Return-To-Sender
The following are common reasons for items returned to sender:
- The address does not exist or is incorrect.
- The item contains insufficient postage.
- The addressee has moved without providing a forwarding address.
- The item is refused by the addressee.
For merchants using SPOD US
Where your RTS (returned-to-sender) order will go depends on the address you entered in your SPOD account.
- If your Shopify business address is in the U.S.A, SPOD will automatically set the RTS address to your address. This can always be changed in our App's settings.
- If you have an address that is registered outside of the U.S.A, the RTS address will be set to SPOD's Greensburg factory address.
This means the courier will use the address in your account if your address is in the US, or they will use the SPOD address in Greensburg.
If you are outside the U.S.A, SPOD will contact you and provide two options:
- SPOD will collect RTS orders and send them to the merchants once per quarter.
or
- The merchant provides SPOD with a new delivery address, and SPOD will reship the package with secondary shipping costs applied. If you do not react to our messages within 30-days, the order will be destroyed. You still will be responsible for paying the RTS orders, and there are no refunds.
Tracked packages can be monitored via the tracking status. Domestic packages are tracked, whereas international ones are not.
Any claim needs to be made no later than 30 days after the product’s expected date of arrival.
For merchants using SPOD EU
For EU and other addresses, it is currently not possible to change the RTS address. Due to legal restrictions, we need to use the HQ address in Leipzig, Germany.
When an order is returned to us, we will contact you and offer two options:
- We correct the address and send it back to your customer.
or
- We change the address to your own address for you to receive the parcel.
Unfortunately, refunding those orders is not an option, as you are responsible at this point for your orders.
Any claim needs to be made no later than 30 days after the product’s expected date of arrival.