RTS - AU
From crazysales
- For Returned To Sender (RTS) items, please make sure to check the address of the customer. It is very important to check before asking customer to pay the re-delivery fee. If the order is from eBay, check the address provided by the customer in the eBay backend and compare it with the address saved in our backend.
- If the item was RTS due to incorrect/incomplete address provided by the customer, the customer must pay for the re-delivery fee and provide the correct address if they want us to resend the item. Please refer to More to Pay - AU for the process. If customer is not willing to pay and wants a refund, the refund must be in accordance with the Change of Mind Policy.
- If the item was RTS even if the address is correct but due to failed attempted delivery (closed or cannot access area, no one was present to accept the parcel, no safe place to leave the parcel, or no one collected the item from a Post Office or Local Depot, etc.), the customer must pay the re-delivery fee. Please refer to More to Pay - AU for the process. If customer is not willing to pay and wants a refund, the refund must be in accordance with the Change of Mind Policy.
- If the item was RTS even if the address is correct, check the tracking info very well and see if the item was sent to a correct area or if there is not delivery attempted. Some items may have been sent to a wrong suburb or state which is a mistake by the courier. Sometimes, there is no delivery attempted or no details shown on the tracking website. In this case, please forward the case first to the LOSS team for confirmation. Use the form: https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform
- For RTS cases caused by courier errors/issues, please resend the item at our own cost or process a full refund depending on customer's choice.
