Delivery Attempts and Redirection

Not every DHL shipment reaches the recipient on the first delivery attempt. A delivery attempt fails when the courier cannot hand over the parcel in person, deposit it in a Packstation, or deliver it to a neighbor – depending on the booked additional service and recipient preference. If the second attempt also fails, redirection to a branch, parcel shop, or ultimately return to the sender often follows.

For online retailers and fulfillment teams, these cases are more than a customer service issue: they extend delivery times, increase support effort, jeopardize marketplace SLAs, and can lead to returns even though the goods were fundamentally shippable. Those who systematically understand delivery attempts and redirection can correctly interpret tracking events, inform customers in good time, and set up processes in the warehouse and shop so that avoidable failed deliveries decrease.

What is a delivery attempt with DHL?

A delivery attempt (also called a delivery run) is the targeted attempt to hand over a shipment at the specified recipient location. DHL documents each attempt as a tracking event – typically with status such as "Recipient not met" or "Delivery not possible." The courier usually leaves a notification card in the mailbox or informs digitally via the DHL app and email, if the recipient is registered.

Important for merchants: A failed delivery attempt does not automatically mean the shipment is lost. The parcel returns to the delivery depot and is scheduled for another attempt – or redirected to a pickup location according to the recipient's wishes.

Typical reasons for failed delivery attempts

The causes can be divided into three categories: recipient, address, and shipment. In fulfillment, many address and shipment problems can already be avoided before label printing.

Recipient-related reasons

1. No one at home and no safe place authorization on file.
2. Packstation or branch as preferred destination, but customer does not respond to pickup notification.
3. Acceptance refused – e.g. due to visible transport damage or unexpected cash on delivery.
4. Recipient cannot be determined even though the address appears formally correct (name does not match doorbell, company reception closed).

Address and data errors

Wrong house numbers, missing floor, or incomplete company names lead to delays. DHL uses routing codes and address validation; nevertheless, shop typos slip through. Details on prevention can be found in the article Address errors and investigation.

Shipment-related obstacles

1. Parcel does not fit in the mailbox or Packstation (oversize despite correctly booked product).
2. Access to recipient location blocked (construction site, locked gate, missing parcel box).
3. Special requirements such as age verification or identity check cannot be fulfilled.

Process: From first attempt to redirection

In standard parcel business, DHL typically works with two delivery attempts at the original address, unless another receiving solution was booked. The exact process depends on the product (parcel, small parcel, merchandise mail), country of shipment, and booked additional services.

Process flow: Delivery attempt to completion

First failed delivery attempt

After the first failed attempt, the shipment is sorted and scheduled again for the next business day – unless pickup at a Packstation or branch was arranged. Via DHL notification, the recipient can often configure a preferred delivery, safe place authorization, or redirect to Packstation.

Second failed delivery attempt

If the second attempt also fails, direct home delivery ends in most cases. DHL routes the shipment to a parcel shop, a branch, or – for international shipments – a local pickup network. The status changes to wording such as "Shipment ready for pickup" or "Forwarded to branch."

Information on Packstation and branch delivery as a preventive receiving solution: Packstation and branch delivery.

Redirection – term and meaning

Redirection in the DHL context does not automatically mean postal mail forwarding when moving (Deutsche Post), but often the forwarding of the parcel shipment to an alternative delivery or pickup location after home delivery has been exhausted. Tracking shows events such as "Further transport" or "Ready for pickup at parcel shop."

Storage periods after failed delivery

Recognizing status codes and tracking events

Delivery attempts and redirections manifest as specific status codes and event texts. For automated processes in the WMS or shop, you should separate these events from normal transit messages.

Typical event categories:

• Delivery attempt failed – Recipient not met, delivery not possible
• In redelivery – Parcel scheduled for next attempt after failed delivery
• Forwarding / redirection – Redirect to pickup location or other delivery depot
• Ready for pickup – Shipment waiting at parcel shop or branch
• Return to sender – Storage period expired or delivery permanently impossible

A complete overview of all phases and codes can be found in Understanding status codes as well as in the parent article DHL shipment status and tracking.

