What to Gather Before Requesting Failed Delivery Recovery

Current Shipment Location

Start with where the shipment is right now. Failed delivery recovery depends on whether the shipment is actually accessible and ready to be released.

• Current business, carrier, warehouse, dock, supplier, customer, office, or facility name
• Current street address, city, and ZIP code
• Current contact name and phone number
• Pickup hours or release window
• Dock, office, suite, front desk, warehouse, terminal, or receiving instructions
• Parking, gate, security desk, or check-in requirements
• Whether the shipment is ready now
• Whether the shipment is physically accessible for pickup

Final Delivery Destination

The destination details help determine timing, distance, routing, delivery instructions, and proof-of-delivery needs.

• Delivery business or recipient name
• Delivery street address, city, and ZIP code
• Delivery contact name and phone number
• Required delivery deadline
• Delivery appointment time, if any
• Receiving hours
• Dock, suite, office, front desk, warehouse, department, or jobsite notes
• Parking, gate, security, or building access notes

What Went Wrong

Explain the original problem clearly so the recovery request can be reviewed correctly.

• Carrier missed the pickup or failed the delivery
• Shipment missed a delivery appointment
• Driver arrived without the required equipment
• Pickup location could not release the shipment
• Delivery location was closed or unavailable
• Address, suite, dock, or contact information was wrong
• Shipment was refused, delayed, or routed to the wrong location
• The original plan no longer works and direct delivery may be needed

Carrier, Tracking, and Reference Details

If another carrier, vendor, supplier, customer, warehouse, or terminal is involved, include available reference information.

• Carrier name
• Tracking number or PRO number
• Bill of lading number
• Order number or pickup number
• Delivery appointment number
• Customer or vendor reference number
• Warehouse release number
• Contact name at the carrier, supplier, warehouse, or dock

Pickup Authorization and Release Status

Failed delivery recovery can stall if the shipment cannot be released. Confirm whether Royal Courier would be allowed to recover the shipment before requesting service.

• Is the shipment released for pickup?
• Does the pickup location allow third-party pickup?
• Is written pickup authorization required?
• Is a release number required?
• Does the driver need a bill of lading, packing slip, order number, or pickup number?
• Does the pickup location require an appointment or specific contact approval?
• Are there fees, paperwork, or dock procedures involved?
• Where is the shipment currently being held?

Shipment Details

Royal Courier will need to understand what is being recovered and delivered.

• Shipment description
• Number of pieces
• Approximate dimensions and weight
• Packaging type, such as envelope, box, carton, tote, case, crate, skid, or pallet
• Whether the shipment is fragile, high-value, urgent, business-critical, or difficult to replace
• Whether the shipment can be handled by one person
• Whether photos of the shipment are available
• Whether the shipment has special handling requirements

Vehicle and Equipment Needs

Some recovery jobs fail the first time because the wrong vehicle or equipment was used. Include vehicle or handling needs clearly.

• Passenger vehicle, cargo van, box truck, or straight truck
• Liftgate truck
• Pallet jack
• Hand truck or dolly
• Dock-high access
• Forklift availability
• Inside delivery needs
• Stairs, elevators, ramps, or long carry paths
• Whether two-person handling review may be needed

For heavy, palletized, crated, or dock-limited shipments, review Liftgate Delivery and the Liftgate Delivery Requirements Index.

Timing and Deadline

Failed delivery recovery is often time-sensitive. Include the deadline and explain what happens if the shipment does not arrive on time.

• Earliest pickup time
• Latest acceptable pickup time
• Required delivery deadline
• Whether the deadline is hard or flexible
• Whether the delivery is tied to a customer appointment
• Whether the delivery is tied to production, repair, medical office timing, retail need, jobsite timing, or business hours
• Whether after-hours, weekend, early-morning, or same-day recovery is being requested
• Whether the shipment can wait until the next business day

Documentation and Proof-of-Delivery

Recovery shipments may need extra confirmation because something already went wrong.

• Signature requirements
• Photo proof requirements
• Delivery timestamp requirements
• Recipient name capture
• Paperwork return requirements
• Bill of lading, packing slip, work order, invoice, or delivery paperwork
• Carrier reference or recovery notes
• Failed delivery explanation or exception notes
• Who should receive delivery updates
• Who should be notified when the recovery is complete

Access and Special Instructions

Many failed deliveries happen because access details were missing or wrong. Include anything that may affect pickup, release, delivery, or completion.

• Gate codes or security instructions
• Suite, floor, department, or dock door details
• Receiving hours or restricted receiving times
• Parking restrictions
• Loading dock limitations
• Customer-specific instructions
• Fragile item notes
• Do-not-stack, do-not-tilt, or orientation notes
• Weather exposure concerns
• Known pickup or delivery problems
• Instructions from the original failed carrier attempt