This happens from time to time if the address is invalid, a recipient is not available to accept the package, there's no place to leave the package, or the package is refused by the recipient.
It is the seller's responsibility to keep track of orders. If an order is undeliverable for any reason, the carrier may attempt to notify Deliverr for additional information. If the delivery attempt is unsuccessful for one of the reasons listed above, the carrier may return the package to the sender. In these cases, the order is forwarded, disposed of, or returned to the fulfillment center where it was shipped from. The undelivered items will be restocked back into your inventory once received by the fulfillment center without being notified by them. If the undeliverable unit is damaged, you should expect to hear from us in a separate email informing you of the damage. Note that undeliverables are deliveries that carriers send back. Returns from a customer are not eligible for claims as we do not process returns.
In such cases, the order will be marked as "return to sender" by the carrier. In Seller Portal, this may reflect as an "Attempted" or "Delivered" delivery status with "delivered" indicating that it was delivered back to our fulfillment center.
Attempted shown on Seller Portal order page.
NOTE: Orders can still show as 'Shipped' despite shipment having been attempted from the carrier tracking.
An order might be sent back to our fulfillment center as undeliverable for numerous reasons:
- Address Issue - Usually, the carrier is unable to locate the destination of the order. Sometimes an address is not completed or incorrect. We recommend double-checking the address information that was on the order as it may be incorrect if it was auto-filled by the buyer's browser or through mobile payment. Carriers make more than one attempt to deliver a package if unable to do so on the first attempt. If the carrier is not able to deliver the order they will return the package back to the fulfillment center. Double-check the address carefully if creating a new order or duplicating the order. Note: If you believe the address has been changed by our system incorrectly please Submit a request.* For more information about creating a new order or duplicating an order, see How to create a manual order or duplicate an order.
- No Entry - The destination is restricted, gated, or requires specific delivery instructions.
- Refused By The Buyer - A buyer who isn't expecting an order or does not want the order for reasons we may not know of may refuse an order.
- Waiting For Pickup - The buyer can request to have the order held at a nearby location for pickup. With many orders, there's no need to wait for a delivery attempt. If the buyer does not pick up the order it will return back to the fulfillment center.
- Delivery Exception - When an order is temporarily disrupted during transit and could impact when the order arrives at its destination. This can include the following: Holidays, Weather, Animal interference, Unable to clear customs, Contains prohibited items, or any other unforeseen reason. Note: This may also be seen as 'Dead Letter' or 'Disposed by Post Office'. If that is the case please Submit a request.*
- Delivered but Lost* - When a customer will state that they didn't receive their package even though the carrier's tracking status marks the package as 'Delivered'. This may happen when an order was delivered to the wrong address, marked prematurely ‘Delivered’ by the carrier or the package was left available for theft. For more information about lost orders, see What is Deliverr's Order Claims Policy?
- Lost in transit* - Although rare, there are some instances where a package may be lost within the carrier's network. This can happen for a variety of reasons, but some examples include a damaged label (torn, wet). In these cases, you can file a claim. For more information about filing a claim, see How to Submit Order Claims.
- Damaged In Transit* - If an order is damaged during transit including return to sender, the carrier may return/dispose of it without attempting delivery. You will need to file a claim. For more information about filing a claim, see How to Submit Order Claims. Note: Outbound charges will apply for re-shipping items.
Due to the reasons that are applicable, we will not reimburse fulfillment fees for orders that have returned to sender. Reasons with an (*) are eligible to be reimbursed by following the correct policy guidelines.
Undeliverable orders can be prevented but are inevitable. Having the right resources in place can help you reduce buyer complaints and resolve time-sensitive orders quickly. For more details or assistance please contact your Account Manager or Submit a request.