Introduction
A Non-Delivery Report (NDR) occurs when a shipment cannot be delivered to the customer due to address issues, customer unavailability, or other exceptions. Filing an NDR and raising a Claims request helps you recover charges and take corrective action so you’re not financially impacted by delivery failures.
This article explains how NDRs and Claims work in the Amazon Shipping portal, when to use them, and how to track and resolve them.
Table of Contents
What is a Non-Delivery Report (NDR)?
When should I raise an NDR?
How to raise an NDR
How Claims work
How to raise a Claim
Viewing NDR/Claim status
FAQs
What is a Non-Delivery Report (NDR)?
An NDR (Non-Delivery Report) is created when Amazon Shipping is unable to successfully deliver an order to the customer. This means the shipment was returned to the hub or carrier due to delivery exceptions.
Reasons might include:
Incorrect/incomplete delivery address
Customer unavailable to receive the order
Refused delivery
Other delivery exceptions
When should I raise an NDR?
Raise an NDR when:
A shipment shows delivery exception or returned to hub status
The delivery attempt failed and the item is returned
Do not raise an NDR if the shipment is still in transit or delivery has not yet been attempted.
How to Raise a Non-Delivery Report (NDR)
Follow these steps:
Open the Amazon Shipping portal.
Go to NDR
Initiate NDR Creation.
Select Shipments and Download Template
Upload Completed NDR File
How Claims Work
After an NDR is filed and the shipment is confirmed undelivered, you may be eligible to file a Claims request for reimbursement or reversal of charges.
Claims are typically raised when:
Paid transportation charges are incurred for a shipment that was never delivered
The item is returned unused
A verified delivery exception was caused by non-fulfillment
How to Raise a Claims Request
Go to Shipments → NDR/Claims in the Amazon Shipping portal.
Locate the shipment that has an accepted NDR.
Click Raise Claim next to it.
Select the Claim reason from the dropdown.
Upload supporting documents (e.g., invoice, proof of NDR).
Add additional context in the note box if needed.
Submit the claim.
Once submitted, it enters the review stage and you’ll be notified with the outcome.
Viewing NDR & Claim Status
After filing:
Returned to Shipments → NDR/Claims
Use filters to view:
Pending NDRs
Accepted NDRs
Rejected Requests
Claims in review
Claims resolved
Each entry shows current status and important dates.
FAQs
What’s the difference between NDR and a Claim?
NDR (Non-Delivery Report) indicates a delivery failure (order not delivered).
Claim is a formal request for reimbursement or reversal for an undelivered shipment after the NDR is accepted.
How long does it take for an NDR to be reviewed?
NDR review timelines vary, but you’ll receive portal notifications once the status changes.
What documents should I attach with a Claim?
Attach:
Shipment invoice or consignment note
NDR confirmation screenshot
Any delivery exception proof
Can I raise a Claim without an accepted NDR?
No. Claims can only be filed for shipments with an accepted NDR.
Will filing an NDR impact my seller standing?
No. Filing NDRs is part of normal operations and does not negatively affect your account if used correctly.
What if the wrong delivery address was provided by the customer?
Raise an NDR citing the address issue. Amazon Shipping will verify before accepting the NDR.
My shipment shows delivered but customer says they didn’t get it. What should I do?
Confirm the delivery proof in the portal (timestamp, location)
If genuine mismatch, raise a Claim with evidence such as customer communication and order history.