Company ID.
Service charges (₹5 + GST per triggered shipment).
Activation timeline of 2 working days.
Dependency on Delivery Boost/Buyer WhatsApp Communication and BPR status for manual calling execution.

SOP — Delivery Boost (Updated)

How to Identify a Delivery Boost Shipment

To verify whether a shipment was delivered through Delivery Boost:

Open the shipment details page.
Check for the "Delivery Boost" flag displayed below the AWB Number.
If the flag is visible, the shipment was delivered through Delivery Boost intervention.

Additional Visibility

Sellers can also view:

AWB-wise revenue generated.
Delivery Boost charges applied.
Revenue contribution of individual shipments.

What is Extra Revenue?

Extra revenue refers to the order value of shipments that were successfully delivered after the buyer responded positively to a reattempt request generated through Delivery Boost.

How to Check Revenue Generated & RTO Cost Saved

Go to the Delivery Boost section in your Shiprocket account.
Navigate to the Delivered tab and click on More Filters.
Select Delivery Boost and click Apply Filters.

The seller will be able to:

View all Delivery Boost deliveries.
Check AWB-wise revenue generated.
Review RTO costs saved.
Calculate total revenue generated through Delivery Boost.

Can Sellers Switch Back to NDR Buyer Flow?

No. Sellers cannot switch back to the previous NDR Buyer Flow as it has now been upgraded and integrated into the Delivery Boost framework.

What Happens if Delivery Boost is Not Enabled?

Unavailable Features:

AI-backed buyer communication through WhatsApp.
Direct buyer calling from the panel.
Visibility into additional revenue earned.
Multiple buyer validation channels: WhatsApp, SMS, IVR, Manual Calls.

Available NDR Actions (without Delivery Boost):

Request a reattempt.
Request a reattempt for fake attempts.
Request RTO.
Upload NDRs in bulk.
Download NDR reports.

What Happens if Buyer Does Not Respond?

The shipment ultimately goes to RTO.

Invoice Cycle

Delivery Boost invoices are generated once every month.
Invoices are generated during the first week of every month and include all applicable Delivery Boost charges for the previous billing cycle.

NDR Dashboard

Shiprocket offers a dedicated NDR Dashboard that provides comprehensive insights and tools for managing non-delivery-related shipments.

Access: Dashboard > NDR tab (top menu bar)

Available data includes:

NDR Raised
NDR Raised Percentage
Action Required
NDR Responses
NDR Funnel
Courier-wise and Zone-wise breakdowns

RTO — Reference Guide

What is RTO?

RTO (Return to Origin) means a shipment is being returned to the sender due to multiple failures in delivery reattempt.

Common reasons for RTO include:

Incorrect address
Recipient not available
Refused delivery
Package damaged during transit

RTO Charges

In case of RTO, both the forward and reverse charges are borne by the seller. If the customer does not accept the shipment, there are no cancellation charges, but the sender is responsible for paying the return shipment charges.

RTO Delivery Attempts

There will be no attempts made to deliver the order to the buyer after an RTO is initiated.
Before RTO, 3 attempts will be made to deliver the order unless the NDR reason is "Customer Refused OTP Verified".
Once a shipment gets RTO, it will be shipped to the seller or to the address specified by the seller. An RTO shipment cannot be stopped from returning back to the seller.
If the RTO shipment is not delivered to the seller after 10 days, the shipment will be disposed of by the courier.

RTO Statuses

Initiated: RTO has been marked by the courier company after three failed delivery attempts.
Delivered: The return shipment has been delivered to the seller's pickup address.
Acknowledged: The seller has received and acknowledged the RTO shipment.

Tracking RTO Shipments

When a shipment is marked for RTO, the Expected RTO Delivery Date (RTO EDD) is updated on the order. This can be viewed on the Orders page under the RTO tab.

To view RTO orders: Left menu > Orders > RTO tab.

How to Mark a Shipment as RTO

Go to NDR section from the left menu > click View Details against the AWB > click Mark RTO.

RTO Delay Escalation

If your shipment is in RTO Initiated or RTO In Transit status and the RTO EDD has been breached, you can raise an RTO Delay Escalation.

Steps:

Go to Orders from the left menu > select RTO tab.
If the RTO EDD has passed, a Create Ticket button will appear on the right-hand side.
Click Create Ticket, enter your remarks, and submit.
You can re-escalate within 48 hours from the date of escalation closure.

Blocking RTO Pincodes

Sellers can proactively block pincodes where RTO instances are high.

Steps: Settings > Courier Selection > click on the courier > click Block Pincodes > select preferred option > Submit.

Three blocking options are available:

Courier: Download and block all RTO pincodes of the specific courier partner.
Account: Download and block all RTO pincodes specific to your account for the respective courier partner.
Custom: Manually enter pincodes to block.

