When a shipment cannot be delivered, it is assigned a specific Reason Code. Below you can see what each code means and the actions you need to take.
1. ⚠️ On Hold (Action required within 48 hours!)
These shipments are temporarily held at the depot. Note: If you do not respond within 48 hours, the shipment will be automatically returned.
- Incorrect address:
Error in street or house number.
Action: Provide the correct address immediately via Customer Support or the portal. - Closed business address:
The business was closed.
Action: Provide an alternative address or confirm opening hours within 48 hours.
2. 🔄 Next Attempt (Next business day)
These shipments will automatically be attempted again on the next business day.
Address & Customer
- Address not found / unreachable:
The driver could not locate the address or the street was blocked.
Tip: Add a note and the customer’s phone number in the portal for the driver. - Customer not home: (No neighbor / drop-off permission).
- Recipient underage: (Age Check required).
- Invalid OTP: (Incorrect or missing PIN code).
Logistical force majeure
These reasons are due to circumstances on the route. The shipment will automatically go with the next trip:
- Not enough time left in the route
- Vehicle was full
- Shipment delayed / Not scheduled / Mis-sorted
- Extreme weather conditions (e.g., ice or storm)
- Driver involved in an accident
3. ↩️ Direct Return (End of process)
These shipments can no longer be delivered and are returned to you immediately.
- Shipment refused by customer: (At the door).
- Maximum delivery attempts exceeded: (Standard after 2 attempts).
- Shipment damaged: (Returned; contact us for a claim if needed).
- Shipment lost: (Start an investigation or claim).