How to Reduce Failed Deliveries

A failed delivery occurs when a courier is unable to successfully hand over a package to the intended recipient. For businesses, repeated failed deliveries can lead to additional costs, delays, returned packages, and unhappy customers.

Failed deliveries can happen for many reasons. The recipient may be unavailable, the address may be incomplete, the phone number may be incorrect, or the courier may have difficulty locating the destination.

For businesses in Nigeria, reducing failed deliveries requires good preparation, accurate customer information, clear communication, and a reliable delivery process.

Here are practical ways to reduce failed deliveries and improve the chances of successful delivery.

1. Confirm the Customer's Delivery Details

Before dispatching an order, review the customer's information carefully.

Confirm:

• Full name.
• Active phone number.
• House or building number.
• Street name.
• Area or neighbourhood.
• City or town.
• State.
• Useful landmark or directions.

Checking these details before dispatch can prevent avoidable problems later.

2. Verify the Customer's Phone Number

A courier may need to contact the recipient before or during delivery.

Make sure the phone number provided by the customer is correct and active.

If a customer provides multiple numbers, record the most reliable number and, where appropriate, an alternative contact number.

3. Ask for Clear Delivery Directions

Some addresses may be difficult to locate using a street name and house number alone.

Ask customers to provide useful information such as:

• Nearby landmarks.
• Major roads.
• Junctions.
• Estate names.
• Building names.
• Directions from a recognisable location.

Clear directions can help couriers find destinations more easily.

4. Confirm That the Recipient Is Available

A courier may arrive at the correct address but still be unable to complete the delivery if nobody is available to receive the package.

Where practical, contact the customer before delivery and confirm that they will be available.

This is particularly useful for time-sensitive or valuable shipments.

5. Provide Realistic Delivery Timeframes

Do not give customers delivery estimates that your business or delivery provider cannot reasonably meet.

Consider:

• Delivery location.
• Distance.
• Traffic conditions.
• Service type.
• Order processing time.
• Operational schedules.

Realistic expectations can reduce frustration and make it easier for customers to plan for their deliveries.

6. Send Delivery Updates

Keeping customers informed can improve the chances of successful delivery.

Useful updates may include:

• Order confirmed.
• Package prepared.
• Package picked up.
• Package in transit.
• Delivery scheduled.
• Out for delivery.
• Delivery completed.

Customers who know when their package is expected may be more prepared to receive it.

7. Use a Reliable Delivery Partner

The delivery provider you choose can affect your successful delivery rate.

When selecting a delivery partner, consider:

• Coverage.
• Reliability.
• Communication.
• Tracking.
• Delivery speed.
• Customer support.
• Handling procedures.

A reliable delivery partner can help manage delivery challenges more effectively.

8. Provide Accurate Package Information

Give the delivery provider the correct information about the shipment.

This may include:

• Package size.
• Package weight.
• Item type.
• Recipient details.
• Delivery address.
• Special handling requirements.

Accurate information helps the courier prepare appropriately for the delivery.

9. Package the Order Properly

A package that is poorly prepared may be damaged during transportation or become difficult to handle.

Use suitable packaging based on the product.

For example:

• Protect fragile items with appropriate cushioning.
• Seal packages securely.
• Protect products from moisture where necessary.
• Use packaging that is suitable for the item's size and weight.

Proper packaging can help prevent problems that may interfere with successful delivery.

10. Make the Delivery Address Easy to Understand

Avoid sending a courier an address that is incomplete or difficult to interpret.

If necessary, separate the information clearly into:

• Recipient name.
• Phone number.
• House number.
• Street.
• Area.
• City.
• State.
• Landmark.
• Additional directions.

Clear information can reduce confusion during delivery.

11. Keep Customers Informed About Delays

Sometimes a delivery may be delayed because of circumstances outside the immediate control of the business or courier.

If you become aware of a delay, inform the customer instead of allowing them to remain uncertain about their order.

Clear communication can help maintain trust even when the delivery does not happen as originally expected.

12. Have a Process for Unreachable Customers

Sometimes a courier may be unable to contact the recipient.

Businesses should have a clear process for handling this situation.

Depending on the circumstances, this may involve:

• Calling the customer again.
• Sending a message.
• Asking the customer to confirm their availability.
• Rescheduling the delivery.
• Providing additional directions.

The specific action should depend on the delivery provider's procedures.

13. Review Previous Failed Deliveries

If your business regularly experiences failed deliveries, look for patterns.

Ask:

• Are customers providing incomplete addresses?
• Are recipients frequently unavailable?
• Are certain locations causing problems?
• Are customers providing incorrect phone numbers?
• Are deliveries being attempted at unsuitable times?
• Is the delivery provider experiencing recurring issues?

Identifying common causes can help you improve your delivery process.

14. Confirm Address Changes Before Dispatch

Customers may sometimes change their delivery location after placing an order.

Do not send the package using an old address if the customer has requested a change.

Confirm the new address and make sure the updated information is properly recorded before dispatch.

15. Keep Accurate Delivery Records

Maintain records of each shipment so that you can quickly check what happened when a delivery problem occurs.

Useful information can include:

• Customer details.
• Order number.
• Delivery address.
• Tracking number.
• Dispatch date.
• Delivery status.
• Failed delivery reason.
• Rescheduled delivery details.

Good records can help businesses identify problems and respond to customers more efficiently.

16. Explain Delivery Requirements to Customers

Customers should understand what they need to do to receive their orders successfully.

For example, explain when necessary that they should:

• Provide an accurate address.
• Keep their phone available.
• Be available during the expected delivery period.
• Provide clear directions.
• Inform the business about address changes.

Clear instructions can reduce misunderstandings.

17. Follow Up After a Failed Delivery Attempt

A failed delivery should not automatically be treated as the end of the process.

Contact the customer or review the delivery information to understand what went wrong.

Once the issue is identified, determine whether the package can be rescheduled for another delivery attempt.

Common Causes of Failed Deliveries

Failed deliveries can result from:

• Incorrect delivery addresses.
• Missing house numbers.
• Inactive phone numbers.
• Unavailable recipients.
• Poor directions.
• Incorrect customer information.
• Address changes.
• Difficulty accessing the destination.
• Unexpected delivery delays.
• Communication problems.

Understanding the cause is the first step towards reducing repeated failures.

Common Mistakes to Avoid When Managing Deliveries

Avoid:

• Dispatching orders without checking customer details.
• Assuming every address is complete.
• Using outdated customer information.
• Giving unrealistic delivery estimates.
• Ignoring customer messages.
• Failing to provide delivery updates.
• Choosing a delivery provider based only on price.
• Not recording failed delivery attempts.
• Repeatedly sending packages to an address that has not been verified.
• Failing to investigate recurring delivery problems.

Benefits of Reducing Failed Deliveries

Lower Delivery Costs

Fewer failed deliveries can reduce the need for repeated delivery attempts and unnecessary transportation expenses.

Faster Order Fulfilment

Successful first attempts can help customers receive their orders without additional delays.

Happier Customers

Customers are more likely to have a positive experience when deliveries arrive as expected.

Better Business Efficiency

Fewer delivery problems can reduce the time businesses spend handling complaints and rescheduling shipments.

Stronger Customer Trust

Consistent and successful deliveries can make customers more confident in the business.

Final Thoughts

Failed deliveries can create unnecessary costs, delays, and frustration for both businesses and customers. However, many delivery problems can be reduced through careful preparation and effective communication.

Always verify customer details, use complete addresses, confirm phone numbers, provide realistic delivery expectations, and keep customers informed. It is also important to work with a delivery partner that can reliably serve your target locations.

When a failed delivery does occur, investigate the reason instead of simply resending the package without addressing the underlying problem.

By making accurate information, communication, proper packaging, and delivery monitoring part of your normal order process, you can improve successful delivery rates and provide a better experience for customers across Nigeria.