1. Nobody was available
The most ordinary reason, and often the easiest to fix. People at work miss day-time deliveries again and again until someone asks about a better time.
"Will someone be home tomorrow, or can a family member accept it?"
USE CASE For online stores with failed deliveries
NDR Calling Service: 5 reasons deliveries fail
An NDR calling service phones the customer after a failed delivery attempt, finds out what really happened and records what to do next, while the courier can still try again. NDR stands for non-delivery report. An AI voice agent can make these calls in the customer's language. This guide covers the 5 common reasons, what to ask for each, a ready script and a planner for any parcel.
- A call soon after the failed attempt
- Hindi, English and 7 more languages
- A clear next step for your team
The basics
What an NDR call is really for
NDR stands for non-delivery report: the courier's note that a parcel could not be delivered. That note is short and sometimes wrong, and couriers usually try only a limited number of times before the parcel starts its trip back to you. A call finds out what actually happened while there is still time to act. This is how one can sound when the customer disagrees with the report:
NDR call · Footwear store · HinglishExample conversation
AI agentNamaste Neha ji, main [Store] se bol rahi hoon. Courier ki report ke hisaab se kal aapka parcel deliver nahi ho paya. Kya aapko kisi ne call kiya tha?
CallerNahi, mujhe koi call nahi aaya. Main poore din ghar par thi.
AI agentAchha, yeh main team ko bata deti hoon. Kya parcel phir se bheja jaye?
CallerHaan, lekin dopahar ke baad.
AI agentTheek hai, dopahar ke baad ka note kar liya. Kya yahi number courier ke liye sahi hai?
CallerHaan, yahi.
AI agentDhanyavaad Neha ji. Aapki baat aage bhej di gayi hai.
✓ Report disputed✓ New time noted✓ Number confirmed
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Hear one yourself
Hear a delivery follow-up on your own phone
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How it works
From failed attempt to a clear decision
The agent finds out and records. Your team, or your shipping panel, tells the courier what to do.
- 01The courier marks a failed attemptThe NDR appears in your shipping panel or courier report, with a reason that may or may not be accurate.
- 02You share the NDR listA sheet with order, number, product, reason and attempt count is enough to begin. A direct link can follow after a feasibility check.
- 03The agent callsSoon after the report, inside calling hours, while the courier can still act.
- 04It finds out what happenedIt asks what went wrong instead of reading out the courier's reason, in the customer's language.
- 05It records the next stepA new day and time, a corrected address, a cancellation, or a request to speak to a person.
- 06Your team instructs the courierYou get a clear list of actions. The agent does not change anything with the courier itself.
The reasons
The 5 reasons, and what to ask for each
Each reason needs a different question. A single script that asks "shall we try again?" misses most of what you could fix.
2. Address or landmark problem
The courier could not find the place, or could not reach the customer to ask. Read the address back and ask for what is missing.
"Could you tell me the flat number and a landmark nearby?"
3. The customer refused it
Do not argue. Find out why, since a wrong item is your problem to solve, while a changed mind is useful to know about your product or your ads.
"May I ask what went wrong with this order?"
4. Cash was not ready
Common with cash on delivery, and usually not a refusal at all. State the amount due and ask when it will be easier.
"The amount is [amount]. Which day would suit you for delivery?"
5. Customer says nobody came
Note it calmly, without blaming anyone, and arrange another try. One case proves nothing, but a pattern by courier or area is worth raising.
"I am sorry about that. I will note it. Shall we send it again?"
Free tool
Plan the call for one failed parcel
Choose the reason and the attempt. The planner shows when to call, what to ask and what your team should do next.
Your plan for this parcel
When to call
What the agent asks
What your team does next
One more thing
A starting plan: check it against your courier's rules. Nothing is sent or saved.
Side by side
NDR follow-up by AI call, message or support team
A message works for buyers who respond to messages. The rest need a call, and sooner is better than later.
| AI call | SMS or chat message | Support team | Leaving it to the courier | |
|---|---|---|---|---|
| Reaches buyers who ignore messages | Yes | No | Yes | Sometimes |
| Finds out the real reason | Yes, by asking | Only if they reply | Yes | Only the report |
| Gets a corrected address | Yes, it notes it | Only if they type it | Yes | Rarely |
| Speaks the buyer's language | 9 Indian languages | One per template | Whoever is on shift | Depends on the rider |
| Copes with a busy day's NDRs | Many calls in parallel | Yes | Only with more people | Not applicable |
| Leaves a record | Recording, transcript, outcome | Reply, if any | Depends on the team | Status update |
| Best for | Every NDR worth saving | A first nudge | Disputes and tricky cases | Nothing urgent |
Timing
Why speed and the attempt count matter
An NDR is a parcel on a clock. These four habits matter more than clever wording.
