Handling a parcel returned to an overseas supplier

A return-to-sender event does not settle an undelivered order. First establish where the parcel is and why it is returning, then agree and complete the customer’s outcome.

Assign one person to contact the carrier and overseas supplier and keep the customer informed. A supplier dispute or carrier claim is separate from resolving the customer’s order.

Find the parcel and the cause

Use the latest carrier event to check the destination address, failed-delivery reason and whether the parcel is still in Australia, on its way back or at the supplier. Ask the carrier to trace it and explain whether its process can stop the return, correct the address or redirect the parcel; do not assume those options are available.

FedEx’s APAC Standard Conditions of Carriage state that a parcel may be returned to sender, with the sender responsible for the original and return charges, or placed in a general order warehouse. Check which terms apply to the shipment before approving a charge.

Check the order record for a mistyped address, missing apartment detail, failed collection, customs issue or supplier label error. Treat these as possible causes to investigate, not conclusions drawn from a generic tracking message.

Ask the supplier to confirm its return address, whether it will accept and inspect the parcel, whether replacement stock is available and whether it can re-dispatch the item. Ask for the cost before approving re-dispatch.

If re-dispatch is agreed, provide the corrected delivery address if needed and ask the supplier to confirm dispatch and share the tracking details. Keep the customer’s order open if the supplier refuses the return, and handle that dispute separately.

Keep the customer updated, distinguishing confirmed information from possibilities. If the carrier cannot locate the parcel, ask it to trace the item and explain its claim process; do not wait for a carrier or supplier claim to settle before deciding the customer’s outcome.

Choose a remedy the customer can understand

Assess the customer’s rights under the Australian Consumer Law (ACL) against the facts of the order. Overseas fulfilment is not a reason to assume the ACL is irrelevant to an Australian consumer sale.

Consider a replacement, re-shipment, refund or another appropriate solution against available stock, time and cost. Explain any proposed new delivery window before asking the customer to accept it, and do not leave them waiting while the store argues with its overseas supplier.

Check the terms that apply to the order and supplier arrangement before assigning return or re-dispatch costs. Konsilee’s terms state that a customer who refuses duties and taxes and has a parcel returned to sender is liable for all shipping costs, including original and return shipping; this is Konsilee’s stated rule, not a general allocation.

The first step is for the customer to contact the business to resolve the issue. The customer can report a consumer issue to the ACCC, which uses reports to inform its education, compliance and enforcement work, but does not resolve individual disputes about failure to supply or delayed supply.

Record the customer’s decision and pursue any carrier or supplier claim separately. Keep the order open until the customer receives the agreed outcome.

Key Facts from Australian Consumer Law and Supplier Terms