How to handle the returns, exchanges, and lost parcels

Overview

In print-on-demand operations, shipping issues such as returned packages, failed deliveries, or lost shipments can occasionally occur. When these situations are not clearly understood, they create confusion or set expectations that fall outside the support scope.

This article explains how BurgerPrints reviews and handles Return to Sender (RTS), Remake, Refund, and lost package cases. After reading this guide, you can:

• Communicate more clearly and confidently with your customers

• Understand which situations may be supported and which are not

• Work more effectively with Support when delivery issues arise

How to handle Orders with Shipping issues

Return to Sender (RTS) refers to orders that fail delivery and are returned by the shipping carrier. This is one of the most common delivery issues and can easily lead to misunderstandings if it is not explained clearly from the beginning.

BurgerPrints does not automatically support all RTS orders. Each case is reviewed based on:

• The reason for the delivery failure

• The shipping address verification result

Understanding each RTS case helps you know when support may apply and when you should guide your customer with clear, transparent explanations.

Step 1: Check the order status and tracking

Access the tracking page and confirm:

• The order shows a delivery failure status, or

• The package has been returned to sender (RTS)

Record the exact delivery failure reason provided by the carrier. This information is required for evaluation.

Step 2: Identify the RTS reason

Based on the carrier’s note, determine which category the order falls into to apply the appropriate policy.

Step 3: Apply the corresponding support policy

1. Incorrect address

BurgerPrints verifies the shipping address. If the address is confirmed as:

• Incorrect

• Invalid

• Unlocatable

Result: Not supported.

Clearly explain to your customer that the order was produced and shipped according to the address provided at checkout.

Guide the customer to place a new order with the correct address to ensure successful delivery.

2. Incomplete address

Common examples:

• Missing apartment number, floor, or unit

• Missing detailed information for apartment buildings or multi-unit properties

If the address is confirmed as incomplete:

Result: Not supported.

Guide the customer to place a new order with a complete address (especially apartment number, floor, or unit) to ensure successful delivery.

3. Moved / Unknown recipient / Incorrect recipient name

BurgerPrints will:

• Review the information

• Reconfirm the address with you

If the address is valid but delivery still fails:

Result: Eligible for Refund or Remake.

If the address is invalid, guide the customer to verify and place a new order with accurate and complete information.

4. Vacant address / Empty lot

BurgerPrints will:

• Verify the address

• Confirm the actual situation

If the recipient still resides at the provided address:

Result: Eligible for Refund or Remake.

If the customer has moved to a different address, guide them to place a new order using their current address.

5. Denied party address

If the recipient’s address is listed as restricted:Result: Eligible for Refund or Remake.

If requesting a Remake: The customer must provide a new valid address to ensure successful delivery.

6. No safe delivery location

The carrier will hold the package at the nearest pickup location.

The recipient: Is responsible for collecting the package within the holding period

If the package is not collected and is returned:

Result: Not supported.

Inform the customer to collect the package within the required timeframe to avoid return.

Advise them to provide an address with a safe delivery location for future orders.

7. Unable to contact recipient

The carrier will:

• Hold the package at the local post office

• Require the recipient to collect it within a specified timeframe

If the holding period expires and the order is returned:

Result: Not supported.

Advise the customer to:

• Provide a valid email address and phone number

• Monitor tracking regularly

• Check email and phone messages to avoid missing important carrier notifications

Guide the customer to place a new order with complete information if necessary.

8. Location closed at time of delivery

The carrier will typically:

• Attempt redelivery on the next business day, or

• Request the recipient to contact them directly

This case:

• Is not immediately considered RTS

• Requires additional monitoring via tracking

The customer should contact the carrier as soon as possible to arrange redelivery or pickup within the allowed timeframe to avoid return.

Step 4: Request Refund or Remake after Support confirmation

BurgerPrints does not automatically support all RTS orders.

Each case is reviewed based on:

• The delivery failure reason

• The address verification result

If eligible, the resolution may be:

• Refund

• Remake

Only confirm the final resolution with your customer after receiving official confirmation from Support.

How To Handle Lost Package Cases

Step 1: Confirm the order qualifies as “lost”

An order is considered lost when:

• There is no delivery confirmation, and

• The carrier confirms the package cannot be located

Step 2: Identify the order type

1. Standard orders

After confirming the package is lost: Eligible for Refund or Remake

Wait for official confirmation from Support before informing your customer of the resolution.

2. Label orders (orders using your own shipping label)

For orders using your own shipping label:

• Contact your selling platform or marketplace directly

• BurgerPrints does not handle shipping claims for label orders

Exchange Policy

BurgerPrints does not support Exchange for shipping-related issues.

This policy is based on the print-on-demand model:

• Each product is produced individually per order

• Returned items cannot be reused as inventory

• Exchanges create additional production costs and risks

For shipping-related issues, if eligible, BurgerPrints applies:

• Refund

• Remake

Tips and Best Practices

To reduce delivery issues and handle them more effectively, you should:

• Verify customer addresses before creating orders

• Require Apartment, Unit, or Suite details for buildings

• Clearly inform customers about pickup responsibilities when applicable

• Avoid promising exchanges for delivery-related issues

• Confirm Refund or Remake only after Support review

• Monitor order status regularly to identify issues early

Frequently Asked Questions

1. Are all RTS orders supported? No. Support depends on the delivery failure reason and address verification result.

2. Does BurgerPrints automatically resend RTS orders? No. Each case is reviewed individually to determine whether a Refund or Remake applies.

3. Can I request an exchange instead of a remake? No. BurgerPrints does not support exchanges for shipping-related issues.

4. What if the customer does not pick up the package? If the holding period expires and the package is returned, the order is not supported.

5. How are lost packages handled?

• Standard orders receive Refund or Remake support.

• Label orders must be handled through your selling platform.

1. When is an order considered a Lost Package?

• An order is considered lost only when there is no delivery confirmation and the carrier confirms the package cannot be located.

• You must wait for official confirmation from Support before informing your customer of the resolution.

Related Articles

• Understanding the BurgerPrints' shipping policy

• Understanding the BurgerPrints' packaging and delivery

• Understanding the BurgerPrints' packaging and delivery