Call the same day
Memory of the missed delivery is fresh, and your instruction can still reach the courier in time for the next try.
Know how many tries are left
Courier rules differ, so check your contract. Put the attempt count on your list, so the agent can call the parcels nearest to returning first.
Learn your cut-off
Couriers need instructions by a certain time to act the next day. Plan your calling so that results reach your team before then.
Stop when it is settled
Once a customer has clearly said no, stop calling. Repeat calls about a parcel someone does not want only annoy them.
Script
एनडीआर कॉल की हिंदी स्क्रिप्ट
Start by asking what happened, not by reading the courier's reason. Then record one clear next step.
एजेंट: नमस्ते [नाम] जी, मैं [स्टोर] से बोल रही हूँ। आज आपका पार्सल डिलीवर नहीं हो पाया। क्या बता सकते हैं कि क्या हुआ था?
ग्राहक: मैं घर पर नहीं था।
एजेंट: कोई बात नहीं। कल घर पर कोई रहेगा, या किसी और दिन भेजें?
ग्राहक: कल शाम को रहूँगा।
एजेंट: ठीक है। क्या पता सही है: [पता]? पास का कोई लैंडमार्क भी बता दीजिए।
ग्राहक: [लैंडमार्क] के पास।
एजेंट: धन्यवाद, मैंने नोट कर लिया है। आपकी बात आगे भेज दी गई है।
Agent: Namaste [Name] ji, main [Store] se bol rahi hoon. Aaj aapka parcel deliver nahi ho paya. Kya bata sakte hain kya hua tha?
Customer: Main ghar par nahi tha.
Agent: Koi baat nahi. Kal ghar par koi rahega, ya kisi aur din bhejein?
Customer: Kal shaam ko rahunga.
Agent: Theek hai. Kya pata sahi hai: [Address]? Paas ka koi landmark bhi bata dijiye.
Customer: [Landmark] ke paas.
Agent: Dhanyavaad, maine note kar liya hai. Aapki baat aage bhej di gayi hai.
Agent: Hello [Name], this is [Store]. Your parcel could not be delivered today. Could you tell me what happened?
Customer: I was not at home.
Agent: No problem. Will someone be home tomorrow, or shall we send it another day?
Customer: I will be home tomorrow evening.
Agent: Thank you. Is the address [Address] correct? Could you add a landmark nearby?
Customer: Near [Landmark].
Agent: Thank you, I have noted that and passed it on.
Before you start
Ten points to settle before your first NDR call
Most of these are quick to decide, and each one prevents a parcel from falling between your team and the courier.
- The details on your NDR listOrder, number, product, amount, address, reason and attempt count.
- When the list reaches the agentFix a time each day, early enough for same-day calls.
- The courier's instruction cut-offFind out by when a new instruction must reach the courier.
- Which parcels go firstThose nearest to their last attempt, then the higher-value ones.
- How many tries to makeDecide the number of calls and how far apart they should be.
- Who instructs the courierName one person or set one process for acting on the results.
- What the agent may promiseIt can note a request, but should not promise a delivery date.
- The name the buyer hearsUse your store name, since buyers know you and not the courier.
- The first language by regionSet it by delivery state, and let the agent follow anyone who switches.
- Which questions go to staffRefunds, damaged items and disputes need a person.
Measuring it
How to measure your NDR calls
Do not rely on anyone's percentage, ours included. Your own parcels will tell you what the calls are worth.
Compare two groups
In the same weeks, call some NDR parcels and leave a similar set uncalled. Then compare how many of each were finally delivered.
Wait for parcels to finish
Count a parcel only when it has been delivered or returned, because a re-attempt can still fail after a good call.
Count by reason
Address problems and "not at home" should respond better than refusals. If they do not, look at your script and your timing.
Watch for patterns
Reasons from the calls can show that one courier, area or product causes more failures. That is often worth more than the saved parcels.
