SHIPPING - Returned by carrierUpdated 2 months ago
Returned by carrier
If a customer contacts us to ask about their parcel and the tracking status shows it has been returned, follow these steps:
Step 1. Identify the Reason for the Return
The parcel may be returned for one of the following reasons:
- The package was at a pickup point => follow article https://internal-helpcenter.gorgias.help/en-US/shipping---rejectednot-picked-up-1090075
- Incorrect/incomplete address details: Follow article: https://internal-helpcenter.gorgias.help/en-US/shipping---returned-due-to-incorrect-address-1090050
Always verify the status by checking the tracking on https://parcelsapp.com/ and the follow-up tracking link for the local carrier, which can be found on the right side in ParcelApp. Ensure that the order is marked as returned before proceeding.
In some cases, the supplier may inform us that the returned parcel will be reshipped once it has been returned to the warehouse. These situations usually occur when:
- The customer provided an incorrect address or name.
- The delivery failed or the parcel was not picked up within the specified time.
Make sure to inform the customer about the reason for the failure (if known), and encourage them to verify their shipping details + phone number for future orders.
If this happens, follow these instructions:
Step 1. Inform the Customer
Notify the customer that their parcel has been returned to the supplier's warehouse and that it will be reshipped once received. Explain that this process can take up to 10-30 days.
Step 2. Snooze the Ticket for Follow-Up
Snooze the ticket to follow up on the parcel’s return and reshipment status. Monitor the timeline to ensure timely action.