A reason code is a question.
Delivery was attempted and failed. The courier hands you a reason code and a 24 to 48 hour window to respond. Apriori reads the code, runs the conversation that resolves it, and writes the instruction back before the SLA closes.
The window is 24 to 48 hours, and a tele-calling team cannot clear it.
Delivery was attempted and it failed. The courier hands you a code and a short window to respond, and if nothing comes back in time the next attempt fails the same way and the parcel starts its journey home.
An in-house team dials down the queue in the order it arrived. By the time they reach a shipment, the courier has already tried again. The queue is not too hard, it is too slow, and it gets slower exactly when volume spikes.
The code itself tells you almost nothing. Address incomplete does not say which part. Customer unavailable does not say when they will be in. Every one of those codes is a question that only a conversation can answer.
“Hello, this is Apriori. Your order could not be delivered yesterday. The courier says the address is incomplete. Could you tell me your building's landmark? … Noted. Shall we send it tomorrow between 6 and 8pm?”
Illustrative call. A real example of what the agent does on an incomplete-address reason code, not a recording of a customer.
What the agent has to extract, code by code.
A yes or no bot has nothing to work with at NDR. Each code needs a different piece of information, and the call is over the moment it has been taken.
A specific, checkable address
Landmark, floor and an alternate number, validated against the pin code before the reschedule is committed.
A slot someone will be there for
Not a day. A window, and whether the address is an office or a home, because those book differently.
Whether the cash is actually ready
If it is not, a payment link converts the order to prepaid on the call rather than losing it on the next attempt.
Whether the attempt happened at all
The buyer confirms nobody came. That escalates, and it forces a re-attempt rather than accepting the code at face value.
Six codes cover the failures.
A reason code is a question nobody answers.
Customer unavailableReschedules to a time that works
“Kal shaam 6 se 8 ke beech aap ghar par rahenge?”
Will you be home tomorrow between 6 and 8pm?
An illustration of the conversation, not a recording of a customer.
Premises closedOffice or home, then books it
“Yeh office address hai ya ghar ka? Office hai to lunch ke baad bhej dein?”
Is this an office address or your home? If it is an office, shall we send it after lunch?
An illustration of the conversation, not a recording of a customer.
Address incompleteLandmark, floor, alternate number
“Building ka landmark aur floor bata denge? Ek alternate number bhi le lein?”
Could you tell me the building's landmark and floor? May I also take an alternate number?
An illustration of the conversation, not a recording of a customer.
Cash not readyPayment link, converts to prepaid
“Abhi cash arrange karna mushkil ho to payment link bhej doon? Delivery kal ho jaayegi.”
If arranging cash is difficult right now, shall I send a payment link? Delivery will happen tomorrow.
An illustration of the conversation, not a recording of a customer.
Fake attemptEscalates and forces a re-attempt
“Kal koi delivery ke liye aaya tha? Nahi aaya, theek hai, main dobara bhijwata hoon.”
Did anyone come to deliver yesterday? Nobody came, understood, I will have it sent again.
An illustration of the conversation, not a recording of a customer.
Customer refusedSaves it, converts it, or cancels
“Koi dikkat hui thi order mein? Batayein, dekhte hain kya kar sakte hain.”
Was there a problem with the order? Tell me, and we will see what we can do.
An illustration of the conversation, not a recording of a customer.
What you decide, and what we never decide for you.
Every one of these is a setting you change yourself, not a support ticket.
Which codes we work
You can run every code, or start with the two or three where recovery is worth the most on your volume. Each one is a separate switch.
How fast we call
The delay after a code lands, the calling hours, and how many re-attempts a shipment is worth before we stop and hand it back to you.
What the agent may offer
Whether it can convert to prepaid, at what discount if any, and whether it may accept an address change without a human confirming it.
When a human takes over
The value threshold, the codes, and the situations that go straight to your team, live on the call rather than as a ticket afterwards.
The instruction reaches the courier inside the SLA.
This is the part that separates the product from a dashboard. A corrected address that never reaches the rider is worth nothing, and the SLA does not wait for your morning export.
- Reschedule booked against the shipment, with the buyer's confirmed window
- Corrected address, landmark and floor written back to the courier record
- Alternate contact number attached to the shipment
- Fake-attempt disputes raised and a re-attempt forced
- Prepaid conversion recorded, with the payment reference against the order
- Clean cancellations, so a refused parcel stops costing you reverse freight
You get the recordings and the numbers, including the bad ones.
Every call on this window is measured from its own audio and lands in a signed report, alongside the holdout cohort it is being compared against. That is why this page can be specific.
- Time from the reason code landing to the call being answered
- Resolution rate by code, against the untouched holdout cohort
- How long the buyer waited for the agent to reply, measured from the recording
- How the agent handled sentences that mix Hindi and English in one breath
- Whether the write-back landed inside the courier's SLA window, per shipment
- Every call it got wrong, listed, with the recording attached
Before you ask us.
How quickly does the call go out after the code lands?
Within minutes, subject to your calling hours. The whole value of this window is that it closes: a call placed the next morning is competing with the courier's second attempt rather than preventing it.
What happens on a fake attempt?
The agent asks whether anybody came. If the buyer says nobody did, the shipment is escalated and a re-attempt is forced rather than the code being accepted. It is the single most recoverable category, and the one a messaging flow cannot reach, because the buyer does not yet know a delivery was claimed.
Do you replace our tele-calling team?
Most brands move that team onto high-value exceptions instead. The queue this window clears is the one a human team cannot clear fast enough, not the one it clears well.
Which couriers can you write back to?
Shiprocket, Delhivery, Ekart and Xpressbees today. We say on the home page which of those are confirmed live and which are still being verified, rather than listing all of them and hoping.
Is this the same thing as pre-dispatch?
No. Pre-dispatch calls every qualifying COD order to catch the few that should never ship. This window calls far fewer, but each is already close to lost, which makes each recovered call worth several times more. We run both and price each on the outcome it produces.