Getting started
Start NDR calls in 4 steps
Start small so that you can compare results. Most campaigns go live in 24 hours to 7 days.
1. Share your NDR flow
Tell us how reports reach you, your courier cut-off and who acts on the results.
2. Approve the script
We write it with you, and the agent calls you for a test in your language.
3. Run a test group
Call part of your NDR parcels, and leave a similar group uncalled.
4. Review and widen
Compare final deliveries, read the transcripts and change what did not work.
Avoid these
NDR mistakes that waste the last attempt
Calling too late
Fix: a call after the courier's cut-off, or after the final attempt, can no longer save the parcel. Match your calls to the cut-off.
Blaming the customer
Fix: the report may be wrong. Ask what happened, and leave blame out of it, since you want this person to accept the parcel.
Believing every report
Fix: treat the reason as a starting point. What the customer tells you is often more useful than the status on your panel.
Taking no action afterwards
Fix: a new time means nothing until the courier knows. Give one person the job of sending these instructions.
Slipping in an offer
Fix: this call is about a parcel they already ordered. Keep it short and helpful, and leave offers for another time.
हिंदी में
एनडीआर का मतलब क्या है, आसान शब्दों में
एनडीआर यानी नॉन-डिलीवरी रिपोर्ट। जब कूरियर पार्सल नहीं पहुँचा पाता, तो वह एक कारण लिखकर रिपोर्ट करता है। कूरियर कुछ ही बार कोशिश करता है, और उसके बाद पार्सल वापस आ जाता है, जिसका ख़र्च आपको उठाना पड़ता है।
एनडीआर कॉल में एआई एजेंट ग्राहक से पूछता है कि असल में क्या हुआ था, और नया समय या सही पता नोट कर लेता है। फिर आपकी टीम कूरियर को बताती है कि आगे क्या करना है। शुरुआत कुछ पार्सल से कीजिए और देखिए कि कॉल के बाद कितने डिलीवर हुए।
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FAQ
NDR calling service: your questions
01What is an NDR calling service?
It is a service that calls customers after a failed delivery attempt, finds out what happened and records the next step, such as a new delivery time or a corrected address, so that the courier can try again.
02What does NDR mean in ecommerce?
NDR stands for non-delivery report. It is the courier's record that a delivery attempt failed, usually with a short reason such as customer not available.
03When should the NDR call be made?
The same day if possible, inside calling hours of generally 9 AM to 8 PM, and before your courier's cut-off for new instructions.
04How many delivery attempts do couriers make?
It varies by courier and contract, and it is usually a small number. Check yours, and add the attempt count to your NDR list so that the last attempts get called first.
05What if the customer does not answer?
You decide how many tries to make and how far apart. After that, the parcel is marked as not reached, so your team can decide what to do.
06Can the agent instruct the courier directly?
To begin, no. It records the customer's answer and your team or shipping panel passes it on. A direct link can be looked at after a feasibility check.
07Can it correct a wrong address?
It reads the address back and notes the corrected address or landmark in the customer's own words, so that your team can update it.
08Does an NDR call reduce RTO?
It can help, because it fixes problems while the courier can still act. It cannot save every parcel. Test it with a called and an uncalled group to see the effect on your own orders.
09Does it work with my shipping panel?
You can begin with a daily list exported from your panel. A direct link is possible after a feasibility check.
10Which languages can it use?
English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam. You can set the first language by delivery state, and the agent follows a customer who switches.
11How do I start an NDR calling service?
Leave your number in the form on this page to hear a call. Then share your NDR flow and courier cut-off. Most campaigns go live in 24 hours to 7 days.
The AI agent calls in English and in eight languages listed in the Eighth Schedule of the Constitution of India: Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam.
Keep reading
More on calls after an order
NDR calls work best alongside the other calls in the life of an order.
About Troika
Who runs your delivery follow-ups
Troika Tech Services has worked with Indian businesses since 2012. As an AI calling company, we set up, run and improve AI calling campaigns as a fully managed service, so your team decides and approves while ours builds and runs. You share the NDR list and the rules, we run the calls, and your team gets one clear next step for each parcel.
Clients across the country use us as an AI calling company in India, and our team in Mira Road East makes us an AI calling company in Mumbai you can visit. See how our AI calling agents in Mumbai work for local businesses, read the guide to AI calling agents, or explore the wider set of AI agents we build.
Try it on your own phone
Get a call from our team within 24 hours
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes