How to Read Your NDR Dashboard

What is NDR?

In D2C, NDR (Non-Delivery Report) refers to orders that could not be delivered on the first attempt by the courier partner. These orders require action either from the customer, courier, or brand to ensure a successful second attempt.

This is where Pragma comes in: our system helps you manage NDRs by capturing customer responses and taking the required action on your behalf. In the dashboard, you can also track the responses and actions taken for each NDR to ensure better visibility and control.

This is the NDR section on Pragma and we have divided it into 4 categories for reference. 

• Submitted

• Failed

• Not Honoured

• SLA Breached

Submitted:
When a NDR happens and Pragma Submits the response successfully to the courier partner you can see them under the Submitted Tab (this is done in real time basis)

You can see the response of the Customer, the reason that the customer had provided, you can also see the Shipping Company’s Response. 
If the customer did not reply to anything, by default, Pragma will submit a response to your courier partner asking to Reattempt Tomorrow. 

Failed Status:
If Pragma is unable to submit the response to your courier partner, the request will appear under the Failed status.
The most common reason for failure is when an order is already marked as Delivered before Pragma can send the response.
Additionally, if an order is marked as RTO, our system will not take any further action on that request.

Not Honoured:
This status appears in rare cases, such as when:

• The customer requests a reattempt (e.g., “Deliver tomorrow”).

• The customer is unavailable at the time of delivery.

In such cases, it is up to the courier partner to decide whether to retry the delivery or mark the order as RTO.

SLA Breached:
This happens when a customer responds with instructions like “Reattempt tomorrow” or “Reattempt after 2 days”, but the courier partner does not follow through with another attempt and directly marks the order as RTO.

Important: In such cases, you will need to escalate the issue with your courier partner and have it checked.