Recommendations for merchants and fulfillment teams

Proactive management reduces costs and frustration. The following measures can be implemented regardless of whether you ship from your own warehouse or with a 3PL partner.

Before shipping

1. Enable address validation at checkout and before label creation.
2. Offer Packstation and branch delivery as a checkout option – especially for working professionals.
3. Check realistic product choice (parcel vs. small parcel vs. merchandise mail) by size and weight.
4. For cash on delivery or bulky goods, book additional services correctly and inform customers in advance.

During transport

1. Subscribe to tracking events via API and define failed attempt codes as alerts.
2. Trigger automatic email to customers as soon as a delivery attempt fails – with link to DHL preferred delivery.
3. Brief support team: provide standard responses and escalation path for repeated failed deliveries.

Details on technical integration and event processing: Customer notifications.

After return to sender

1. Record goods receipt in warehouse and set order status to "Delivery failed."
2. Contact customer: offer reshipment, address correction, or cancellation.
3. Consider shipping costs and return logistics in calculation – DHL charges return transport depending on contract.

Carrier-wide solution approaches for persistent delivery problems: Solving delivery problems.

Checklist: Delivery attempts in the fulfillment process

• Failed attempt events mapped in shipping software and shop status
• Automatic customer email for failed delivery attempt active
• Packstation/branch delivery available at checkout
• Address validation implemented before label printing
• Support scripts for second failed attempt and pickup deadlines stored
• Process for return to sender documented in WMS
• Monthly reporting: share of failed deliveries and top error causes
• Peak seasons: higher failed attempt rate planned (more parcels, fewer time windows)

Response to failed delivery

• Recognize event
• Inform customer
• State DHL options
• Check address
• Create support ticket
• Monitor pickup deadline
• Book goods on return shipment
• Reshipment or refund

KPIs and reporting

For data-driven fulfillment, you should measure first delivery rate and failed attempt rate specifically in addition to the general delivery rate:

1. First delivery rate: Share of shipments delivered on first attempt.
2. Failed attempt rate: Share of shipments with at least one failed delivery attempt.
3. Pickup rate: Share of shipments picked up at parcel shop after failed attempt instead of returned.
4. Cost per failed delivery: Additional support, reshipment, return transport.

Frequently asked questions (FAQ)

Common questions about delivery attempts and redirection

How many delivery attempts does DHL make by default?
In domestic parcel business, two home delivery attempts are typically planned before alternative pickup or return routes apply. Deviations are possible for express products or international shipments.

Can the recipient choose another delivery date?
Yes. Via DHL notification, app, or preferred delivery, the recipient can often set a different day, safe place, or Packstation – ideally immediately after the first failed attempt.

Who bears the costs for return to the merchant?
This depends on the DHL business customer contract and shipping method. Return transport is often charged to the sender. Goodwill toward end customers is a separate commercial decision.

Must the merchant inform the customer about a failed attempt?
Legally, DHL informs the recipient. Nevertheless, additional merchant communication improves the experience and significantly reduces "Where is my parcel?" inquiries.

What is the difference between redirection and return shipment?
Redirection forwards the shipment to an alternative delivery or pickup location. Return shipment transports the parcel back to the sender – usually after exhausted delivery attempts and expired pickup deadline.

Conclusion

Delivery attempts and redirection are not a marginal phenomenon in DHL parcel shipping, but a plannable part of the last mile. Merchants who precisely evaluate tracking events, involve customers early, and secure address and receiving data already at checkout measurably reduce failed deliveries. Those who additionally anchor returns to the sender as a fixed process in the warehouse avoid lost goods and unnecessary double shipping costs.

Workflow: Failed delivery end-to-end

Related topics

• Understanding status codes
• DHL shipment status and tracking
• Solving delivery problems
• Packstation and branch delivery
• Customer notifications

Last updated: July 6, 2026