Return to Sender

Return to sender occurs when a carrier cannot complete delivery and sends the package back to the original shipper. This can happen for various reasons and typically involves additional costs and delays.

Reasons for Return to Sender

Address Issues

• Invalid or incomplete address
• Recipient moved, no forwarding
• Address doesn’t exist
• Cannot locate address

Delivery Failures

• Multiple failed delivery attempts
• No safe location to leave package
• Access problems (gated community, locked building)
• Business closed permanently

Recipient Actions

• Recipient refused delivery
• Requested return
• Unclaimed after hold period
• COD payment refused

Package Issues

• Prohibited contents discovered
• Damaged beyond delivery
• Customs rejection
• Inadequate packaging

Return to Sender Costs

Additional possible charges:

• Address correction fee (if attempted)
• Storage fees (if held)
• Original shipping (non-refundable)
• New shipping to reship

RTS Process Timeline

Typical sequence:

1. Day 1-3: Delivery attempts
2. Day 3-5: Package held for pickup notice
3. Day 5-15: Hold period at facility
4. After hold: Return initiated
5. 7-14 days: Package returns to sender

Total time: 2-4 weeks from ship date

Tracking RTS Packages

Status messages indicating RTS:

• “Return to sender”
• “Undeliverable as addressed”
• “Refused by recipient”
• “Unclaimed”
• “Returning to shipper”
• “Forwarding expired”

Preventing Return to Sender

Verify Addresses

• Use address validation tools
• Confirm with customer before shipping
• Check for apartment/unit numbers
• Verify ZIP codes

Delivery Options

• Require signature for valuable items
• Offer delivery instructions
• Provide pickup alternatives
• Use carrier delivery management

Communication

• Send shipping notifications
• Include tracking information
• Provide delivery expectations
• Give contact options for issues

When Package Is Returned

Inspect the Package

• Check for damage
• Note carrier markings
• Document condition

Determine Cause

• Review tracking history
• Check original address
• Contact carrier if unclear

Decide Next Steps

• Reship to correct address
• Refund customer
• Contact customer for updated info
• Write off if appropriate

Customer Communication

When RTS occurs:

1. Notify customer promptly
2. Explain what happened
3. Request correct address
4. Offer to reship or refund
5. Document for future reference

Template:

Your order was returned to us because [reason]. Please confirm your correct shipping address so we can reship, or let us know if you’d prefer a refund.

Business Considerations

Track RTS rates:

• Industry average: 2-5%
• High rates indicate address problems
• Monitor by customer/region

Policy decisions:

• Who pays for reshipping?
• Refund policy for RTS
• How many reship attempts?
• Handling fees for returns