Customer · Orders

Failed delivery and returns

What you see when your shipment cannot be delivered; retrying, returning to the sender and the return fee.

Sometimes the courier cannot deliver to the recipient: the recipient is not at the address, the address is wrong or the recipient refuses the parcel. This article explains what you see then and what happens next.

Statuses

• Delivery failed: The courier could not deliver. The reason is shown, e.g. "Delivery failed — Recipient unreachable". The shipment will be retried or returned to you.
• Returning to sender: The shipment could not be delivered and is being brought back to you (the sender).
• Returned to sender: The shipment could not be delivered to the recipient and was handed back to you. The job is complete.

Delivery failed is a problem status; if the delivery is retried, the order becomes Picked up again and continues to delivery as normal.

Step by step: follow your shipment

1. Open My orders on the web, or the Orders tab in the app.
2. On the web, returned orders are in the Returned to sender tab. Failed and returning orders are in the In progress tab.
3. Tap the order. The explanation box at the top says what happened and what happens next.
4. In the steps section, each delivery attempt appears with its reason and time.
5. If the courier added a proof photo, you see it on the Delivery attempts card; tap the photo to enlarge it.
6. While returning, the courier's location is shown on the map.

The tracking link sent to the recipient shows the same status.

Step by step: what can you do?

1. If the address or phone number is wrong, call your company right away; the delivery can be retried with the correct details.
2. If you want the shipment back, tell your company; the company starts a return.
3. When the shipment comes back to you, receive it. The courier records the name of the person who received it.

Return fee

Your company may charge an extra fee for a returned shipment. If so, the price in the order details shows Return fee (excl. VAT) as a separate line and it is added to the total. With no fee the line is hidden. Your company sets the rate; write to your company with questions.

Notifications

If your company has turned them on, you get an SMS or e-mail for failed delivery and returns. If you use the app, you get a phone notification.

Having trouble?

• No reason is shown: The courier cannot save without choosing a reason; refresh the page. The tracking link does not show the reason, only the status.
• The return fee is higher than expected: The fee is a percentage of the order's amount excluding VAT. Ask your company about the rate.
• The shipment has not come back: If the status is Returning to sender, the courier is on the way; follow it on the map. If it takes long, Write to us.