Search by status in the Shipping Portal and click a shipment: the panel on the right shows the reason (reason code). The reason determines what happens next and whether you need to do anything.
Finding undelivered shipments
- Go to Shipments in the Shipping Portal.
- Type Not delivered in the search bar and choose the Status suggestion. To search for a specific reason, choose Reason code.
- Click a shipment. The panel on the right shows the reason.
Check this every morning. Spot an address error? Correct the address straight away via Change details, so the parcel can be offered again sooner.
Action needed from you
- The address seems incorrect: error in the street name or house number.
- Business address closed: the business was closed.
Provide a correct or different address as soon as possible in the Shipping Portal or via customer service. If no new address follows, the shipment is returned to you.
New attempt on the next working day
- The address was not found or Address not accessible: for example because of a closed road. Tip: add a note and the recipient's phone number.
- Recipient was not home: no neighbour or leave-behind permission.
- Recipient was underage: an age check showed the recipient was too young.
- Invalid OTP: the one-time PIN was missing or incorrect.
- Parcel was delayed or No time left in timeslot: circumstances in our network meant it could not be delivered on time.
- Extreme weather conditions: for example black ice or storms.
The first four count as a delivery attempt. For delays or weather, you don't need to do anything.
Returned to you or destroyed
Depending on the agreements in your contract, we return the shipment or destroy it. If it is destroyed, you see the status Destroyed.
- Refused by customer: the shipment is returned straight away.
- Max failed attempts: after 2 failed attempts. This number cannot be changed. If the driver ran out of time before offering the parcel, that does not count as an attempt.
- The parcel is damaged: want to submit a claim? Read How do I submit a claim and what are the deadlines?
Has a parcel gone missing? Read The recipient hasn't received the parcel. What now?