Refused parcel delivery: guide and consequences
When a delivery is refused, it triggers a series of actions affecting both the recipient and the sender.
Read more about a refused delivery, its consequences and when you can get a refund.
Jump to:
- What does it mean?
- Can I refuse a delivery?
- Refuse an online purchase
- Refuse a courier service
- Consequences
- Do I get a refund?
What does “Receiver refused the delivery” mean?
It means that the receiver didn’t accept the shipment. There are several cases why a customer would refuse the delivery of a package:
- The receiver was not expecting any packages.
- They are not the person who was supposed to receive the shipment.
- The customer expects not to be home at the time of delivery and wants to pick it up from a designated place of the courier company.
- The receiver decided that they do not want/need the package anymore.
Read more about:
Can I refuse a delivery?
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 in case of online purchase.
Refuse package delivery with online stores
It is usually possible to refuse the delivery of an online purchase delivered by courier.
- 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.
If you manage an e-commerce or online shop, visit our dedicated page about how to offer return services to your clients.
Refuse a parcel delivery directly with the courier
- You can refuse the courier delivery upon the driver’s arrival at the designated address. All you must do is let the courier know you refuse the delivery and provide a valid reason.
- 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.
What happens if I refuse a delivery?
When the recipient refuses the parcel delivery, the courier will:
- Send the package back to the sender, or;
- Keep the parcel in the depot until the situation is clarified.
Depending on the reason for the refused delivery and the courier policy, the sender may be required to pay the extra costs linked to the situation.
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Do I get a refund if I refuse a delivery?
The refund will depend on the reason for refusing the delivery of the parcel and the policy of the courier or the shop.
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 be entitled to get a refund. Check with the sender the rules to find out if you are entitled to a refund (full or partial).
Still have questions?
Check our delivery guides for more information.