Why Do Deliveries Fail?
Even with the best planning, some deliveries don't make it to the recipient. The most common reasons include:
- No one home — the recipient wasn't available to accept the package
- Failed age verification — for alcohol, cannabis, and tobacco shipments, the recipient couldn't produce valid ID or was under 19
- Incorrect address — the address on the label was wrong, incomplete, or didn't match a real location
- Access issues — the driver couldn't enter a gated community, locked building, or restricted area
- Recipient refused delivery — the customer declined the package at the door
What Happens When a Delivery Fails?
When a Weels driver can't complete a delivery, the package follows a clear process:
- Driver marks the delivery as failed in the Weels driver app, selecting the reason and adding notes
- Package returns to the Weels depot in Markham, Ontario, at the end of the driver's route
- You're notified immediately — a webhook fires and the shipment status updates to "Failed" in your dashboard and any connected integration (Shopify, WooCommerce, Square, or API)
Failed packages are held at our depot for up to 5 business days. After that, we'll reach out to coordinate a return or disposal.
What About Age-Restricted Packages?
For shipments requiring ID verification — including alcohol, cannabis, and tobacco — there is no "safe drop" option. If the recipient fails the ID check or isn't available, the package is always returned to depot. This keeps you compliant with Ontario regulations.
Reattempting a Failed Delivery
Want to try again? You have two options:
- Create a new shipment — generate a new label through your dashboard or integration. The package ships out on the next available route (same-day if before the 11 AM ET cutoff).
- Void the original label — if you don't want to reattempt, void the label from your Weels dashboard to keep your records clean
Reattempts are charged as a new delivery at the standard zone-based rate, starting at $16/package.
How to Reduce Failed Deliveries
Most failed deliveries are preventable. Here are tips to lower your failure rate:
- Confirm addresses at checkout — use address validation to catch typos and incomplete info before the label is created
- Share tracking proactively — when customers know their package is on the way, they're more likely to be home. Weels sends SMS tracking notifications automatically.
- Set delivery expectations — let customers know about the 11 AM cutoff and same-day delivery window so they can plan
- Remind customers about ID requirements — if you sell age-restricted products, tell customers at checkout that government-issued ID will be required at the door
- Add buzzer/unit numbers — for apartment and condo deliveries, include buzzer codes and unit numbers on the label
Communicating with Customers After a Failed Delivery
A failed delivery doesn't have to mean a lost customer. Best practices include:
- Notify them immediately — use webhook data or integration alerts to send a quick email or SMS explaining the failed attempt
- Offer a reattempt — ask for a corrected address or confirm a time when they'll be home
- Be transparent — customers appreciate honesty. Tell them what happened and what happens next.
Need Help?
If you have questions about a failed delivery or need to coordinate a return, contact our team. We're here 7 days a week.