Returned Orders
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Returned to overseas warehouse
What is a returned to overseas warehouse order?
An order is returned by the local courier to an overseas warehouse in several cases.
Examples include:
- Customer provided the wrong address
- Customer was not at home and pickup point was not available
- Package was not picked up at a pick-up point
- Package refused by recipient
- Recipient indicated that the package was not for him/her
- Recipient could not be reached
Apart from the fact that these above reasons are given, this is not necessarily always the case. For example, there are incidentals, where the local carrier indicates that the address is incorrect, but after confirming with the customer, the customer indicates that the address is just correct.
Unfortunately, the only thing we can do in such a situation is to still wait for the return period and re-deliver the package to the customer once it arrives.
The process
The process of returned to overseas warehouse orders is as follows:
The local carrier service indicates that the package will be returned to the overseas warehouse.
This process can usually take 7-60 days. This is because the local carrier waits until they can fill a container with goods that will also be returned.
Once the package arrives at the overseas warehouse, you will be notified.
You are expected, to email the customer and confirm the address with the customer.
Once you have confirmation from the customer with his/her address + contact information, you need to deliver it to U-Send so we can submit the re-delivery to the carrier.
Prevention
The whole process of returned to overseas warehouse orders is one you would much rather be ahead of.
In some cases, as described above when the local carrier makes a mistake, it cannot be avoided.
However there are also cases where it is preventable.
Therefore keep a close eye on the track & trace from the portal. In our portal you have an "attention" tab, where you can see at a glance which orders need attention.
For example when an order is ready at a pick-up point, you can then inform the customer in time so it won't be forgotten to pick-up the parcel.
This immediately prevents a lot of hassle with an order afterwards
What to do
Once an order is "returned to overseas warehouse," this order will appear under the menu orders > returned to overseas.
Here you can easily find the track and trace, local track and trace and email address of the order.
As described above, it is important that you confirm the address with the customer. This way we can re-deliver the package (we can NOT refund returned to overseas warehouse orders)
Therefore, send the customer an e-mail asking them to send you their full address + contact information again.
Once the customer has forwarded this, click on the "chat bubble" icon, and enter the correct address.
ALWAYS check the address yourself via Google to see if the address really exists, this will prevent the order from being returned again.
Once you have completed and confirmed the address, your order will be transferred to "Completed" status. Our team will pick this up and will automatically put your order under "archived" with a re-send tracking. This may take some time!
Expired Deadline
Make sure at all times to respond before the deadline (!)
This is extremely important because if you do not respond before the deadline, the courier will automatically proceed to destroy your package.
After your package has been destroyed, we will unfortunately not be able to issue a refund or resend.