Ask after a failed delivery
When a courier can't deliver (the customer was out, the address was hard to find), the parcel often comes back to you unless someone acts quickly. RTO Protection asks the customer on WhatsApp straight away.
How it works
- Your courier (ShipMaxx, Shiprocket, Delhivery or another connected courier) reports a failed delivery attempt.
- The customer gets a WhatsApp message: "Hi Asha, the courier could not deliver your order 100245 from Your Store. Please tell us what to do next by tapping a button below." It has three buttons: Deliver tomorrow, Change address and Cancel order.
- The answer goes to the courier, using the actions that courier offers:
| The customer chooses | What the courier is asked to do |
|---|---|
| Deliver tomorrow | Deliver on tomorrow's date (Delhivery, Shiprocket), or try again (ShipMaxx) |
| Change address | The customer gets a link to a short form on your store. The new address goes to the courier (Delhivery, Shiprocket) |
| Cancel order | Return the parcel to you (ShipMaxx, Shiprocket) |
When a courier has no way to take an answer through the store (for example Change address with ShipMaxx, or Cancel order with Delhivery), or the courier refuses it, the answer waits for you. You get a Failed delivery needs you alert in the CartWhizz Admin app, and you act on it from the courier's NDR page.
Each failed attempt is asked about once, at most once a day and three times per parcel. Only the number the message went to can answer, and the first answer counts. A question that gets no answer in 48 hours, or whose parcel was delivered or returned meanwhile, is closed.
Where you see it
- On the courier's NDR page (Shipping → ShipMaxx / Shiprocket / Delhivery → NDR): the Customer's answer column.
- On the order page: the Failed deliveries card lists each attempt, what the customer chose and what the courier was asked to do. The order's notes say the same.
- In the CartWhizz Admin app, on the order.
Set it up
- Turn on Ask after a failed delivery in Sales → COD confirmations → Settings. It is on by default.
- Open Messaging → Templates, check the WhatsApp template for Failed delivery question (named Default) and submit it to WhatsApp. Until it is approved, failed deliveries go to you instead.