If a courier can't deliver — customer not home, wrong address, refused, etc. — Skyfleet auto-creates an NDR (Non-Delivery Report) entry. You have a 24-hour window to choose what happens next before the courier defaults to RTO.
- Dashboard → NDR. The list shows all pending NDRs with reason + customer info.
- Click an NDR. Pick an action: Reattempt (try again), Change Address (then reattempt at new address), Contact Customer (soft action, doesn't change anything), or RTO (return to your origin).
- The choice is pushed to the courier and logged.
Turn on NDR automation in Settings → Communication → NDR Automation Rules: customer auto-reminders via WA after X hours, and auto-RTO after Y hours of no action.