A failed delivery needs a reason
A failed delivery is an attempt that does not result in the intended handover. Recording “not delivered” is not enough: distinguish an incomplete address, an unavailable recipient, restricted access and a refused order. Assign one main reason to each attempt and keep its history. Otherwise, the same order can become three separate problems in a report with no explanation of what happened.
Prevent problems before dispatch
Check the building number, apartment, access instructions and phone before assigning the route. Confirm receiving hours when they matter and avoid promising an arrival time the operation cannot meet. UPS allows certain address corrections or added details after an unsuccessful attempt. For your own operation, collect that information at the start instead of relying on a late correction.
Reference: UPS — Change a delivery ↗
Define the next action
Use a simple protocol: the driver records the reason, the team confirms missing information through an authorized channel, and an assigned person decides whether to reschedule, return or contact the merchant. Record the decision owner and what was communicated. Do not automatically retry every failure: repeating a trip to the same incomplete address can consume resources without changing the outcome.
Measure orders and attempts separately
Illustrative example: 100 orders receive their first attempt this week and 85 succeed immediately. First-attempt success is 85%. If ten remaining orders succeed later, you have 95 completed orders, but first-attempt success is still not 95%. Compare the same group of orders; mixing older and newer orders changes the denominator and can hide the causes.
Trust can also be restored
A useful message explains what happened, what is missing and when another update will arrive. Avoid blaming recipients with generic wording. Review the most frequent reason weekly and test one small change, such as validating apartment details at order entry. At LogiXY, your customer is the priority: attempt information should help resolve the delivery and protect that relationship.
