Shipper Advice — How To Guide

Shipper Advice Module – Overview

The Shipper Advice module manages orders where a courier attempted delivery but could not complete it successfully. It acts as a decision point where the merchant or operations team reviews the failed delivery reason and chooses the next action.

1. Overview

The Shipper Advice tab contains orders with a failed delivery attempt where the courier has shared a delivery failure status.

This typically occurs when:

• The courier is unable to contact the customer.

• The customer’s phone number is unreachable or incorrect.

• The customer is unavailable at the time of delivery.

• The customer refuses to accept the order.

• Delivery cannot be completed due to operational or location constraints.

This stage allows the merchant to review the rider remarks and decide whether to:

• Reattempt delivery.

• Return the shipment to origin (RTO).

2. Data Available in Shipper Advice

Each order in this tab includes the following key information:

• Rider Remarks
  The courier’s explanation of why the delivery attempt failed.

• Shipper Remarks
  Internal notes added by the merchant or operations team for tracking, investigation, or decision-making purposes.

These remarks help ensure informed decision-making for next actions.

3. When Orders Move to Shipper Advice

An order is moved to the Shipper Advice Tab when:

• A delivery attempt fails.

• The courier sends a “delivery failed” or equivalent status update.

This tab serves as a control point before any further delivery or return action is taken.

4. Actions Available in Shipper Advice

The following actions can be performed for each order:

A. Reattempt Delivery

Purpose:
Used when the order should be delivered again to the customer.

When to Use:

• The customer requests another delivery attempt.

• The customer was unavailable during the first attempt.

• The address is correct, but the delivery timing failed.

• Minor or temporary delivery issues occurred.

System Flow:

• The order moves from Shipper Advice to the Dispatched tab.

• The courier is instructed to perform a new delivery attempt.

• The order re-enters the normal delivery cycle.

B. Return to Origin (RTO)

Purpose:
Used when the order should not be delivered again and must be returned to the merchant.

When to Use:

• The customer refuses to accept the order.

• The customer is unreachable or unresponsive.

• The address is invalid or incorrect.

• There have been multiple failed delivery attempts.

• The merchant decides not to reattempt delivery.

System Flow:

1. The return action is initiated from Shipper Advice.

2. OMS sends a return request to the courier.

3. The courier reviews and accepts the return request.

4. Once accepted, the order temporarily moves to the Dispatched tab as an acknowledgement stage.

5. When the physical return begins, the order moves to Return In-Transit.

6. Once received at the warehouse, the order moves to the Returned Orders / QC / Inventory Adjustment stage.

5. Bulk & Single Order Operations

The system supports both single-order and bulk operations:

Single Order Actions

From the Action Column, users can:

• Mark an order as Reattempt.

• Mark an order as Return (RTO).

• Add or update Shipper Remarks through quick edit.

  

Bulk Actions

Users can select multiple orders and:

• Mark orders as Reattempt.

• Mark orders as Return (RTO).

• Apply Shipper Remarks in bulk.

  

6. Important System Behavior

• 
  

  • OMS shows an error for duplicate actions.

  • The system does not move the order back to Dispatched manually.

  • The order status updates automatically based on the courier response: Delivered or Returned.

• Courier tracking updates can override the workflow state when a final status, such as Delivered or Returned, is received.

7. Order Movement Summary

7. Operational Flow

                Delivery Attempt Failed
                         ↓
                  Shipper Advice
                         ↓
        ┌────────────────┴────────────────┐
        │                                  │
   Reattempt                          Return (RTO)
        │                                  │
Courier accepts                    Courier accepts
        │                                  │
        ↓                                  ↓
   Dispatched                        Dispatched 
        │                                  │                            
        │                                  │                     
        └──────────────┬──────────────────┘
                       │
           Courier Tracking Update (FINAL DECISION)
                       │
        ┌──────────────┴──────────────┐
        │                              │
     Delivered                   Return In-Transit → QC → Inventory
        │                              │
 Final Delivered                Returned Orders 

9. Purpose of the Shipper Advice Module

The Shipper Advice module ensures:

• Structured handling of failed deliveries

• Clear visibility of rider and shipper remarks

• Accurate decision-making (Reattempt vs Return)

• Controlled communication with courier partners

• Proper routing of orders into delivery or return workflows

• Full operational accountability for failed deliveries