Your UPS tracking page states “The Receiver Does not Want the Product and Refused the Delivery“.
What happens now if you are the sender?
What if you are the recipient and you didn’t actually refuse the product?
What exactly is going on here?
Let’s take a look…
Summary: The Receiver Does not Want the Product and Refused the Delivery
If you are the sender and you receive this update arrangements will be made for the item to be delivered back to you. The cost of which will be determined on the return policy of both you and the carrier, (in the majority of cases the sender will cover the return fee). If you are the recipient and you didn’t refuse the delivery you should contact UPS ASAP.
The Receiver Does not Want the Product and Refused the Delivery – Guide
On the face of it, this is a self-explanatory tracking alert from UPS.
The receiver of the package has refused the delivery and wants it to be returned to the sender.
If you are the recipient and you refused delivery the question you will be wondering is who will pay the return postage costs.
Where you have not accepted the package at all, (i.e not opened it), it is normally the sender that will cover the return fee.
However, you will also need to contact the sender in order to arrange the cost of the product being returned to you, (or a replacement if that is what is required).
Conversely, if you are the sender in this scenario you will want to find out why the item has been refused and is on its way back to you.
If the recipient is not forthcoming with this information, you will need to contact them.
- Related Content: Arrival Scan UPS – Where is Your Package?
But I Didn’t Refuse the Delivery!?
A confusing situation can occur where UPS triggers this update and the recipient has not even received the item in order to refuse it.
One such case is where the item has been damaged inside the delivery truck or even fell out of the package and can not be found.
As this Redditor described, after contacting UPS to find out why they were seeing this update, the UPS representative said the following:
“Rather than deliver an empty box, the driver marked it “refused” (triggering the alert) and didn’t attempt the delivery.”
In this situation, the recipient had to get a replacement sent by the shipper, and the shipper then had to go through the process of a claim for lost and damaged items with UPS.
- Related Content: UPS Tracking “Package Transferred to Post Office”
Reading between the lines the driver was covering the fact that the item had gone missing while in transit.
Instead of a lost or damaged alert being sent out, the “The Receiver Does not Want the Product and Refused the Delivery” update was used instead.
Another Reddit thread explained a UPS diver’s point of view of why this update is used when a recipient hasn’t in fact refused the product.
This Redditor (certified as a UPS driver) said:
“Any time I do that as a driver it’s due to the fact of extreme damage and the fact that i couldn’t make contact with you. I take pride in my job so dropping something off that’s obviously broken or damaged if you’re not home makes me feel like shit.”
An explanation of why it makes sense to use the update and not actually deliver is that the process for returning a damaged package gets a little more time-consuming if it gets delivered.
In other words, when the recipient has not received the damaged item it is easier for them to have it sent back to the sender without undue complication.
- Related Content: Pickup Scan UPS – What Does It Mean?
Long story short, if you receive the update and you didn’t refuse delivery, something has happened to the contents of the package and it will be a process of contacting both UPS and the sender to find out what happened.
The former will shed more light on the situation so that you can contact the sender for a replacement item.
It will then be up to the sender to make a claim through UPS.
In most cases, the item will be covered. However, if a sender has used inadequate packaging, they may run into problems.
Either way, as the recipient, this will understandably be frustrating, but you should have a replacement item sent to you soon.
- Related Content: “Departure Scan” – UPS Tracking Guide
I’m a 25 year veteran of USPS. I’m retired now, but as the editor of Mailbox Master, I can’t quite remove myself from the carrier industry just yet. 🙂