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Returned to sender meaning

The package is coming back to you.

Say why the carrier sent it back, confirm the right address, and let the customer choose a reship or a refund.Updated · By Ziyad Basheer
Use this template freeSee the template

Short answer

A package goes back to the sender when the carrier cannot deliver it, usually because of an incomplete address, a refused delivery or an unclaimed pickup. Tell the customer what tracking shows, confirm the address, and offer a reship or a refund once it is back with you.

The templates

Fills in from Shopify, with a fallbackYours to fill in
EmailReship or refund
Subject: order.name is heading back to our warehouse
Hi customer.first_name, order.tracking.carrier could not deliver order.name and is returning it to us. The latest tracking update says: order.tracking.status. The address on the order is order.shipping_address. Is that correct? Once the package is back, we can: 1. Reship it to a confirmed address at no cost / for amount. 2. Refund the order in full. Just tell us which you prefer.
ChatShort reply
order.tracking.carrier is sending order.name back to us: order.tracking.status. Could you confirm your address? Once it is back, our team can reship it or refund you, whichever you prefer.
Internal noteBefore you reply
Return to sender on order.name. Status: order.tracking.status. Address: order.shipping_address. When it arrives: reship to the confirmed address or refund. Decide who pays reshipping per policy.

When to use

The carrier is sending the package back to you, or tracking says returned to sender. Not when the parcel is only delayed or stuck.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask what happenedYour returned to sender topic is detected.
The order shippedOrder exists is true, with tracking.
The carrier flagged itOptional: shipment status is exception.

Example conversation

Customer
Tracking for #1083 says return to sender. What does that mean?
Aide
FedEx could not deliver #1083 and is sending it back to us. The latest update says the address could not be found. The address on the order is 7 Pine Rd, Halifax, NS. Is that right? Once it is back, our team can reship it or refund you, whichever you prefer.
✓Carrier status read from FedEx · Order #1083

Frequently asked questions

The carrier could not deliver it: an incomplete or wrong address, a refused delivery, or a package left unclaimed at a pickup point past its hold time.

Often as long as the original delivery, sometimes longer. Wait for it to arrive before reshipping, unless your policy says otherwise.

It depends on why it came back. If the address was wrong at checkout, many stores charge shipping again; if the carrier made the mistake, they reship free.

No. Aide explains what happened and collects the right address, and a teammate sends the reship or approves the refund.

Related templates

Shipment exceptionThe carrier reported a problem.Chat · Internal noteMissing apartment numberAdd a unit or suite number to the address.Email · Chat · Internal noteWrong address after shippingA wrong address, noticed after it shipped.Email · Chat · Internal noteCancel after shippingThe order shipped before they asked to cancel.Email · Chat · Internal note

Related

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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