The same steps can be followed to unblock pincodes in future.

How to Reduce RTO

Connect with buyers: For high RTO orders, connect with buyers through Customer Connect to confirm order and address details before shipping.
Optimise order confirmation: For low RTO orders, skip confirmation costs and ship directly, as these have a lower likelihood of return.
Enable RTO Score: Go to Settings > Shipment features > RTO Score > click Enable RTO Score.
Block high-RTO pincodes: Settings > Courier Selection > select courier > Block Pincodes.

Eway Bill for RTO Shipments

Uploading an Eway Bill for an RTO shipment is mandatory if the order value is more than Rs. 50,000. Non-compliance can result in both monetary and non-monetary loss. Shiprocket and associated courier partners do not take responsibility in such cases.

Steps to upload:

Go to Orders from the left menu > select RTO tab.
Go to RTO-Initiated orders and find the order.
Click the Upload Eway Bill button against the order.
Add the required details and click Upload Documents.

NDR Reasons

Consignee Uncontactable
Wrong Address
COD Not Ready
Customer Asked For Future Delivery
Office/Residence Closed
Entry Restricted Area
Customer Requested Open Delivery
Customer Not Available
Customer Asked For Self Collect
Customer Refused — No Auto Reattempt
Auto Reattempt
Others
Out of Delivery Area — No Auto Reattempt
Payment/Qty/Bill/OTP Dispute — No buyer communication sent
Reattempt Next Day
Customer did not show ID card
COVID — Access Restricted
Customer Refused OTP Verified (→ RTO, no further attempts, no buyer communication)
Delivery Not Attempted

FAQs

Seller Panel

How to raise an NDR? NDR is a shipment status updated based on courier scans when delivery is attempted but cannot be completed. Sellers cannot raise an NDR. Sellers or buyers can take action on an NDR to request a reattempt or cancel the order.

How to process an NDR?

Go to NDR/Delivery Boost from the left menu.
Under the Unsuccessful Deliveries tab, find the order.
Use the Select Input Required → Yes filter for orders needing action.
Click Act on Shipment and choose one of the three options: Update Delivery Details, Provide Proof of Buyer Intent, or Report a Shipment Issue.

How to raise an NDR reattempt request? No manual reattempt request is needed. Shiprocket automatically reattempts delivery if a delivery attempt fails. To update details or report an issue, go to the NDR panel from the left menu > find the order > click the three-dots menu > Act on Shipment > Update Delivery Details. Urgent orders can be filtered using the Seller Input Required or Critical Action Required filters.

How many delivery attempts are made if delivery fails? A maximum of 3 attempts are made. The exact number may depend on the selected courier partner and NDR reason. If the NDR reason is "Customer Refused OTP Verified", no further attempts will be made.

How long does it take for action to be implemented on an undelivered shipment? Generally, the courier takes action within 24 to 48 hours on an undelivered shipment.

How to raise a fake delivery attempt?

Go to NDR section from the left menu > Unsuccessful Deliveries tab.
Find the order > three-dots menu > Act on Shipment.
Click Report a Shipment Issue, select the issue type, upload proof (call recording or chat screenshot) with remarks.
Click Create Ticket.

How to escalate an NDR / report a shipment issue? Go to NDR panel from the left menu > Unsuccessful Deliveries > use Select Critical Action Required → Yes filter > open shipment > Act on Shipment > Report a Shipment Issue > choose issue type, add remarks, upload proof > Submit. Can escalate up to 6 times.

Is it possible to escalate again if delivery was not attempted after escalation? Yes. Find the order in the NDR panel > Act on Shipment > Report a Shipment Issue > select the issue type again, provide updated remarks, and upload proof. Can escalate up to 6 times depending on courier SOP.

What is NDR Panel? NDR Panel is a feature in Shiprocket that provides sellers with visibility and control over shipments that could not be delivered successfully. It is a component associated with the Delivery Boost feature. Access it via NDR/Delivery Boost from the left menu.

What does "Seller Input Required" mean? Indicates that Shiprocket or the courier needs additional information before a reattempt can be processed. Filter via: NDR panel > Unsuccessful Deliveries > Select Input Required → Yes.

What does "Critical Action Required" mean? Highlights shipments likely to fail in the next reattempt unless immediate action is taken. Filter via: Select Critical Action Required → Yes. Delaying action can lead to RTO.

Why is the Reattempt button removed from the NDR panel? Reattempts are now fully automated by Shiprocket for all eligible NDR shipments. Sellers only need to update or validate information through Act on Shipment.

