If your shipment was returned due to a COVID-19 service suspension, please contact us with your shipment ID for further details on postage refunds. Please note that returns are a feature of business accounts.
Not all deliveries happen as expected and sometimes this will prompt a shipment to be returned. There are two main reasons for return shipments:
- Undeliverable shipments (RTS)
- Customer returns
We are unable to advise why your shipment was returned. You can confirm the reason for the return by checking what is detailed on the shipment once received.
A shipment may be returned as undeliverable for any of the following reasons:
- Incorrect postage
- Incomplete, illegible, or incorrect address
- Addressee not at address (unknown, moved, or deceased)
- Mail unclaimed by recipient
- Mail refused by the addressee at the time of delivery
- Mail refused by the addressee after delivery (when permitted by the carrier)
Carriers will attempt delivery and if any of the above apply, the shipment may be returned to sender (RTS). The shipment will then be rerouted to the return address on the postage label.
A U.S. return address is required for U.S. and international shipments. By default Chit Chats provides a U.S. return address for your shipments. However, if you have a U.S. address and want to manage your own returns, this address can be changed in your Settings.
For Canadian shipments, the default return address is a Chit Chats Hub address. This address cannot be changed in your Settings.
Imagine your customer receives their item but realizes that they ordered the wrong size. You might expect the customer to initiate a return, even though the shipment was successfully delivered. These types of returns are often called ‘customer returns’.
In such cases your customers may create new postage for the return addressed to you, the sender. Please note that return postage labels for customer returns cannot be created from our platform at the present time.
We charge a return fee to process customer returns or any Canadian shipments not originally sent through Chit Chats. If your customer wishes to return a shipment that was successfully delivered, you can provide them with your personal or business address to send to in your return policy. Alternatively, you may choose to set up a PO box for your customer returns.
If you are using a Chit Chats’ U.S. return address for your U.S. customer returns, this means your returns will be managed by Chit Chats and you will be required to submit a Power of Attorney document. We do not permit the use of our U.S. return address for the purpose of importation. Only returns originally shipped through Chit Chats will be managed and processed.
All return shipments must be able to be associated with a Chit Chats account (either with client ID or client account name). If a return is unidentifiable or cannot be associated with an account, it will be disposed of or rejected.