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DNR, or “Did Not Receive,” also known as “Concessions,” is the metric representing the number of shipments that customers claim were never received, despite being marked as delivered by the driver.
Calculation
The calculation for the DNR DPMO metric is as follows:
Concession Amount ÷ Number of Packages You Delivered × 1,000,000
Root Causes of Concessions
The root causes of concessions can be one of several factors:
- Doorstepping packages: Leaving packages on the customer’s doorstep or in an unsafe location without consent can result in theft or misplacement.
- Delivering to neighbors without consent: This could result in theft or confusion.
- Customer abuse: Some customers falsely claim non-receipt to get a refund or replacement.
Most Common Cause
The most frequent issue is doorstepping without permission.
To prevent this, always try to call or text the customer and agree on a safe delivery solution.
Best Practices
- If you leave the package in a customer’s selected safe location:
Leave a “We Missed You” card and contact the customer via call or text to confirm the drop-off. - If you can’t contact the customer and no safe place is provided:
Mark it as “Customer unavailable,” make a second contact attempt if prompted, and keep the parcel for reattempt or depot return.