What happens if no action is taken on an NDR shipment? Shiprocket will still attempt auto-reattempt if possible. But if input is required and ignored, delivery may fail again, chances of RTO increase, the courier may mark the buyer unreachable, and the shipment may move to RTO faster. Ignoring Critical Action Required shipments almost always leads to RTO.

How to track the status of an NDR shipment? The status can be tracked from the tracking page. NDR history of the shipment can also be viewed from the NDR panel.

Is it possible to choose a different delivery date after an NDR? Yes. Sellers can choose the delivery date for any of the next 3 working days from the seller panel via Act on Shipment > Update Delivery Details. A specific time of delivery cannot be chosen.

Will extra charges apply for reattempting delivery? No. All shipments are eligible for 3 delivery attempts. No additional amount is charged for attempting delivery 3 times.

What happens if the buyer does not accept the shipment? There are no cancellation charges if the customer does not accept the shipment. However, the sender is responsible for paying the return shipment charges.

How to check the NDR Dashboard? Go to Dashboard from the left menu > click the NDR tab at the top menu bar. Here you can see NDR Raised, NDR Raised Percentage, Action Required, NDR Responses, NDR Funnel, Courier-wise and Zone-wise breakdowns.

Is buyer communication visible for all shipments? Yes. The communication visibility panel is available for all delivered, undelivered, and in-transit shipments. It helps sellers proactively monitor buyer response behaviour. The feature logs both SMS and IVR attempts and outcomes. As of now, it is view-only — sellers can use insights to trigger follow-ups through Engage360 or support teams.

Mobile App

How to access the NDR section on the mobile app? Go to the three-dots menu at the bottom and open the NDR page.

How to check NDR shipments on the mobile app?

Click the three-dots menu at the bottom and open the NDR page.
Use the search bar at the top to search by AWB, Order ID, or phone number.
Click All Filters to apply specific filters.

How to process an NDR on the mobile app?

Go to the NDR section from the three-dots menu at the bottom.
Under the Unsuccessful Deliveries tab, view all undelivered shipments.
Use the filter Select Input Required → Yes to identify shipments that require action.
Slide the order to the left and click Act on Shipment.
Choose one of the three options:
- Update Delivery Details — for incorrect/incomplete address, invalid phone number, or buyer-requested future delivery date. You can update address, alternate phone number, and preferred delivery date (next 3 working days).
- Provide Proof of Buyer Intent (BPR) — when the buyer has confirmed they want the shipment. Log how you contacted the buyer, their confirmation, remarks, and upload Q-SPR proof (screenshot, image, or recording).
- Report a Shipment Issue — for fake delivery attempts, incorrect NDR reason, or repeated failures. Specify the issue type, add remarks, and upload supporting proof.

How to raise a fake delivery attempt on the mobile app?

Go to the NDR section from the three-dots menu at the bottom.
Under the Unsuccessful Deliveries tab, find the order.
Slide the order to the left and select Act on Shipment > Report a Shipment Issue.
Select the issue, upload proof (call recording or chat screenshot) with remarks.
Click Create Ticket.

How to escalate an NDR on the mobile app? Go to NDR panel from the three-dots menu at the bottom > Unsuccessful Deliveries > use Select Critical Action Required → Yes filter > slide the order card to the left > select Act on Shipment > Report a Shipment Issue > choose issue type, add remarks, upload Q-SPR proof. Can escalate up to 6 times.

How to check if a delivered shipment is a Delivery Boost shipment on the mobile app?

Go to the NDR page from the three-dots menu at the bottom.
Click on the Delivered tab at the top.
Click View Details for the order and check the Delivery Attempt history to see when Delivery Boost was triggered.
Revenue earned and charges applicable to the shipment are also visible here.

How to check the NDR Dashboard on the mobile app?

Scroll to the bottom of the home page and click View Dashboard.
Select NDR from the header.
Here you can see NDR Raised, NDR Raised Percentage, Action Required, NDR Responses, NDR Funnel, and other details.
Change the date range as required.

SOP — NDR Escalation Process

Case 1: Fake Attempt Post BPR (Call Recording Taken)

If it has happened at the 2nd attempt: mark RED SOS and inform LOPS Agent on WhatsApp.
If it has happened at the 3rd attempt: transfer/assign to Sachin Pathak in LOPS to prioritize and avoid RTO.

Case 2: Seller Comes Back Post Attempt Claiming Fake Attempt

Check LOPS remarks.
If BPR was received more than 3 days ago: take new BPR.
If BPR was received within 3 days: inform seller that delivery will happen on priority and assign the case to Sachin Pathak from LOPS.

Case 3: Seller Comes Back Next Day with No Attempt

Check LOPS remarks against the previous ticket, inform seller, and mark FCR.
If remarks are unclear: L1 opts for live transfer call to L2.
L2 assigns the case to Sachin Pathak from LOPS.

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