When an item you’ve ordered encounters insufficient postage, it can delay delivery or result in the package being returned to the sender.
This is typically due to the seller providing incorrect weight or dimensions, or using packaging that suggests a higher level of service than what was actually paid for. (Using the 'supplied' "Carrier supplied Packaging" are not Free!) Here's how to handle such situations and avoid further complications.
If the carrier identifies insufficient postage, they will hold the package for a few days, giving you or the recipient the opportunity to pay the outstanding amount. If the missing postage is not covered within this time, the item may be returned to the sender or disposed of by the Carrier. The carrier’s notification will include the necessary details to resolve the issue.
Identify the Order
The carrier’s notification often includes minimal details. You will need to identify the order based on the limited information provided. Unfortunately, we do not have additional details beyond what’s included in the carrier’s notice. If possible we, try to get them to allow us to take a picture of the item so we can provide you with the most information possible, but sometimes getting a picture is not possible or even denied by the carrier!
Contact the Seller
It’s highly recommended to contact the seller directly. The seller may cover the additional postage cost, or you may request that they cancel the order to avoid further complications.
Pay the Missing Postage (Optional)
If you decide to pay the additional postage, the payment must be made directly to the carrier using the details provided on the "Could Not Deliver/ReDelivery" notification.
Request Us to Recover the Package (Optional)
If you’d like us to go to the carrier's office, pay the missing postage, and recover the package on your behalf, please note that this will incur additional service fees. Note, these fees will still apply even if the carrier has already returned the item or if issues arise with the package or its contents or lack of contents.
Q: How can I identify my order if the information from the carrier is limited?
A: Use the details provided by the carrier (e.g., date, shipping address) to match it with your recent purchases. Unfortunately, we do not have access to the package, so the carrier’s notice contains all the available information.
Q: Will you pay for the missing postage on my behalf?
A: We only pay the missing postage if you authorize us to do so. This may also incur an additional fees if you request us to assist in recovering the package. In most cases, it’s better to contact the seller to cover the cost or cancel the order!
Q: How long will the carrier hold the package before returning it?
A: Most carriers will hold the package for a few days, typically up to 1-7 business days, before returning it to the sender, but this depends on the level of the delivery service. Please refer to the carrier’s notification for specific details.
Q: What if I choose not to pay the missing postage?
A: If you decide not to pay, the carrier will return the package to the sender. You may want to contact the seller for a refund or to arrange another shipment once the issue is resolved.
Q: Can I cancel the order to avoid paying additional postage?
A: Yes, you should be able to contact the seller directly to cancel the order. If the package is returned due to insufficient postage, the seller may not automatically cancel the transaction and issue a refund so be sure to contact them.
Q: Why does this issue occur?
A: This issue typically happens when the seller provides incorrect dimensions or weight, or uses packaging for a higher shipping level but pays for a lower service. The carrier detects this discrepancy and holds the item until the correct postage is paid. This is typically a Seller error not much you can do to avoid these types of errors, good news they are not frequent.
Q: How can I avoid this in the future?
A: Ensure the seller provides accurate shipping details and that the correct postage is paid and packaging is used before shipping the item. If you are repeatedly facing this issue with a specific seller, consider addressing it with them directly or using a different shipping method or stop buying from this seller.
