NDR & NPR Management — Turn Failed Deliveries and Pickups Into Successful Outcomes

Frequently Asked Questions

What is NDR and why does it matter for e-commerce brands?

NDR (Non-Delivery Report) is generated when a courier fails to deliver a shipment on the first attempt — common reasons include customer unreachable, address incomplete, delivery refused, or premises closed. Unresolved NDRs lead to RTO (return-to-origin), costing brands double freight, lost inventory days, and damaged customer experience. Effective NDR management converts failed deliveries into successful ones.

How does WhatsApp-based NDR resolution work?

When an NDR is flagged, ProShip automatically sends the customer a WhatsApp message with delivery failure details and options to provide a new address, choose a preferred reattempt date and time slot, or confirm availability. The customer's response is captured and pushed directly to the courier for the next attempt — eliminating manual follow-up and accelerating resolution. This costs ₹1 per AWB.

How does Prozo handle non-delivery reports differently from other platforms?

Prozo's NDR management combines real-time automated flagging within minutes of courier status updates, rule-based auto-actions for common NDR reasons, WhatsApp resolution with auto-collected reattempt details, tele-calling with brand-specific scripts, a strict minimum 3 attempts policy before RTO, and full funnel analytics from NDR to delivery or RTO. Most platforms only offer basic NDR dashboards without automated resolution workflows.

How quickly are NDRs flagged after a failed delivery attempt?

NDRs are flagged within minutes of the courier's status update — not at end of day. ProShip monitors courier partner feeds in real time and triggers the appropriate resolution workflow the moment a non-delivery event is recorded. This rapid flagging is critical because the sooner an NDR is acted upon, the higher the probability of successful reattempt delivery.

What are the most common NDR reasons and how does ProShip handle each?

The most common NDR reasons are customer unreachable, delivery rescheduled, address incomplete, delivery refused, premises closed, and external factors (traffic, weather, vehicle breakdown). ProShip handles each with configured auto-actions: customer unavailable triggers WhatsApp reattempt scheduling, address issues trigger address correction via SMS, refusals trigger tele-calling with brand scripts, and unreachable customers get escalated to the brand's support team.

How does tele-calling work for NDR resolution on ProShip?

ProShip's dedicated tele-calling teams contact customers using brand-specific scripts after automated WhatsApp resolution fails or for high-value orders. Callers confirm delivery intent, collect updated addresses, schedule preferred reattempt dates, and resolve objections. Call outcomes are logged and pushed to the courier for the next delivery attempt, with full call recordings available for quality review in the Call Recordings tab.

What is the minimum delivery attempts policy before RTO?

ProShip enforces a strict minimum of 3 delivery attempts before any shipment is marked for RTO (return to origin). Each attempt is tracked with reason codes, timestamps, and resolution actions taken between attempts. This policy maximizes every chance of successful delivery and prevents premature RTOs that cost brands double freight and lost revenue.

Can I configure custom NDR resolution rules per courier or zone?

Yes, ProShip supports fully configurable NDR auto-action rules that can be set per courier partner, delivery zone, NDR reason code, shipment value, and payment mode. For example, you can configure COD shipments above a certain value to always trigger tele-calling, while low-value prepaid orders may use WhatsApp-only resolution. Rules are managed from the ProShip dashboard without engineering involvement.

What NDR analytics does ProShip provide?

ProShip provides end-to-end NDR funnel analytics covering NDR creation rates, reason-wise breakdown, resolution method effectiveness, reattempt success rates, time-to-resolution, and final RTO conversion by courier, pincode, and zone. These analytics help brands identify systemic delivery issues, hold couriers accountable, and continuously improve their delivery success rates.

How much can effective NDR management reduce RTO rates?

Effective NDR management through ProShip typically reduces RTO rates by 15–30% compared to manual or basic dashboard-only approaches. The improvement comes from faster flagging, automated multi-channel customer outreach, minimum 3 attempts enforcement, and data-driven reattempt scheduling. The exact reduction depends on the brand's product category, COD ratio, and customer demographics.

What is NPR and how is it different from NDR?

NPR (Non-Pickup Report) is generated when a courier fails to pick up a return shipment from the customer's location. While NDR deals with failed forward deliveries, NPR deals with failed reverse pickups. Both are managed through dedicated modules in ProShip with similar workflow patterns: flagging, reattempt scheduling, tele-calling, and analytics. However, NPR does not support WhatsApp-based resolution — reattempts are managed through scheduling and tele-calling.

How does ProShip manage failed reverse pickups (NPR)?

ProShip flags every failed reverse pickup in real time with the NPR reason and customer pickup address. From the NPR dashboard, brands can reattempt the pickup with the same or a different reverse courier partner (Shadowfax Reverse, Delhivery Reverse, etc.), cancel the pickup, or process bulk actions. Tele-calling with call recordings is available for resolving complex NPR cases.

What NPR actions are available in the ProShip dashboard?

The NPR dashboard provides two primary actions: REATTEMPT (schedule a new pickup attempt with the same or different reverse courier) and CANCEL (close the NPR if the customer no longer wants to return). Bulk Actions allow processing multiple NPRs simultaneously. The dashboard shows pending NPRs, initiated reattempts, closed NPRs, and call recordings.

Can I filter and search NPRs in ProShip?

Yes, NPRs can be filtered by order number, AWB number, city, state, and created date. The dashboard provides full visibility into NPR status description, OFP (Out for Pickup) attempt count, courier partner details, pickup address, and payment information for each failed pickup.

Why is NPR management important for customer experience?

Unresolved NPRs mean customers are stuck waiting for a return pickup that never arrives. This leads to delayed refunds, increased support tickets, negative reviews, and customer churn. Effective NPR management through ProShip ensures every failed pickup is flagged and reattempted promptly, keeping the reverse logistics promise brands make to their customers.