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WareIQ’s Approach to Solving NDR – How Our Workflow Automation Works

Harsh Vaidya

Written By
Harsh Vaidya

Published on October 28, 2024

• 5 min read

NDR (Non-Delivery Report) occurs when an order cannot be delivered to the customer for various reasons, such as incorrect address details, customer unavailability, or other logistical challenges. Resolving NDRs is crucial to prevent orders from being returned to the origin and to ensure a successful delivery.

The Game Analogy: Avoiding “Game Over” in NDR Management

Think of NDR resolution as a game where you have three lives. Each failed delivery attempt represents a lost life, and the goal is to secure a successful delivery before all attempts are exhausted. If none of the channels—SMS, Email, WhatsApp, or phone calls—resolve the issue, you face “game over,” with the order heading toward Return-to-Origin (RTO).

At WareIQ, our automated NDR verification workflow is designed to help you stay in the game, ensuring a successful delivery before it’s too late. Here’s how our multi-channel system increases your chances of success and improves customer satisfaction.

Multi-Channel Workflow: From Automation to Manual Intervention

When an order enters NDR status, our system engages multiple communication channels to reach the customer. Each channel serves a unique role in maximizing engagement before the order risks going into RTO.

  1. SMS – One of the quickest ways to alert customers about a delivery issue. While it’s a fast and direct method, customer responsiveness can vary depending on how immediately they perceive the need to act.
  2. Email – A common communication tool, but less effective for time-sensitive issues. It’s best used to complement other channels since many customers check their email sporadically.
  3. WhatsApp – This is the most engaging platform for messaging, thanks to its informal and interactive nature. Customers are more likely to respond quickly, making it a key part of our Non-Delivery Report workflow.
  4. IVR Call (Robo Call) – Automated calls provide another touchpoint, though customers may overlook calls from unknown or generic numbers. While helpful in notifying customers, it’s typically less effective in resolving issues immediately.
  5. Manual Call (Human Call) – Manual intervention proves the most effective. When a real person calls, customers are far more likely to engage and resolve the issue on the spot. The personal touch makes all the difference, especially when automated methods fall short.

By leveraging multiple channels, we improve the odds of resolving NDRs. Each method has its place in the overall workflow, but channels like WhatsApp and manual calls tend to offer the highest touch rates, while SMS and emails are useful supplementary tools.

NDR Data verification cycle following first failed delivery attempt
Non-Delivery Report – NDR Data verification Cycle

How It Works: The Step-by-Step Process

Our NDR workflow triggers notifications in cycles, starting with automated methods and escalating to human intervention when needed. Here’s how the process unfolds:

  1. Initial Notification Blast: As soon as the order is flagged as Non-Delivery Report, our system sends the first round of SMS, Email, and WhatsApp notifications. This serves as the first touchpoint, encouraging the customer to respond and verify their delivery information.
  2. Escalation (After 4 hours): If no response is received, the system sends another round of notifications through the same channels to increase engagement chances.
  3. Final Attempt (After 8 hours): If the customer remains unresponsive, an IVR call is placed as one last push to capture their attention.
  4. Manual Call (After 10 hours): If all previous methods fail, a manual call is made by a human agent. This is the most effective method for resolving the issue and preventing RTO.

Tackling Fake Delivery Attempts in NDR (Non-Delivery Report) Management

Fake delivery attempts—when a delivery is marked undeliverable despite the customer being available—are a common issue. At WareIQ, we mitigate this through pincode-level analysis and customer feedback. If a particular pincode shows an unusually high number of NDRs, it raises a red flag, prompting deeper investigation.

We also cross-reference customer claims with the date and time of failed deliveries. If we identify patterns of fake attempts with a specific courier partner, we can switch to a more reliable partner. Once flagged, we reschedule the delivery and contact the customer directly via WhatsApp or manual calls to confirm their availability, reducing the risk of delays and RTO.

Why WareIQ’s Approach Works

  1. Diverse Communication Channels: By utilizing SMS, Email, WhatsApp, IVR calls, and manual calls, we ensure no customer is missed. Different customers prefer different modes of communication, and our workflow covers them all.
  2. Escalation Strategy: Our timed escalation ensures customers have multiple opportunities to respond before the issue becomes critical. This layered approach reduces pressure on customers while still encouraging prompt action.
  3. Human Intervention: Automation is efficient, but manual intervention is key. The personal touch of a manual call significantly increases resolution rates, as customers appreciate the direct engagement and problem-solving.
  4. Courier Flexibility: If we detect poor performance from a courier partner—whether due to fake attempts or low delivery success rates—we can switch partners to maintain high service levels and ensure better outcomes for our clients.

