Let’s learn how to prevent fake delivery attempts in 2024.
Fake delivery attempts are cases when a delivery is marked “unable to deliver” even when the customer is at the address and ready to receive the delivery. In other words, it’s when the delivery agent does not even attempt delivery and claims they did and were unable to reach the recipient.
In this article, we will discuss how to solve the problem even if you’re a business and wish to increase your FADR (First Delivery Rate) or a customer who has received many fake delivery updates.
Let’s get into the details.
What causes fake delivery attempts?
Fake delivery attempts can be caused by multiple reasons. Understanding and identifying the reasons will help you prevent them and increase your delivery rates.
Lack of proper communications
One of the biggest reasons for fake delivery attempts is the lack of proper communication. This may either be because the proper contact number isn’t mentioned, or the recipient is busy.
When the delivery agents try to reach a person and fail, they often mark the delivery as a failed attempt.
Wrong Address
Another very common reason why fake deliveries are attempted is wrong addresses. This may be a fault at either end of the order. At times, customers enter wrong pin codes or flat numbers, and other times it’s the logistics partner messing up on their end.
Because the addresses are generally largely correct but only slightly wrong, the delivery agent initially picks up the order unaware of the mistake.
The delivery agent does indeed take the order to the address only to realize something is off with the address (maybe a non-existent flat number, wrong landmark or something else)
So far, the agent isn’t at fault. But to avoid rerouting and missing out on their other orders, they may often mark it as a failed delivery.
Dishonest delivery agents
Not everyone on the job is honest. At times, without any fault from either end, deliveries are marked as a failed attempt.
This happens more in less developed areas or with elderly orders. This is so because the agents know the chances of those users raising a complaint or creating an issue is less.
With these fake delivery attempts, if no complaint is raised, the agents often get to keep the product which is a profit to them.
Another reason is simply lazy agents. In certain areas, agents tend to not physically visit delivery locations and rather ask the customer to come receive the package. When a user denies, they mark it as a failed delivery. Their call records proof point of contact which even helps them in some cases.
Technical problems
The most harmless reason for a fake delivery attempt is a technical glitch. At times, the agent may not be able to mark a delivery complete even when they want to.
This may be due to a server issue with the delivery app, some wrong entry along the way or any other reason.
Other causes of fake delivery attempts
At times it may be the weather. It may be too unfit to travel. Or maybe the package size was too big to deliver? Maybe the recipient lived in a gated community and security didn’t let them in?
All these are reasons wherein the agent may mark an order as a failed delivery attempt.
Point being, a dozen other reasons exist why failed delivery attempts occur. Let’s look at a few solutions.
How You Can Prevent Fake Delivery Attempts
The solution to prevent fake delivery attempts will depend on who you are. Are you a delivery partner, logistics company, or anyone else in the delivery business? Or are you a customer who has had a few fake delivery attempts tried on them?
Solutions for a customer to prevent fake delivery attempts
If you’re a customer expecting a delivery, here’s how to minimize fake delivery attempts:
Properly tracking the order
You as a customer need to ensure that you’re available when the order is expected to be delivered. By knowing the exact date and time of the delivery, you can ensure your phone is switched on, the network is fine and you’re available to receive the package.
You can use any good package tracking solution to track your orders. A good tracker even automatically notifies you via email/SMS whenever there’s a status change on your order.
Proper and precise delivery arrangements
Ensure that your address is as specific, narrow and detailed as possible. Landmarks, color of the building, anything else can be included to make the job of the agents easier.
If you’ve guards at the entry, ensure the agents are allowed entry by communicating with the guards in advance if required.
Communicate inconveniences in advance
If for some reason you can not take a delivery on the delivery date, you may try contacting the delivery agent in advance. Letting them know helps them avoid your trip entirely and they will simply attempt delivery the next day. Not doing so wastes their time and may even frustrate some agents leading to fake delivery attempts or no second delivery attempts.
Solutions to prevent fake delivery attempts for businesses
If you’re in the delivery business, you understand the value of First Attempt Delivery Rate (FADR). This is almost largely dependent on you reducing your fake delivery attempts. Here are a few ways you can do that:
Geo-tracking
You can enable geo-tracking for agents on your app. This will allow them to mark a delivery complete or incomplete only after they’ve reached the location, or a certain radius within the location.
Instant customer confirmation
As soon as an order is marked FTD (failed to deliver), an automated system may send a text or a call to the user. They can simply reply yes/no or press a number on their phone to confirm their availability. Doing this ensures your agents can not lie about a customer being unavailable.
Background checks
Delivery agents are generally hired without a lot of background checks. This leads to a few dishonest or fake delivery agents to join your business.
It’s best to hire only after at least a basic background check. At the least, look for previous jobs and the reason why they left (or were fired) from the job. This would filter out a lot of red flags right away.
Incentivize and penalise
Deliveries are generally incentivized, your agents make money for successfully delivering orders. What you can add is adding a penalty for fake delivery attempts. Once a customer verifies his/her availability or the geo-tracking proves an agent’s fake attempt, they can be penalised X amount of money, lesser work hours or anything else to reduce such attempts. This does not even require advanced tools or technical knowledge and is one of the most effective ways to reduce fake delivery attempts.
Conclusion
Fake delivery attempts exist everywhere, for one or the other reason. It’s regardless of the product, order amount, delivery partner, or anything else. Employing some of these methods to eliminate fake delivery attempts can help you reduce these attempts if not entirely eliminate them.
Do note that it’s a two-fold effort. Your agents are not always at fault and neither are the customers.
Simply ensure your agents are well equipped with address, contact information and you can track them via geo tracking. The instant feedback is slightly harder to implement but is one of the best ways to reduce fake delivery attempts.
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