For Shippers
Q1: What does RTS (Return to Sender) mean?
A: RTS occurs when a package is returned to the shipper due to issues such as incorrect address, incorrect phone no. or consignee not reachable, refusal by the consignee, or failure to collect the package within the stipulated time.
Q2: Why would a package be returned to the sender?
A: Common reasons include:
- Incorrect or incomplete delivery address.
- Incorrect or consignee’s contact no. not reachable.
- The consignee was not available to receive the package.
- The consignee refused to accept the package.
- The package was not collected from a pick-up point within the specified timeframe.
Q3: How will I be notified if a package is being returned?
A: You will receive a notification via email, depending on your account settings, informing you that the package is being returned and the reason for the return.
Q4: Will I be charged for RTS?
A: Yes, there may be additional charges for returning the package, depending on the shipping policy of the service provider. Some of the service provider didn’t charge for RTS within West Malaysia but if RTS between West Malaysia and East Malaysia normal charges may applied. These charges typically cover the cost of returning the item to you.
Q5: What should I do when I receive an RTS package?
A: Inspect the package to determine if there’s any damage. You can then decide to re-ship the item, contact the consignee for clarification, or process a refund.
Q6: Can I stop an RTS package from being returned?
A: If you realize an issue before the package is returned, you may contact the courier to attempt a re-delivery or hold the package. However, this is not always guaranteed and depends on the courier’s policy.
Q7: What happens if the package is damaged upon return?
A: If the package is damaged during the return process, you may file a claim with the courier service. The outcome will depend on the shipping insurance and the terms and conditions of the courier. You may contact our Live Chat customer support for claim processing.
For Consignees
Q1: What does RTS (Return to Sender) mean?
A: RTS occurs when a package you were supposed to receive is returned to the shipper due to delivery issues, such as an incorrect address, incorrect contact no. or the contact no. is not reachable, or your refusal to accept the package.
Q2: Why was my package returned to the sender?
A: Common reasons include:
- Incorrect or incomplete delivery address.
- Incorrect or contact no. not reachable.
- You were unavailable to receive the package.
- You refused to accept the package.
- The package was not collected from a pick-up point within the specified timeframe.
Q3: How can I avoid having my package returned to the sender?
A: Ensure that your delivery address and contact no. is accurate and complete. If you miss a delivery attempt, arrange for re-delivery or pick up the package from the designated location as soon as possible.
Q4: What should I do if I want to receive the package that was returned to the sender?
A: Contact the shipper as soon as possible to arrange for the package to be re-sent. Depending on the situation, there may be additional shipping charges.
Q5: Can I request a re-delivery before the package is returned to the sender?
A: Yes, if you missed a delivery attempt, you can often arrange a re-delivery through the courier service before the package is returned to the sender. You may contact our Live Chat customer support for assistance.
Q6: What happens if I refuse to accept the package?
A: If you refuse the package, it will be returned to the sender. Depending on the shipper’s policy, you may be eligible for a refund or the package may be re-sent after resolving any issues.
Q7: Will I be charged for an RTS?
A: Charges for RTS are typically borne by the shipper, but if you request a re-delivery after the package has been returned, you may be responsible for the new shipping fees.
