Overview of Undeliverable Orders
An order is considered undeliverable when the carrier cannot complete delivery due to issues such as:
- Invalid or incomplete address
- Recipient unavailable to accept the package
- No safe location to leave the package
- Package refused by the recipient
In these cases, the carrier may attempt to contact Flexport* for more information. If delivery remains unsuccessful, the package is typically returned to the sender (Flexport fulfillment center), forwarded, or disposed of by the carrier. Once returned, undelivered items are restocked into your inventory automatically. If any items are damaged upon return, Flexport will notify you separately.
Return to Sender Status in Flexport Portal
When a package is returned to sender, the order status in the Flexport Portal may show as "Attempted" or "Delivered." In this context, "Delivered" means the package was delivered back to our fulfillment center, not to the customer.
Common Reasons for Undeliverable Orders
- Address Issues: Incorrect or incomplete address information. Carriers generally make multiple delivery attempts before returning the package.
- No Entry: Restricted or gated destination, or missing delivery instructions.
- Refused by Buyer: The recipient declines the package.
- Waiting for Pickup: The buyer does not collect the package from a designated pickup location.
- Delivery Exception: Disruptions such as weather, holidays, customs issues, or prohibited items.
- Damaged in Transit: If the package is damaged during transit—including during return to sender—the carrier may return or dispose of it without delivery.
Flexport does not reimburse fulfillment fees or product value for orders that are returned to sender due to being undeliverable. This applies regardless of the reason for the return to sender status. Claims for reimbursement are only considered for specific scenarios such as packages lost in transit or damaged in transit, following Flexport's claims policy guidelines. Credits for approved order claims may be retracted (reversed) if a package is returned to sender after claim approval.
Preventing Undeliverable Orders
- Double-check address details when creating or duplicating orders.
- Provide clear delivery instructions for restricted or gated locations.
- Communicate proactively with buyers about delivery expectations.
Have More Questions?
If you have additional questions about submitting order claims or need further assistance, please submit a request to our Support Team.
*Flexport operates Flexport as a subsidiary; legal agreements are entered into with Flexport as the contracting entity.