What is the full form of NDR in courier and ecommerce?

In courier and ecommerce, NDR stands for non-delivery report. It is the status a courier raises when a delivery attempt fails, with a reason such as customer not available, address incomplete or parcel refused. The seller then decides what happens next. In cyber security, NDR means network detection and response, which is unrelated.

What is NDR in Shiprocket, and how do I check it?

In Shiprocket, NDR is the list of shipments the courier has reported as undelivered. Shiprocket's own guide (January 2018) places them under "Shipments – Process NDR", in an "action required" tab. For each one, you respond with "Reattempt" or "Return to Origin" and add remarks. Panels change, so check Shiprocket's current help pages if the menu looks different.

What is the difference between NDR and RTO?

An NDR is a failed delivery attempt that is still open: the parcel is with the courier, and you can ask for another attempt. RTO (return to origin) is the outcome when delivery is abandoned and the parcel is sent back to you. Every RTO usually starts as one or more NDRs, so acting on NDRs is the main way to cut RTO.

What are the common NDR reasons?

The most common are: customer not available, customer unreachable by phone, address incomplete or wrong, customer refused (often on COD), cash not ready, premises closed, and a reschedule request. Some NDRs are disputed, where the buyer says no attempt was made. Recording the reason for each NDR shows which fixes matter most for your orders.

How quickly must a seller act on an NDR?

As soon as you can, ideally the same day. Each courier or aggregator gives you a limited window to respond before its default process, often a further attempt or a return, takes over. The exact window is set by your courier or aggregator, so check your agreement. Late responses usually mean wasted attempts and more RTO.

How do you calculate and reduce your NDR rate?

NDR rate = shipments that raised an NDR ÷ shipments attempted. If 120 of 1,000 attempted shipments raise an NDR, the rate is 12%. To reduce it, validate addresses and PIN codes at checkout, confirm COD orders before dispatch, share the AWB and delivery date with the buyer, and choose couriers by their delivery record in each area.

Who decides whether to reattempt or return?

The seller decides, through the courier's or aggregator's panel or API. If the seller doesn't respond within the courier's window, the courier follows its default process. A sensible rule: reattempt when the buyer is reachable and still wants the order, with corrected details; return it when the buyer refuses or can't be reached after a fair try.

Can NDR follow-up be automated (IVR, WhatsApp, SMS)?

Yes, the buyer contact can be. Many shipping aggregators and messaging tools send an SMS, WhatsApp message or IVR call when an NDR is raised, asking the buyer to confirm a new date or address. Shiprocket's own guide (January 2018) describes SMS and IVR calls for some NDR reasons. A person should still review refusals and repeated NDRs before choosing reattempt or return.

What is an NDR (non-delivery report)?

An NDR (non-delivery report) is the status a courier raises when a delivery attempt fails: the buyer wasn't available or reachable, refused the parcel, or the address was wrong or incomplete. The seller then has to decide quickly whether to reattempt, reschedule, correct the address or let the shipment return to origin (RTO).

In ecommerce and courier use, NDR means non-delivery report. In cyber security, NDR means network detection and response; this page doesn’t cover that.

How NDRs work for an Indian D2C or omnichannel brand

Attempt fails. The delivery agent records the failure and a reason code against the AWB.
NDR raised. The courier, or your shipping aggregator, shows the shipment as undelivered and waiting for action.
Seller decides. Reattempt, reattempt on a new date, reattempt to a corrected address or phone, or return.
Courier acts. It makes the next attempt or starts the return.
Outcome. The shipment is delivered, raises another NDR, or ends as RTO.

Common NDR reasons and what to do

NDR reason	What usually happened	Best next action
Customer not available	Nobody at the address during the attempt	Contact the buyer; reattempt on a date they confirm
Customer unreachable	Phone switched off or not answered	Try another channel (SMS or WhatsApp); reattempt once
Address incomplete or wrong	Missing house number, landmark or wrong PIN code	Get the corrected address, then reattempt
Customer refused	Often a COD buyer who changed their mind	Confirm intent; if refused again, return
Cash not ready (COD)	Buyer didn’t have the amount	Reattempt on a date the buyer confirms
Premises closed	Office or shop shut at attempt time	Reattempt in business hours
Reschedule requested	Buyer asked for another day	Reattempt on that day
Disputed attempt	Buyer says nobody came	Raise it with the courier; reattempt

Example: an NDR funnel. A brand dispatches 1,000 shipments in a week (illustrative):

Stage	Shipments
Shipments attempted	1,000
Raised an NDR	120
Delivered after action	70
Went RTO	50

NDR rate = 120 ÷ 1,000 = 12%. NDR resolution rate = 70 ÷ 120 = 58%. Every unresolved NDR became an RTO, so the brand paid return freight on 50 parcels. Each NDR it converts saves that cost and keeps the sale. These numbers are illustrative.

The decision, in one line: if the buyer can be reached and still wants the order, reattempt with corrected details; if the buyer can’t be reached after a fair try or refuses, return it and stop paying for attempts.

