World's #1 NDR management platform

NDR refers to a Non-Delivery Report shared by the carrier partner at the end of the day which contains details of shipments that could not be delivered.

NDRs or Non-Delivery Reports are generated by courier agents when a delivery attempt fails. If no steps are taken to resolve an NDR, there is an overwhelming chance of the shipment turning into an RTO or Return-to-Origin. NDR Management is defined as a series of steps that businesses need to take after a failed delivery attempt to ensure successful order fulfillment. Book a Demo to learn more about ClickPost’s NDR Management.

ClickPost is the market leader in NDR Management in India by a huge margin, with large e-commerce companies using its solution for their complete NDR management. ClickPost is the only company with features like AI-driven messaging, automated issue categorisation, deep API integrations with NDR systems of carrier partners, and customer-specific workflows for managing NDRs (non-delivery-report).

While it depends on the category and customer profile of the e-commerce companies, typically most companies see their RTO getting reduced by 25% to 50%. 

Some of the most common reasons NDRs happen in ecommerce are as follows : 

1) Incorrect or incomplete address

Customers may incorrectly input their address while placing the order or miss out on landmarks that make it difficult for the delivery agent to find the address.

2) Incorrect Phone number

Many delivery agents call the customers before delivery to check their availability. Without being able to contact the customer, the delivery agent may be unable to hand over the order.

3) Customer rejected delivery

Sometimes customers just change their minds about the order, especially when the order is delayed or if the packaging seems damaged.

4) Customer not available

There may be occasions when the customer is contactable but not able to take possession of the order, thereby impairing successful delivery. These are different from cases in which a customer reschedules the delivery.

5) NDR Fake Delivery Attempt

These are cases in which the delivery partner marks a delivery attempt in the system without actually making it. ClickPost has a unique feedback system to identify such cases.

6) Customer rescheduled delivery

Some customers, upon receiving the call from the delivery agent, may notify the agent that they require the order to be delivered at a later date.

The best NDR Management software system in eCommerce should have the following 10 features:

1) API integrations with carrier partners to identify NDR issues in real-time.
2) A text analytics engine to automatically categorise NDR cases into specific buckets.
3) A customer communication platform to seek responses from customers on NDR cases via multiple channels such as email, SMS, WhatsApp, IVRS, etc.
4) Intelligent workflows to drive response from customers on NDR cases (eg. For all 'Address Issues', send an email and SMS to the customer seeking their response -> If no response is received in 2 hours, send a WhatsApp message -> If no response is received in 8 hours, send an Email, SMS, and IVRS call, and so on.)
5) NDR API integrations with carrier partners to send feedback in real-time.
6) Integrated backend to enable the NDR team to manually call customers to resolve issues.
7) Rule-based allocation of NDR cases to different calling representatives leading to their specialisation (eg. All 'Address Issues' and 'Customer refused delivery' issues are allocated to person X).
8) Deep Integrations with calling tools, and other internal systems.
9) Fake delivery management system.
10. Complete analytics on the performance of the NDR team, 'Reasons for NDR' and 'NDR cases by carrier partner'

Here are 5 ways you can reduce RTO after a failed delivery:

1. Implement an NDR Management solution
2. React immediately - Any delay in contacting customers after the first delivery attempt increases the chances of RTO multifold
3. Follow a multi-channel approach to reach out to customers in cases of NDRs - manual and IVRS calls, emails, messages, notifications, etc.
4. Incentivise call center teams to convert NDR or failed deliveries to successful deliveries
5. Use NDR data to select better carrier partners for future orders
6. Incentivise customers to convert cash-on-delivery orders to pre-paid orders before the out-for-delivery attempts