Contact us here to get in touch and get a demo on how it works.

Our ability to optimize courier selection and tap into a diverse communication strategy ensures you’re not just playing the game—you’re playing to win.

You may also like to read: Best ways to tackle NDR orders 

Supercharge your fulfilment with WareIQ now, contact our team.

WareIQ RTO Shield
Harsh Vaidya
Author

Harsh Vaidya

Harsh Vaidya is the Founder & CEO of WareIQ - a Y-Combinator-backed full-stack fulfillment solution catering to the fulfillment & shipping needs of 400+ eCommerce brands across categories. He was previously the Chief of Staff at Pitney Bowes managing Corp Dev & Strategy for $2.4 B SMB BU. He has 10+ experience in Strategy Consulting & SMB tech.

Read all of Harsh Vaidya's Posts

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Importance of Excise Duty vs Custom Duty We must understand that the objectives of custom duty and excise duty are not just about taxation. 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Any irregularities can lead to delay, penalty or even seizure of goods.  In the case of financial record keeping and legal disputes, a commercial invoice is an important part of the documentation. It can resolve any false claims for all the parties involved. Components of a Commercial Invoice The main components of a commercial invoice format are: Details of the goods in the shipment: Quantity Weight Value of goods Information related to the buyer and seller of goods including name, address, tax information, and contact details. Mode of payment and delivery of goods. Country of origin Mode of transport. Destination country, export route. IEC Code and GSTIN (Tax ID and exporter’s registration ID) Related information to obey legal and regulatory compliance. Role of a Commercial Invoice A commercial invoice contains essential information about goods and pricing terms. 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Include any mandatory declarations, tax IDs, and certifications required for customs clearance. Specify Delivery and Payment Terms: Clearly outline Incoterms to define the responsibilities of buyers and sellers. Include payment terms and due dates to avoid misunderstandings. Use Technology: Use invoicing software to automate the process and minimise errors. Save and share digital copies in universally accepted formats like PDF. Maintain Professionalism: Use your company’s logo and branding to reflect your identity. Ensure the document is free of typos and grammatical errors. Provide Contact Information: Include contact details for the buyer and seller to facilitate communication. Add customer service or support information also. Retain Records: Keep copies of all commercial invoices for tax filing, audits, and future reference. Organise invoices systematically to streamline your accounting processes. Stay Updated: Regularly review and update your commercial invoice template to comply with changing regulations. Stay informed about the latest trade requirements and industry standards. Also check - WareIQ Standard Operating Procedure for Inventory Management Excellence WareIQ: Redefining Fulfillment and Shipping WareIQ is a Y-Combinator-backed eCommerce platform offering end-to-end fulfilment solutions across D2C, marketplaces, and B2B channels. With a pan-India network of fulfilment centres in 12+ cities, WareIQ ensures seamless operations. We provide compliance with Seller Flex, FAssured, and other marketplace requirements. Our platform integrates with marketplaces (Amazon, Flipkart), D2C platforms (Shopify, Magento), and ERPs, enabling multi-channel fulfilment and AI-led inventory management to reduce stockouts.  WareIQ’s innovative shipping solutions minimise RTOs and provide next-day delivery options. All this in a cost-effective and reliable manner. 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A tax invoice specifies the amount charged for goods or services issued by registered dealers or service tax providers for tax purposes.What is a commercial invoice for customs?A commercial invoice for customs is a legal document proving a sale transaction between a buyer and seller. It is used for customs clearance and helps assess duties and taxes payable on imported goods.What is the need for a commercial invoice?A general commercial invoice is important for customs clearance. It acts as proof of transaction and supports financial accounting. By documenting key details of the sale, it ensures compliance with trade laws and protects against fraud.Who issues a commercial invoice?A commercial invoice is issued by the seller or exporter of goods. The end consumer can use it as an evidence document for future reference.

