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Streamlining Non Delivery Returns

Our client, an India headquartered e-commerce company with pan-India presence experienced unsustainably high non delivery returns (“NDR”) in cash on delivery (“COD”) cases. NDR was one of the major concerns for our client, where orders could not be fulfilled, as a result of various factors including courier and customer denials.  

Solution offered

Working closely with our client to address the problem statement at hand, we did real time technology integration with our client’s delivery management panel using API stack.

Data points for NDR were sent out for the customer experience on real time basis to get in touch with the customers. 

Reasons for NDR were captured on real-time basis and the same was corroborated with the customers to verify if the courier failed to deliver the product.


  • Significant reduction in NDR as customers can be contacted and patched with the courier on a real-time basis
  • Cluster wise delivery and return analysis are provided to courier partners
  • Better performance and KPI monitoring for courier services
  • Higher customer satisfaction achieved