Customer Unavailable NDR: Dispute a Fake Delivery Attempt
Courier says customer unavailable. Buyer says nobody came. Keep both accounts and request a useful next action.
October 24, 2026 · Practical seller guide
Quick answer
A customer-unavailable NDR is a failed-delivery report saying the buyer could not receive or be reached for the parcel. If the buyer says nobody came, record the disagreement and collect evidence before calling it a fake delivery attempt. Request investigation and, where permitted, a reattempt with the buyer's confirmed availability.
Start with the buyer's account, without assuming blame
“Customer not available” can arrive while your buyer is waiting for the parcel. The seller then has to reconcile the courier remark, the buyer's messages and the risk of a return. Start by identifying the correct airway bill (AWB) and order. A repeat customer may have more than one shipment, so confirm which parcel is being discussed.
Ask whether anyone called or visited, what time the buyer was available and whether they still want delivery. Keep the answer in its original wording. A complaint that nobody came is relevant evidence, but it is not an independent finding of misconduct. Your immediate job is to preserve the facts and request the next useful action.
Read the evidence: the customer-unavailable NDR data study from a seller's courier export explains why this remark needs investigation, with the exact observed figures and the limits of courier-reported reasons. It is not a market benchmark or a count of proven fake attempts.
Collect an evidence trail that another person can use
- Buyer reply with timestamp: retain the WhatsApp response about calls, visits and availability. Include enough conversation context to understand the order.
- Call records: save relevant missed or received call details where the buyer can provide them. Note any limits in what those logs cover.
- Courier remark: capture the reported reason and shipment reference before the panel changes. Preserve the original wording.
- Attempt time: distinguish the time of the alleged attempt from the time the courier published it and the time your team noticed it.
- Requested outcome: record whether the buyer wants reattempt, address correction or cancellation. Save the active number and availability window where relevant.
Share only the details needed for the case through the provider's authorised route. A handoff should let the next team member understand the chronology without searching private chats. Keep earlier screenshots and notes when a later event changes the status; otherwise the record can lose the disagreement you need investigated.
Three copyable WhatsApp templates: English and Hinglish
Replace the bracketed fields before sending. Each block contains an English version and a Hinglish version; copy the block and choose the version that suits the buyer. These are suggested messages written for this guide, not quotations from the research. They request facts and consent without promising a courier outcome.
After a failed attempt
English: Hi [name], your order [order reference] has a courier update saying customer unavailable. Did anyone call or visit, and at what time? Do you still want the parcel? Please reply so we can request the next step. Hinglish: Hi [name], aapke order [order reference] par courier ne customer unavailable update diya hai. Kya kisi ne call kiya ya delivery ke liye aaye? Kis time? Kya aapko parcel abhi bhi chahiye? Reply kar dein, hum next step request karenge.
Confirm availability before reattempt
English: Hi [name], before we request another attempt for [order reference], please confirm when you can receive the parcel, an active phone number and the COD balance [amount, if applicable]. We will share this window with the courier; the exact delivery time depends on them. Hinglish: Hi [name], [order reference] ke reattempt ke liye batayein aap kis din aur kis time parcel le sakte hain. Active phone number aur COD balance [amount, agar lagu ho] confirm kar dein. Hum courier ko availability bhejenge; exact delivery time courier par depend karega.
Confirm an address correction
English: Hi [name], please send the complete corrected address for [order reference]: receiver name, flat/building, street, landmark, pincode and active phone number. We will check whether the courier can accept this correction and confirm the next step. Hinglish: Hi [name], [order reference] ka poora sahi address bhej dein: receiver name, flat/building, street, landmark, pincode aur active phone number. Hum check karenge ki courier yeh correction accept kar sakta hai ya nahi, phir next step batayenge.
Raise the discrepancy and request a reattempt
Use the current provider portal or escalation route. State that the buyer disputes the recorded attempt, attach the supporting timeline and ask the provider to investigate. Put the AWB and intended action near the beginning so the support person can locate the parcel. Ask for a reattempt with the buyer's confirmed availability window and active number if the shipment remains eligible.
A useful request says what was recorded, what the buyer reports and what you want next. Avoid an unsupported accusation against a named delivery person. Ask for the attempt or contact record when the accounts differ. If the provider needs evidence in a particular form, follow the current instructions and keep a copy of what was submitted.
For Shiprocket users, follow the Shiprocket NDR panel guide and verify exact steps in its current help centre. For another reason, consult the NDR reasons and courier-request table. Different remarks can need different evidence even when the buyer still wants the parcel.
A manual sequence for your team
- Open the case. Match order and AWB, capture the remark and assign an owner. Check the live action deadline immediately.
- Ask the buyer. Use the failed-attempt message, then call if the answer is unclear. Save the timestamped reply and relevant supporting records.
- Confirm readiness. Verify the address, receiver, contact number, availability and COD balance. Resolve an incorrect amount before requesting collection again.
- Submit the supported request. Raise the disagreement with its evidence and request the buyer-approved action. Retain the reference and submission time.
- Check acknowledgement. Record what the provider accepted, rejected or asked you to clarify. Leave unacknowledged requests open for follow-up.
- Verify the next outcome. Review tracking and buyer feedback. Keep repeated failures linked to the original case and check physical receipt if the parcel returns.
What to do after another failed update
Compare the new remark and attempt time with the earlier request. Ask whether the courier used the corrected details and whether the buyer received contact. Repeating the same request without reviewing the new event can hide a serviceability issue, an incorrect number or a changed buyer decision.
If the parcel is returned to you (RTO), check whether another action remains possible before offering one. Track the return until you physically inspect it. Separately investigate any collection mismatch using the COD remittance guide. A delivery complaint and a money discrepancy can share an order but need different closure evidence.
Where RxFlow fits
NDR automation for Instagram and WhatsApp sellers connects the courier event, buyer reply and assigned follow-up. RxFlow's configured workflow can collect a decision and route an unanswered case to a person. Confirm supported requests and approval rules during setup. It cannot establish that a disputed visit was fake or guarantee that a reattempt will succeed. Share the Hindi NDR and reattempt guide with the people who handle these replies.
Customer-unavailable and fake-attempt questions
Why does the courier say customer unavailable when the buyer was home?
The remark records the courier's account and may be disputed. It does not establish whether a call or visit occurred. Ask the buyer for the timeline, retain the reply and request an investigation with the attempt details.
How do I dispute a fake delivery attempt?
Use the provider's supported dispute or escalation route. Include the AWB, reported reason and time, buyer's timestamped response and relevant call records. Ask for an investigation and a reattempt using the confirmed availability window where permitted.
Are call logs enough to prove the attempt was fake?
No. They can support a timeline but may not show every possible contact or a physical visit. Preserve the buyer's account and courier evidence together. Avoid presenting an incomplete record as conclusive proof.
Can I promise the buyer a reattempt time?
You can collect a useful availability window and send it to the courier. Promise a specific slot only if the provider explicitly confirms that service. A request or acknowledgement does not itself guarantee the next visit.
What if the parcel is already being returned?
Check the current tracking state and ask which actions remain available. Do not promise that a return can be stopped. Keep the buyer informed and track the return to physical receipt if another attempt is unavailable.
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