Failed deliveries (NDR) and weight disputes
Failed deliveries (NDR)
An NDR (non-delivery report) means the courier tried but could not deliver: the shopper was not home, the address was wrong, a COD shopper refused the parcel, and so on.
Open Logistics → ShipMaxx → NDR. Each row shows the AWB, the ShipMaxx order number, the reason, number of attempts, status and date.
Choose an action (only the actions ShipMaxx allows for that parcel are shown):
| Action | What it does |
|---|---|
| Re-attempt | Ask the courier to try again. |
| Return to origin | Send the parcel back to your warehouse (RTO). RTO usually costs you a return fee. |
| Escalate | Ask ShipMaxx's team to look into it. |
| Follow up | Record a note without changing the delivery plan. |
Add a note if useful (for example Customer will be home after 6 pm, confirmed on WhatsApp) and confirm. Calling the shopper before choosing Re-attempt saves many RTOs on COD orders.
Weight disputes
A weight dispute is when the courier says your parcel was heavier or bigger than you declared, and charges extra.
Open Logistics → ShipMaxx → Weight Disputes. Each row shows the AWB, ShipMaxx order, Declared → charged weight, the Extra charge, status and any Deadline.
Accept
Click Accept if the claim is right. The confirmation shows the ₹ amount that will be deducted. This cannot be undone.
Challenge
- Click Reject.
- Enter Length, Breadth, Height (cm) and Dead weight (kg) as you measured.
- The form shows Your chargeable weight: the larger of the dead weight and the volume weight (L × B × H ÷ 5000). If it is close to the courier's claim, a challenge may not be worth it.
- Add exactly 4 photos (JPEG, PNG or WebP) of the parcel on a scale and next to a tape measure.
- Click Submit challenge.
A video can't be attached from here; four clear photos are enough.
If the list says it is read-only, your ShipMaxx account can't accept or reject disputes from CartWhizz. Handle them in the ShipMaxx dashboard.
Tip: set real weights and sizes on your products. It is the best way to avoid disputes.