Understanding Undeliverable Packages
As a Shopify merchant using Markets Pro, undeliverable package adjustments are now reflected in your Payouts and order timeline events. This helps provide transparency and accurate tracking of additional fees related to undeliverable shipments and returns.
What Makes a Package Undeliverable?
A package is deemed undeliverable when it cannot reach the intended recipient. Common reasons include:
- The shipping address provided is incomplete, illegible, or incorrect.
- The address cannot be located.
- The package fails customs clearance in the destination country or region.
- The customer refuses to accept the package before opening.
- The package contains prohibited items as per carrier or customs regulations.
Expected Outcomes for Undeliverable Packages
If your package is marked undeliverable, Shopify Support typically sends you an email detailing the issue and the outcome. In some situations, DHL Express might contact either you or the buyer directly to address the delivery challenge.
Possible outcomes for undeliverable packages include:
- Redirecting the package to an alternate address.
- Returning the package to its origin.
- Marking the package as abandoned if delivery or return options are not possible.
Associated Fees and Payout Adjustments
Each outcome may incur fees, which are reflected in your subsequent Payout and documented in the order timeline events within your Shopify admin. These fees depend on the carrier, the location, and the specific reasons for the undeliverable status.
For detailed guidance, merchants can refer to the Shopify Help Center to learn more about Markets Pro undeliverable package adjustments, fees, and processes.