> ## 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, Sendle

> Failed Deliveries for Sendle 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

> The count of Sendle parcels in the trailing 7 days that recorded a delivery failure: the recipient was unavailable, the address could not be located, the parcel was refused, or it was returned to sender before delivery completed. This is the deliverability-specific subset of the broader [Exception Rate](/nerve-centre/kpi-cards/sendle/exception-rate), the failures a customer actually felt at the door. The alert fires when failed deliveries exceed 2 percent of total parcels in the window.

## What it tracks

The card counts parcels whose last-mile tracking state is a delivery failure, read from the event stream on `GET /api/tracking/{sendle_reference}` and the order list on `GET /api/orders`. It is deliberately narrower than Exception Rate: it excludes upstream events such as failed pickup and depot holds, and focuses on the delivery leg the recipient experienced (`Delivery Attempted` with no successful redelivery, `Unable to Locate`, refused, or `Return to Sender` triggered by a failed delivery). The 7-day window makes it a workload number: each failed delivery is roughly one customer-service contact plus a redelivery or refund decision. A failed delivery that later recovers on a second attempt still counts here for the period in which it failed, because the friction was real. Read this card alongside [Exception Rate](/nerve-centre/kpi-cards/sendle/exception-rate) for the full transit picture, [First-Attempt Delivery Rate](/nerve-centre/kpi-cards/sendle/first-attempt-delivery-rate) for the inverse success view, [Returned to Sender](/nerve-centre/kpi-cards/sendle/returned-to-sender) for failures that ended in a full return, and [Open Claims](/nerve-centre/kpi-cards/sendle/open-claims) for the subset that escalated into a cover claim. If failed deliveries spike alongside [Pickup Booking Success Rate](/nerve-centre/kpi-cards/sendle/pickup-booking-success-rate) staying healthy, the problem is at the door, not the collection.

## Reconciling against the source

Cross-check against the [Sendle Dashboard](https://www.sendle.com/) **Orders** view filtered to the delivery-failure statuses for the same 7 days; allow for tracking-event ingestion latency (minutes to several hours) and carrier-local scan timestamps, which can shift a parcel near a day boundary between days.

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### Tracked live in Vortex IQ Nerve Centre

*Failed Deliveries* is one of hundreds of KPI pulses Vortex IQ tracks across Sendle 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.