Returned to sender

We aim to ensure all shipments arrive successfully on the first attempt, but there are situations where packages may be returned to sender due to delivery issues, location restrictions, or incorrect information. When this happens, it’s important to quickly identify the cause and take the appropriate steps to resolve it.

Packages can be returned to sender for a few reasons:

• The location has a ‘delivery window’ and it arrived too early/too late so the show site rejected it.
• The client couldn’t be located; sometimes the shipping label will cut off floor information, so they don’t know what unit to ship to.
• The location is closed.
• The wrong address was inputted; sometimes this is the client’s error, but it can be our error as well.
• Courier issues (e.g., missed delivery attempts or handling errors).

For XP/ES graphics, usually the courier will return to sender and attempt to send it back to China. Our main return-to-sender address is the LA office, there is a leadership Slack channel for returned packages and Bobby will notify the deal owner or support team to reach out to the client. 

Steps to resolve:

1. Determine if it was returned to sender due to a TSDC mistake or a client mistake. If it was a mistake by the client such as incorrect address, we will ship out via ground. If the client has a tight deadline, they can pay the difference to expedite the shipping.

   Please note: If this was due to a TSDC error (wrong address inputted/delivery window request not followed), we will cover the cost to reship to the client, even if it needs to be expedited. 

2. Create a ticket if it’s a vending issue for “wrong address”. 
3. If the client is not already notified = notify them that it was returned to sender and confirm what shipping address they need it reshipped to (recipient name should be confirmed too).
4. After the client has confirmed the address:

• If it was delivered to LA office: Communicate with LA office to arrange shipment and provide a shipping label.
• If it was delivered to PakMail: Create a shipping label for the client to ship it back and email Pakmail the label 
• If it was delivered to DZ/MAI/EEKO/ProPack: Message production the new address so they can contact our 3PL contact to have it reshipped. 
• If it was returned to a 3rd Party Vendor: contact them and let them know that a package has been returned back to them. Provide them the details of where it needs to be shipped to and the tracking number. CC orders@tradeshowdisplaycorp.com in case they need to confirm billing information. 

5. Create a task to monitor the reshipped package and email the client the tracking number when it’s been scanned in by the courier.

The priority is to quickly identify the cause, communicate clearly with the client, and coordinate internally to ensure the package is reshipped accurately and without further delays.