Receiver Refused the Delivery | What Happens Next?4 min read
Receiver refused delivery

A refused delivery is a rather unpleasant situation for an online seller, but in reality, it does happen that an order is refused or cancelled by the receiver. On the other hand, the receiver can and has the right to refuse delivery. We will explain what to do in both cases, as a customer or as a seller.

The order was refused by the receiver. What now?

If the customer refused to accept the delivery, you should first try to understand its reason.

  • The items were damaged – If the customer refuses to accept the delivery due to damage, you should either replace the product or send a refund. Read more about damaged parcels here.
  • The delivery was late – Customers expect the delivery within a specific time-frame and they can cancel or refuse to accept a delivery if its anything outside of the promised. You should reach an agreement directly with the customer to understand what they prefer next. Continue reading about late deliveries here.
  • The customer decided they no longer need the product – For a seller, it is a very misfortunate situation but unfortunately it is not uncommon that the receiver changes their mind. Usually, you will get the products back to you in such situations.

Can I refuse delivery? | Online stores: Shopee, eBay | Couriers: UPS, FedEx, DHL, DPD & other

In general, as a receiver, you can cancel and refuse the courier delivery. There are different scenarios depending on whether you want to cancel the delivery directly with the courier company or discuss with the store directly. Read more to find out what to do in both cases.

Read more about:

How to refuse a package delivery with:

Online stores:

  • In most cases, you can refuse the package upon delivery if you have selected cash on delivery. The item will then go back to the seller.
  • If you have selected any other payment method, you would have to contact the seller to see if you can return the item and receive a refund.
  • The easiest way is to cancel the order before it is shipped. Then, the seller will have the time to make the required changes to avoid fees for the order.

Courier companies:

  • You can refuse the courier delivery upon the driver’s arrival at the designated address. All you have to do is let the courier know you refuse the delivery and provide a valid reason for it.
  • If you miss the courier, you can leave a note on the door (or any other typical delivery location) saying that you refuse the package delivery.
  • If the courier driver leaves the package in front of your porch, and you do not want it, do not open it and call the courier company to return it to the nearest depot.

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Do I get a refund if I refuse a package delivery?

The refund will depend on the reason for refusing to accept the delivery of the parcel. What does this mean?

In both online stores and courier companies, if you see that the package and the content are visibly damaged upon delivery, you can request a refund.

On the other hand, if you have paid for a package or just awaited a shipment you paid for and decided you no longer want it, you may not receive a refund. However, different rules apply to online stores, so you should check more details with the online store seller.

What does “Receiver refused the delivery” mean?

It means that the consignee refused to accept the shipment. There are several cases why would a customer refuse the delivery of the package:

  • The consignee was not expecting any packages.
  • He/she is not the person who was supposed to receive the shipment.
  • If the customer expects not to be home at the delivery time and wants to pick it up from a designated place of the courier company.
  • The consignee decided that he/she does not want/need the package anymore.

Can I refuse the delivery if I have booked shipping through Eurosender?

A shipment booked through our platform can be refused upon delivery. However, keep in mind that once the parcel is collected and is on the road, refunds are no longer possible.

Can the courier company refuse to deliver the package?

Yes, couriers can refuse to deliver packages, and it happens in the following situations:

  • If the package is considered (or discovered) to be counterfeit.
  • If the courier driver suspects the content of the package has drugs or other prohibited items.
  • If the courier cannot physically get to the location.
  • If there are bad weather conditions.
  • If the receiver refuses to sign the proof of delivery, the courier driver might refuse to hand in the package.

What will the courier company do with the refused parcels?

  • Send the package back to the sender, or
  • Keep the parcel in the depot until the situation is clarified.

Once the parcel is processed for return, there is little you can do to change its route, and it will most probably imply additional costs. Therefore, the golden rule is always to check the tracking and transit of your parcel.