When the parcel does not arrive.
WHY DELIVERIES FAIL
Nobody available Wrong or incomplete address Phone unreachable Customer refused the parcel Courier error
WHAT YOUR POLICY SHOULD STATE
What happens on a failed delivery Who pays for redelivery How long you hold the parcel
DECIDE BEFORE IT HAPPENS
Arguing after the fact costs more than the delivery.
WHAT REDUCES FAILURES
A required phone number Confirming unusual addresses before dispatch Telling customers when to expect delivery A landmark field
FOR REPEATED FAILURES TO ONE CUSTOMER
Consider requiring prepayment or self-collection for future orders.
FOR A REFUSED PARCEL
If they paid, refund less the delivery cost if your policy says so.
If it was cash on delivery, you have paid twice for nothing.
WHAT TO RECORD
Failure rate by area and by courier.
That tells you where to stop offering delivery or change courier.
