Handling failed delivery
An inaccessible address requires a decision, not an assumed second attempt. Define the exception process before dispatch.
NOVEMBER 5, 2026 EDITION · PRACTICAL FIELD NOTES
Prepare the decision before departure
An unsuccessful handoff can be an information, access or receiving problem. Planning for it means knowing who will decide the next step. Choose an exception contact and backup role at the merchant before the first collection. A shop phone number is less useful if the person answering cannot authorize a correction or return. Clarify which decisions require approval and which communication channel the relevant people will use.
Describe the event without guessing
Use neutral facts and the parcel reference. Identify an incomplete address, inaccessible entrance, unavailable receiver, conflicting opening hours or condition concern. State what needs confirmation rather than assume why a customer was absent or who is at fault. A precise event lets the merchant ask the right question. If the parcel is still at the shop, hold it while missing receiving information is resolved.
Confirm an authorized next action
Possible next steps include a correction before release, a reviewed alternative receiver, another proposed attempt or an authorized return. None is automatic. Do not improvise an unattended drop or tell the customer a new arrival time before it is confirmed. Record the decision owner and the applicable instruction version. Make sure old and new destinations are not circulating together after a change.
Close the loop and improve the next release
A return needs an address, receiving window, physical count and contact. It does not approve a refund or exchange. Close the transport record with a clear outcome or named pending decision. Review repeated causes such as missing unit numbers or incompatible receiving hours and improve the preparation process. Use anonymized examples when asking our team to review your communication needs. Response arrangements and additional movements must be agreed for the proposed work.
Check your brief
- Parcel and event identified neutrally.
- Decision owner and backup available.
- New instructions confirmed before a customer promise.
- Outcome or pending decision recorded.
Before the first dispatch
- Name an escalation contact
- Agree return conditions and potential costs
- Decide who informs the recipient
A worksheet for the handoff
Download the blank CSV worksheet and adapt it to your process. Downloading sends no worksheet data. Keep completed recipient information in your approved systems, out of the public inquiry form.
Practical questions
May a parcel be left at another door?
Only if the alternative instruction is authorized and accepted for the movement. An unsuccessful attempt is not permission to improvise.
Who decides on a return?
Use the decision owner and process agreed with the merchant and operator. The return has its own receiving requirements.
Pricing, hours, areas, integrations and acceptance are all subject to confirmation. Fragile, battery-containing and restricted shipments must be declared and reviewed before acceptance.
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Ready to plan the next round?
Tell us about your locations, volumes, schedule and exceptions. We can help clarify the request; any service proposal must still be confirmed.