(Shipping & Delivery for Sellers)

A shipment marked Returned to Sender means the order could not be delivered and has been sent back instead of reaching the customer.
This can happen with both local and international orders — including those Dispatched by Kingston Express.

This guide explains why returns to sender happen, what happens to the order and inventory, and what sellers should do next.

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What Does “Returned to Sender” Mean? #

A shipment is marked Returned to Sender when:

• Delivery failed multiple times, or
• The shipment could not be released by customs, or
• The address or contact details were invalid

📦 The item is not lost — it is being sent back.

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Common Reasons Orders Are Returned to Sender #

✔ Customer unavailable after repeated attempts
✔ Incorrect or incomplete address
✔ Customer refused the package
✔ Customs clearance failure (international)
✔ Unpaid customs duties or taxes
✔ Restricted or prohibited item

📌 Most cases are address or customs related.

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Step 1: Check How the Order Was Shipped #

Before taking action, confirm the shipping method:

🟦 Dispatched by Kingston Express #

• Kingston Express manages the return process

🚚 Seller-Managed Delivery or Courier #

• Seller is responsible for next steps

📌 Your responsibility depends on this.

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If the Order Was Dispatched by Kingston Express #

What Happens Automatically #

• The package is routed back to a Kingston Express dispatchment center
• The return is logged and inspected
• Inventory status is updated

What Sellers Should Do #

✔ Monitor order status
✔ Wait for inspection outcome
✔ Respond if contacted

What Sellers Should NOT Do #

❌ Do not resend immediately
❌ Do not issue refunds before review
❌ Do not contact couriers directly

📦 Dispatchment handles the process end to end.

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What Happens to the Inventory? #

After inspection:

• Resellable items → returned to dispatchment stock
• Non-resellable items → removed from active stock

📊 Stock levels update after inspection is complete.

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How Refunds Work After Return to Sender #

Refund handling depends on:

• Reason for return
• Product condition
• Shipping method

Typical outcomes: #

• Customer may receive a refund (per policy)
• Seller earnings are adjusted accordingly
• Delivery fees may not be refundable

📌 Returned to sender does not always mean full refund.

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If the Order Was Seller-Managed #

Seller Responsibilities #

✔ Receive or collect the returned item
✔ Inspect product condition
✔ Decide next steps:

• Resend
• Refund
• Hold for customer

📞 Communication with the customer is key.

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International Orders: Special Considerations #

International returns may occur due to:

• Customs rejection
• Missing or incorrect documentation
• Unpaid import duties

⚠️ International returns take longer and cost more.

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Who Pays for Return Shipping? #

This depends on:

• Reason for return
• Delivery method
• Platform policy

📌 Customs-related returns are usually customer responsibility.

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Common Seller Mistakes to Avoid #

❌ Refunding before inspection
❌ Resending without confirming cause
❌ Ignoring return notifications
❌ Promising free re-delivery

⚠️ These mistakes often create disputes.

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How to Reduce Return-to-Sender Cases #

✔ Encourage complete addresses
✔ Require phone numbers
✔ Set clear international shipping expectations
✔ Use Dispatched by Kingston Express
✔ Avoid restricted items

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When to Contact Support #

Contact **Kingston Express Support if:

• A dispatchment return outcome seems incorrect
• An international return is stuck unusually long
• You need clarification before refunding

📧 Include order ID and delivery method.

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Final Tip #

A Returned to Sender status is a process outcome — not a failure.
Follow the steps, wait for inspection, and let the correct process run. Sellers who stay patient and informed protect both inventory and revenue 📦🚚