Orders may be returned to sender for the following reasons:
- Relocated: The retailer has moved to a different address, but the shipping information hasn’t been updated.
- Error or typo in address: A mistake in the address details caused the package to be undeliverable.
- Invalid address: The address is incorrect or missing information.
- Unable to receive the order: There was a failure in receiving the order. It may have been refused or was undeliverable due to damages.
- Missing customs information: International orders may need additional customs documentation to clear customs. If this information is not provided, the carrier may return the order to you. To learn more, visit: A guide to selling internationally on Faire.
What should I do if the return to sender order was damaged?
Once you receive the returned to sender order, you can assess the condition of the items and determine if they can be restocked. If the returned to sender order was damaged, delivered to the wrong location, destroyed, or abandoned by the carrier, visit Shipping insurance to review if you have insurance claim options.
What should I do if my package was returned to sender due to a customs issue?
We suggest contacting the carrier to determine which customs information is missing. If the retailer has requested a replacement, make sure to include all necessary information when reshipping.
Brands are responsible for providing:
- Product specific documentation if applicable
- Documentation specific to your company (if required)
- Documentation specific to your manufacturing practices or information (if applicable)
- Any export documentation required by the country you ship from and to, for the products you sell
- Proof of Origin documentation if required for your products
How do I reship an order that was returned to sender?
If the order was returned due to issues with the retailer's address, you should contact the retailer through Faire Messenger to address the returned shipment. Connect with the retailer to understand what happened and determine how to proceed.
For next steps on handling a returned to sender order:
- The retailer needs to report the missing items. If the order isn’t in a delivered status, reach out to our team for assistance to allow your retailer to submit a missing item report.
- The retailer will choose from one of the following options in the missing item report:
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Request a replacement: If the retailer wants a reshipment, they must request a replacement through the missing item report.
- You won’t receive a payout for the original items that are reported and sent back to you. You will get paid upon shipment for reshipped replacements.
- Before you ship a replacement, confirm with the retailer that they are able to receive the new shipment to avoid repeated delivery issues.
- Cancel the items: If the retailer chooses to cancel, their invoice will be adjusted and you will not receive a payout for the order.
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Request a replacement: If the retailer wants a reshipment, they must request a replacement through the missing item report.
Who pays for the order to be reshipped?
Retailers are eligible for free shipping on replacement orders, funded by Faire. A reshipment can only be processed if a replacement order is requested at the time the original order is reported.
How is my payout impacted by return to sender orders?
Once the retailer reports the order as missing, your payout on the original order will be deducted for the cost of the items. You will still receive payment for the original shipping cost. When processing a replacement order, you need to enter the new tracking number along with the corresponding shipping cost. Faire will reimburse you for both the replacement items and the shipping costs incurred from reshipping these orders.
How do return to sender orders impact my Customer Service analytics and Top Shop?
Return to sender orders do not impact your Customer service or Top Shop metrics. Orders that are reported as fully missing are excluded from your Missing items percentage. To learn more about your Missing items metric, visit What is considered a missing item in my customer service metrics?
What can I do if I was charged a return to sender fee?
We recommend getting in touch with our team with a receipt of the return to sender fees if you were charged, and a support specialist can help review.