Use this when an order shipped successfully but was returned to us by the carrier (USPS or Canada Post). The resolution depends on whether the shipping address on the order was correct or incorrect, so always verify the address before deciding anything.
Contact Reason: Shipping Issue > Returned to Sender
STEP 1: Confirm the return
Check the order and tracking. Tracking should show a “Returned to Sender” status, or the warehouse has flagged the package as received back. Confirm the order number and pull up the order in Woo.
STEP 2: Verify the shipping address (required, do not skip)
Before choosing a path, verify the address on the order is actually correct. Do both checks:
Cross-check the address against Google Maps.
Check the customer’s previous successfully delivered orders for the correct house/unit/apartment/PO Box number.
This step is mandatory. It separates a true carrier-fault return (Case A) from a customer-fault return (Case B). If you skip it, a wrong-address return can be mistaken for carrier fault and credited in full.
CASE A: Address was CORRECT but still returned
Ask the customer if this has happened before.
If this is the first time, offer the customer their choice of: a free reship to the same verified address, or store credit for the full order value.
If it has happened before to this customer, do not auto-reship. Escalate to a manager first.
Set the Return to Sender attribute to “Correct address provided”.
CASE B: Address was WRONG or incomplete (customer error)
Ask the customer to contact the carrier directly (USPS for US, Canada Post for Canada, depending on where the order shipped) with their tracking number, to see if the address can be updated or the package released or intercepted.
If the carrier cannot help, offer a one-time courtesy store credit for the order value minus a $15 fee. This courtesy applies once per customer.
Use the macro: “Returned to Sender - Wrong Address (Courtesy Credit)”.
Set the Return to Sender attribute to “Incorrect address provided”.
ALWAYS LOG
Contact Reason = Shipping Issue :: Returned to Sender · Shipping Issues = Returned to Sender · Return to Sender = Correct/Incorrect address provided · Order #.