Failed Delivery (Receiver Unreachable)

When to use this process

Use this process when a Delivery Partner cannot complete a delivery because the receiver cannot be reached or is unavailable.

Step 1: Confirm the contact attempts

Verify that the required customer-contact attempts were made and recorded.

The current process requires a minimum of three calls for an unreachable receiver:

• Two calls before the initial delivery attempt
• One final call before the package is returned from the delivery location

Step 2: Confirm the package location

Verify whether the package is:

• With the Delivery Partner
• At a hub
• At the sorting centre
• At Headquarters
• Pending return

Do not tell the customer where the package is unless the location has been confirmed.

Step 3: Confirm package security

The package must not be left with an unauthorised person.

An alternate receiver may receive the package only where the approved authorisation and verification requirements have been satisfied.

Step 4: Record the Freshdesk ticket

Complete:

• Type: Failed Delivery
• Order ID
• Customer Role
• Current Order Status
• Verified Package Location
• External Support Team
• Internal Follow-up Status
• Contact-attempt details
• Reason for the failed delivery
• Redelivery or return instruction
• Next update commitment

Step 5: Inform the receiver

Use the approved:

Failed Delivery – Receiver canned response.

Confirm:

• The attempted delivery time
• The verified package location
• The next available action
• The date or time requested for redelivery

Step 6: Inform the sender or merchant

The sender or merchant must also be informed that the delivery was unsuccessful and what will happen next.

Redelivery price

A redelivery does not automatically change the original price.

The price changes only where:

• The customer changes the delivery method, or
• The new delivery location is within a satellite zone

Any price adjustment must be confirmed before the redelivery is scheduled.

Closure

The case may be resolved only after one of the following has been confirmed:

• Redelivery has been successfully arranged
• The package has been delivered
• The package-return process has started and the responsible parties have been informed

The receiver-unreachable and redelivery requirements are contained in the communication SOP, including the verified-location, contact-attempt and pricing rules.