Guide · OrderMatrix
What is NDR? Non-Delivery Report in Indian Ecommerce, Explained
Every time a courier driver cannot complete a delivery, they file an NDR — a Non-Delivery Report — explaining why: customer absent, phone not reachable, address not found, customer asked to reschedule, or refused.
Most courier partners in India give you a window (often 24–48 hours) to respond to an NDR before initiating the return. If you do not act, the package begins its journey back to you as an RTO.
The fastest action is to call or WhatsApp the customer, confirm they want the order, and update the delivery instructions or timing with the courier.
Ignoring NDRs is one of the fastest ways to inflate your RTO rate. For COD sellers in India, NDR management is a daily operational task.
OrderMatrix tracks dispatched orders by status. When you enter AWB numbers, you can follow up on outstanding deliveries — and log returns with reason codes when orders do come back.
Frequently asked questions
What does NDR mean?
NDR stands for Non-Delivery Report. It is a notice from the courier that a delivery attempt was made but failed, with a reason code (customer absent, address not found, customer refused, etc.).
What is the difference between NDR and RTO?
An NDR is an event — a failed delivery attempt. An RTO is the outcome — the package returned to origin. An NDR that is not resolved within the courier's re-attempt window usually becomes an RTO.
How do I respond to an NDR?
Contact the customer immediately — call or WhatsApp. Confirm they want the order and update delivery preferences with the courier (new time slot, updated address, or ask for a pickup point). Do this within the courier's NDR window.
How long do I have to respond to an NDR?
Typically 24–72 hours, depending on the courier and their NDR policy. Check your specific courier partner's terms — timelines vary between Delhivery, DTDC, BlueDart, and others.
Can I prevent NDRs?
You cannot prevent all NDRs, but you can reduce them: verify address and phone before dispatch, call the customer for COD orders, and use a courier that supports WhatsApp-based rescheduling.
Does OrderMatrix handle NDR management?
OrderMatrix records dispatch status and lets you log returns with reason codes. It does not have a live courier API integration — AWB numbers and tracking are entered and monitored manually. An API integration is on the roadmap.
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