Returns typically happen for one of two reasons: an incorrect or undeliverable address (the address on file didn't match a valid delivery location), or a refused delivery (the recipient declined the package when it arrived).
Can you just reship it to the same address?
No. If the shipment was returned because of an address issue or a refused delivery, sending it again to the same address will most likely produce the same result. The underlying issue needs to be resolved first.
Who's responsible for contacting the end customer?
Your team is. We don't provide support directly to your clients, so you'll need to reach out to them to sort out next steps. This holds whether the package is returned to you directly or comes back to Acutrack's receiving — either way, reaching out to your client is on you. When Acutrack receives a returned package, we'll notify you, but we don't have a direct line to your client, so that outreach is still yours to make.
What do I need to confirm with my client before we reship?
One of the following:
- A corrected, verified shipping address, or
- Confirmation that they'd like a refund instead of a reshipment.
If reshipping, you'll need to enter a new order in our portal with the corrected address. If your client wants a refund instead, no reship order is needed.
Who covers the cost of reshipping?
You do. Reshipping costs are covered on your end, not Acutrack's.
Where do I submit the reship order once everything's confirmed?
In our portal — enter the new order there once you've confirmed the corrected address (or decided on a refund) with your client.