📦 Carrier Says Package Was Refused or Discarded

Overview

Sometimes, return shipments show statuses like "refused by receiver" or "discarded at sender’s request." When that happens, and neither your team nor the customer requested it, it’s important to investigate with the right party.

🛠️ What to Check First

1. Return Tracking Status
   Look up the tracking link and review the latest carrier updates (e.g., “receiver refused delivery” or “package discarded”).
2. Customer Confirmation
   Confirm with the customer whether they actually requested the return to be discarded or if it was done without their knowledge.
3. Warehouse Confirmation
   Ask your warehouse if they ever received the package or had visibility into the shipment.

🧾 Who Created the Label?

Check how the return label was generated:

• If it was created via WeSupply but using your own carrier account (e.g., UPS via EasyPost), WeSupply only facilitates the label creation and pulls the tracking info from the carrier.

🔍 Next Step: Contact the Carrier or Shipping Platform

If the issue lies with the delivery or package handling:

• Reach out to your carrier or shipping platform (like EasyPost) to file a claim or request an investigation.

📌 Note: WeSupply does not control how packages are handled or routed after label creation.

Need Help?

Still not sure who to contact? Feel free to reach out to our Support team — we’ll help you figure it out!