Failed deliveries can be frustrating, but understanding the process and your options can help resolve these issues quickly. Here are some common questions and answers regarding failed deliveries due to insufficient postage or other issues.
Q: Why was my package not delivered?
A: A package can fail to be delivered for several reasons, including incorrect address details, insufficient postage, or problems with the shipping label. The most common issue is damage to the Packaging and/or Label followed by insufficient postage, which happens when the weight or dimensions of the package are misrepresented by the sender, or when the used packaging requires a higher postage rate.
Q: What happens if the carrier says my item was delivered but It was never received at the intended address?
A: If the tracking information indicates that the item was delivered but it was not receive at the expected address, the package may have been delivered to the wrong address, lost or could still be with the carrier. Many times the package is delivered a few days later, especially if promptly reported. Either way, contact the seller or marketplace promptly to investigate and solve this issue and verify with them that the item was NOT delivered to the specified location.
Q: Who is responsible for resolving a misdelivered package?
A: In cases where the carrier claims the item was delivered but it didn’t reach you, the seller is generally responsible for ensuring you receive the correct item. After reporting the issue to the seller, the seller should initiate an investigation with the carrier, offer a refund, or reship the item, if they don't you may need to escalate the issue with seller or the related marketplace for further assistance.
Q: What can I expect the seller to do if my package was misdelivered?
A: Once you report the issue to the seller, they should work with the carrier to locate the package or resolve the problem. Depending on the outcome of the investigation, the seller may offer a replacement, reship the item, or issue a refund.
Q: How do I know if my delivery failed due to insufficient postage?
A: The carrier will usually leave a notification explaining the issue. This may be an email, tracking update, or a physical slip left at the delivery location. It will often specify that the package could not be delivered due to insufficient postage and provide instructions on how to pay the missing amount.
Q: What can I do if my package has insufficient postage?
A: You have two main options:
Pay the missing postage directly to the carrier (either online or in person).
Choose not to pay and let the carrier return the package to the sender.
For more details, see our guide on
Dealing with Insufficient Postage for Delivered Items
Learn what to do when a package encounters insufficient postage, how to identify your order from limited carrier information, contact the seller, and decide whether to pay for missing postage or request assistance in recovering the package. Includes FAQs and related topics.
Q: How do I identify which package the failed delivery notice is for?
A: The information provided by the carrier may be limited. You will need to match details such as tracking numbers or reference codes from the carrier's notification with your order information. Unfortunately, we do not have any additional details beyond what the carrier provides.
Q: Should I contact the seller about the failed delivery?
A: Yes, it’s a good idea to inform the seller. They may assist by either covering the missing postage or helping you cancel and reorder the item. The seller might also adjust the package’s dimensions or weight if the issue occurred due to incorrect details.
Q: What happens if the package is returned to the sender?
A: Once the carrier returns the package to the sender, you will need to coordinate with the seller regarding the next steps. This could involve a refund, reshipping, or resolving any issues that caused the return.
Q: How long will the carrier hold my package?
A: The hold time varies by carrier, but it is typically between 1 and 7 days, depending on the carrier and Type of service. After this period, the package will be returned to the sender or even disposed if no action is taken.
