---
title: Carrier tracking shows an order was returned to sender, what happens next?
description: AccelPay will make every attempt to avoid a package returning to the retailer. We send “out for delivery” emails, a “delivery attempt” email, and a personalized second attempt email to your customer.
---

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# Carrier tracking shows an order was returned to sender, what happens next?

## AccelPay will make every attempt to avoid a package returning to the retailer. We send “out for delivery” emails, a “delivery attempt” email, and a personalized second attempt email to your customer.

If the order was returned to sender after three delivery attempts, AccelPay Customer Support will follow the procedure below:

1. If a package is returned to the retailer, AccelPay will reach out to the customer with two  
   options: 
     1. *Pay a re-shipment fee of $40*
     2. *Refund minus shipping costs + $25.*
        
        \*If the customer would like the order to be reshipped, the retailer will reship within 2 business days of the package returning to the retailer.

 

If the order was returned to sender without an explanation as to why, AccelPay support will follow the procedure below:

1. AccelPay will reach out to retailer and the shipping courier for any insight on why the  
   order was returned.
2. If the order was damaged in transit, we will follow the according protocol. (More info [here)](https://try.accelpay.io/knowledge/what-is-the-procedure-for-orders-damaged-in-transit?hsLang=en)
3. If there is still no “reason” for the return, AccelPay will contact the brand for coverage of  
   reshipping.

 

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