Common mistakes

Not acting on NDRs at all. If nobody responds, the courier’s default process takes over, which often ends in RTO.
Reattempting without new information. A second attempt to the same wrong address fails the same way.
Treating every reason the same. Refusals, wrong addresses and “not available” need different actions.
Not feeding NDR reasons back upstream. Address checks and COD confirmation before dispatch prevent the next NDR.
Ignoring courier differences. Compare NDR rates by courier and PIN code before choosing who ships where.

NDR rate = shipments that raised an NDR ÷ shipments attempted. Example: 120 ÷ 1,000 = 12%.
NDR resolution rate = NDR shipments delivered after action ÷ NDR shipments. Example: 70 ÷ 120 = 58%.
NDR-to-RTO rate = NDR shipments that went RTO ÷ NDR shipments. Example: 50 ÷ 120 = 42%.
First-attempt delivery rate = shipments delivered on the first attempt ÷ shipments attempted.

NDRs in the Indian context

Aggregator panels. Shipping aggregators show NDRs for the seller to act on. Shiprocket’s own guide (January 2018), for example, places undelivered shipments under “Shipments – Process NDR” in an “action required” tab, where the seller responds with “Reattempt” or “Return to Origin”.
COD. A cash-on-delivery buyer can refuse at the door without losing any money, so refusals are mainly a COD problem. Confirming COD orders before dispatch is the usual first fix.
Addresses. Incomplete addresses and wrong PIN codes are a frequent NDR reason. Validating the PIN code and asking for a landmark at checkout helps.
Reattempt windows. Each courier or aggregator sets how long it waits for your instruction before it moves to the next step. Check that window in your courier or aggregator agreement and act on NDRs the same day.

How Fretron CommerceOS handles shipments

In Fretron CommerceOS, Ekart, ParcelX and Shiprocket shipments are booked, labelled, tracked and manifested from the order’s own screen. Delhivery and Blue Dart shipments can also be booked and labelled. Shipment tracking is part of the product. Failed delivery attempts are recorded on the order, and the RTO is started from the same record.

Questions and answers

What is the full form of NDR in courier and ecommerce?: In courier and ecommerce, NDR stands for non-delivery report. It is the status a courier raises when a delivery attempt fails, with a reason such as customer not available, address incomplete or parcel refused. The seller then decides what happens next. In cyber security, NDR means network detection and response, which is unrelated.
What is NDR in Shiprocket, and how do I check it?: In Shiprocket, NDR is the list of shipments the courier has reported as undelivered. Shiprocket's own guide (January 2018) places them under "Shipments – Process NDR", in an "action required" tab. For each one, you respond with "Reattempt" or "Return to Origin" and add remarks. Panels change, so check Shiprocket's current help pages if the menu looks different.
What is the difference between NDR and RTO?: An NDR is a failed delivery attempt that is still open: the parcel is with the courier, and you can ask for another attempt. RTO (return to origin) is the outcome when delivery is abandoned and the parcel is sent back to you. Every RTO usually starts as one or more NDRs, so acting on NDRs is the main way to cut RTO.
What are the common NDR reasons?: The most common are: customer not available, customer unreachable by phone, address incomplete or wrong, customer refused (often on COD), cash not ready, premises closed, and a reschedule request. Some NDRs are disputed, where the buyer says no attempt was made. Recording the reason for each NDR shows which fixes matter most for your orders.
How quickly must a seller act on an NDR?: As soon as you can, ideally the same day. Each courier or aggregator gives you a limited window to respond before its default process, often a further attempt or a return, takes over. The exact window is set by your courier or aggregator, so check your agreement. Late responses usually mean wasted attempts and more RTO.
How do you calculate and reduce your NDR rate?: NDR rate = shipments that raised an NDR ÷ shipments attempted. If 120 of 1,000 attempted shipments raise an NDR, the rate is 12%. To reduce it, validate addresses and PIN codes at checkout, confirm COD orders before dispatch, share the AWB and delivery date with the buyer, and choose couriers by their delivery record in each area.
Who decides whether to reattempt or return?: The seller decides, through the courier's or aggregator's panel or API. If the seller doesn't respond within the courier's window, the courier follows its default process. A sensible rule: reattempt when the buyer is reachable and still wants the order, with corrected details; return it when the buyer refuses or can't be reached after a fair try.
Can NDR follow-up be automated (IVR, WhatsApp, SMS)?: Yes, the buyer contact can be. Many shipping aggregators and messaging tools send an SMS, WhatsApp message or IVR call when an NDR is raised, asking the buyer to confirm a new date or address. Shiprocket's own guide (January 2018) describes SMS and IVR calls for some NDR reasons. A person should still review refusals and repeated NDRs before choosing reattempt or return.

RTO (return to origin)
AWB (air waybill) number
Pick and pack: wrong items packed lead to refusals
Pincode serviceability, last-mile delivery and SLA breach: in the Commerce glossary (full guides in later batches)
Shipping manifest
Order lifecycle

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Last reviewed: 5 November 2026 by Fretron.

Sources

"What Is Meant By Non-Delivery Report (NDR) And Return to Origin (RTO)?", Shiprocket blog, published 3 Jan 2018. https://www.shiprocket.in/blog/what-is-ndr-rto/ (accessed 5 Nov 2026). Describes Shiprocket's own panel; the article is dated, and the menu names may have changed.