> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed Deliveries, Deutsche Post

> Failed Deliveries for Deutsche Post stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it.

**Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained)  •  **Category:** [Exceptions & Claims](/nerve-centre/connectors#connectors-by-type)

## At a glance

> Absolute count of DHL Paket consignments in the trailing 7 days that ended in a genuine non-delivery: undeliverable (unzustellbar), refused (Annahme verweigert), or returned to sender after all attempts and retention failed. This is the subset of exceptions that actually cost a customer their parcel, not the recipient-not-home scans that self-resolve. The alert fires when failures exceed 2 percent of total shipments.

## What it tracks

The card counts consignments whose final or terminal tracking status is a true failure, drawn from the DHL Parcel DE Tracking API (`/track/shipments`) and keyed on the Sendungsnummer, with shipment totals from the DHL Paket Shipment API. It deliberately excludes the large, benign Empfänger-nicht-angetroffen bucket that recovers via Packstation, branch (Filiale), or neighbour handover; those sit on [Exception Rate](/nerve-centre/kpi-cards/deutsche-post/exception-rate). A failure here means the parcel did not reach the addressee and now needs a re-ship, a refund, or a claim. It is a count, not a rate, because the count is the workload: each failure is a support contact, a replacement order, or a Nachforschungsauftrag in the making. The 7-day window keeps it tied to this week's despatch decisions. Failures cluster by cause: bad address data (controllable upstream via [Label Generation Success](/nerve-centre/kpi-cards/deutsche-post/label-generation-success)), refusal on cash-on-delivery or unexpected customs charges, and unresolved holds that time out into a Rücklauf, which then appears on [Returned to Sender](/nerve-centre/kpi-cards/deutsche-post/returned-to-sender).

## Reconciling against the source

Compare against the **Sendungsübersicht** in the DHL Geschäftskundenportal filtered to undeliverable / returned statuses, last 7 days, outbound only. Differences are usually tracking-event ingestion lag (a failure logged minutes ago may not be in our index yet), our once-per-shipment counting versus the portal's per-event log, and time-zone boundaries. Scan timestamps are in carrier-local German time.

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### Tracked live in Vortex IQ Nerve Centre

*Failed Deliveries* is one of hundreds of KPI pulses Vortex IQ tracks across Deutsche Post and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English.

[Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.