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Robotic Process Automation (RPA): Automation of repetitive tasks reduces errors and speeds up operations. For instance, robotic sorting systems in warehouses can process thousands of orders daily with minimal human intervention. Cloud-Based Systems: Cloud technology facilitates seamless communication between different nodes in the supply chain, ensuring that every stakeholder has access to up-to-date information. WareIQ: Redefining E-Commerce Fulfilment When it comes to multi-channel fulfilment solutions, WareIQ stands out as a trusted partner for businesses of all sizes. A Y-Combinator-backed e-commerce full-stack platform, WareIQ offers seamless fulfilment across D2C, marketplaces, quick commerce, and B2B (general trade and modern trade). Why Choose WareIQ? Pan-India Network: Operating a vast network of Seller Flex and FAssured-compliant centres in over 12 cities, WareIQ ensures efficient last-mile delivery across more than 27,000 pin codes. Multi-Channel Fulfilment Platform: With plug-and-play integrations for major marketplaces like Amazon, Flipkart, and Myntra, and D2C platforms such as Shopify and Magento, WareIQ supports seamless fulfilment across distributors and flagship stores. Advanced analytics capabilities help assess operational performance effectively. AI-Led Inventory Management: The Inventory LogIQ solution minimises stockouts and automates replenishment, ensuring optimal inventory levels. Tech-Enabled Returns Management: WareIQ provides a sophisticated returns quality control solution that captures and stores media evidence of returned products, helping eliminate marketplace claim rejections. Comprehensive Seller Support: From dedicated account management to assistance with APOB/PPOB registrations, GST registration, and verification processes for NDR and COD, WareIQ offers end-to-end support. For businesses looking to scale operations and enhance customer satisfaction, WareIQ offers a reliable, tech-driven solution. Learn more at WareIQ’s website. The Road Ahead for Nykaa Nykaa’s Regionalisation and Warehouse Expansion is just the beginning of its journey towards redefining e-commerce logistics. By continuing to invest in technology, sustainability, and strategic partnerships, Nykaa aims to maintain its competitive edge and deliver unparalleled value to its customers. As more companies adopt similar models, the industry as a whole will benefit from improved efficiency, reduced costs, and enhanced customer experiences. With its forward-thinking approach, Nykaa is well-positioned to lead this transformation in the Indian e-commerce landscape. Moreover, as customer expectations continue to evolve, Nykaa’s ability to innovate will play a critical role in its long-term success. By staying ahead of trends, the company can maintain its reputation as a customer-centric leader. Summing Up Nykaa’s Regionalisation and Warehouse Expansion is a testament to the company’s commitment to innovation and customer-centricity. By focusing on regionalisation, leveraging advanced technology, and building a robust warehouse network, Nykaa has set a new standard for e-commerce logistics in India. These efforts not only enhance delivery speed and reliability but also create a scalable and sustainable model for future growth. As Nykaa continues to evolve, its strategies offer valuable insights for other businesses striving to meet the demands of today’s fast-paced market. Through initiatives like same-day and next-day deliveries, the company is not just meeting expectations but redefining what’s possible in the world of e-commerce. FAQs on Nykaa’s Regionalization and Warehouse Expansion What is the significance of Nykaa’s Regionalisation and Warehouse Expansion?Nykaa’s Regionalisation and Warehouse Expansion significantly reduces delivery times and logistics costs by setting up regional warehouses closer to customer hubs. This ensures faster same-day and next-day deliveries while enhancing customer satisfaction.How does Nykaa’s Regionalisation and Warehouse Expansion improve delivery efficiency?By strategically locating warehouses in key cities, Nykaa’s Regionalization and Warehouse Expansion minimizes transit times. This allows the company to fulfil orders quickly and manage peak demands effectively.What technologies power Nykaa’s Regionalisation and Warehouse Expansion?Nykaa’s Regionalization and Warehouse Expansion leverages AI-driven inventory management, robotic process automation, and real-time tracking to streamline operations and enhance supply chain efficiency.How does Nykaa’s Regionalization and Warehouse Expansion benefit Tier-II and Tier-III cities?With warehouses spread across India, Nykaa’s Regionalisation and Warehouse Expansion ensures quicker access to beauty and lifestyle products for consumers in Tier-II and Tier-III cities, bridging the gap in e-commerce reach.What challenges does Nykaa face with Regionalisation and Warehouse Expansion?While Nykaa’s Regionalization and Warehouse Expansion have transformed its supply chain, challenges include high initial investments, logistical complexities, and adherence to regional regulations. These are addressed with technology and strategic partnerships.

January 30, 2025