Delivery failures are a common challenge in e-commerce, but our P&D order type helps you handle them efficiently. Our system allows businesses to track the reasons for failed deliveries and manage subsequent attempts.
Workflow
When a driver cannot deliver an order on their route, they'll change its status to "Delivery Failed" and record the reason for the failure. This ensures accurate tracking.
Upon completing the route, the driver returns all undelivered packages to the warehouse/hub.
Operators scan the returned orders back into the system, updating their status to "At Warehouse."
Depending on the failure reason, the operator takes the appropriate action:
Returns: If the recipient rejects the order due to damage, wrong item, etc., the status is updated to "For Return" and sent back to the sender.
Next Attempt: If the recipient isn't available, the order is "Delivery Routed" and assigned to a new route for another attempt.
Some companies deliver the same order to the receiver up to three times and after that, they decide to return the order to the sender. in other words, the order can have three failed attempts.
5. In both cases (return or next attempt), the order status is updated, and it's routed to be out of the warehouse for the next steps.
Common Reasons for Delivery Failures
As mentioned earlier, there may be many reasons for a delivery failure, each requiring a different response.
Let’s discuss some examples of issues that can lead to delivery failures.
Damaged Goods: The parcel was damaged during shipping.
Incorrect Delivery: The wrong item was delivered to the customer.
Defective Product: The product itself is faulty.
Recipient Unavailable: The recipient wasn't home or at the designated location when the delivery arrived.
Customer Refusal: The customer no longer wants the order or cannot accept it.
Managing failed reasons
Management console users can handle these failures through the dispatcher. On the Orders tab, they can filter orders based on two factors and, based on the workflow explained above, decide the next steps for these orders.
Delivery Attempt Number: This filter indicates the number of times the order has been attempted for delivery and failed. It requires another attempt for the next delivery or return.
Delivery Last Attempt Reason: This filter specifies the reason why the order delivery failed the last time.
After filtering orders, their statuses can be updated and they can be added to a route to continue the delivery process.