NDR (Non Delivery Report)
When your package has its first go at delivery but doesn't quite make it, or if for some reason it's rejected, we want to make sure we get it right. With NDR, we ask for your feedback through Shipper Central. You get to tell us if you'd like us to re-attempt the delivery, or if you'd prefer it to be marked RTO.
Non-Delivery Report (NDR) enables shippers to schedule redeliveries in case of a failed delivery.
You need to file NDR within 4 days of the undelivered shipment post which the shipment is marked RTO.
In case of a failed delivery, the following events take place:
- DA marks the package as Delivery Attempted/Rejected/Undelivered and returns the package to the delivery station [Package status changes from Delivery Attempted/Rejected/Undelivered to Hold for Redelivery]
- A 2nd attempt is made and the shipment automatically goes out for redelivery the very next day.
- In case of a 2nd failed attempt, DA again marks the package as Delivery Attempted/Rejected/Undelivered and returns the package to the delivery node station.
A 3rd attempt is made and the shipment automatically goes out for redelivery the very next day. [Package status changes from Delivery Attempted/Rejected/Undelivered to Hold For Customer Request]
How to create NDR
The NDR option is available after the 1st attempt. Shipper can raise an NDR request by using the Shipper Central portal. You can choose from one of 3 options:
1. Reattempt with Address Notes - This will trigger a reschedule with additional delivery related info that the shipper provides. (Address related info, etc.)
2. Reschedule Delivery - This will trigger a reschedule for a date given by the shipper.
3. Return to Origin - This will trigger a return event. This is used incase the customer asks the shipper to return the package. Nothing else needs to be given for this option
STEP3: Save excel and upload NDR
How to raise a claim?
Please follow the steps shown below:
Step 1: Select ‘File single claim’ if you want to file claim for one shipment. Else select ‘File Bulk claim’
Step 2: For ‘File single claim’ select appropriate reason, add tracking number & click on File Claim
Bulk Claim Creation
Please follow the steps shown below:
- Choose the shipment ID’s from the tracking page
- Click on actions and Export for bulk claims
- From the pop up – choose “Download Template”
- In the Excel thus opened enter
-
- All the TIDs (value paste it, and DO NOT format paste)
- Page the ship date in DD/MM/YYYY format
- Add declared value i.e the amount that you want to claim
- From the drop down ONLY choose the type of issue/claim type
5. Save the excel
6. Go back to the Shipping Claims landing page and click on file bulk claims from actions
7. Upload the file
8. At one go only 100 claims can be created in bulk
Claim Document
How can you dispute a claim decision?
To dispute a claim follow the below steps:
1. If the seller is not happy with the rejection of a claim, has justification backed with data & wants to re-evaluate it, they can dispute the same within 5 days of the claim rejected date. Share the google form link with the shippers and educate them to raise a dispute request with the required steps below:
a) Shippers with single/multiple Redrive Cases can select the “Single Claim File” OR “Bulk Claim File” option as applicable from the “Type of Redrive Claim:” question from the Google Form
b) For single claim, details are to be provided as requested in the form.
c) For Bulk claims, they should upload an Excel File furnishing the following details in 5 Columns:
- Shipper ID
- Shipper Name
- Claim ID
- Tracking ID
- Reason for Redrive with Proofs shared in a Google Drive Link, made accessible with “ Anyone with Link” option and pasted along with the reason.
2. Claims program team will take 4 days for resolution
3. If the seller is still not satisfied with the dispute remarks/unable to share any proofs to validate further only the respective Account Manager/Sales Manager can add in the Escalation Tracker below. To add any escalation the contest date is 5 days post rejection in the dispute tracker.
https://quip-amazon.com/s3zcAn1za4kY/Escalation-TrackerDeliveryClaims