Not every delivery ends at the door. Sometimes a customer refuses a package. Sometimes you pick up a return. If you haven't dealt with it before, the process can feel uncertain — especially when a customer is upset or when your app isn't giving you clear instructions. Here's exactly what to do.
What Counts as a Refused Delivery
A refused delivery happens when a customer is present and actively tells you they don't want the package. This is different from no-contact situations or an undeliverable address. The person is there — they just don't want it.
Common reasons:
- Wrong item or didn't order it
- Changed their mind / found it cheaper elsewhere
- Damaged packaging (they can see visible damage)
- Doesn't recognize the sender
This is a normal part of the job. Don't take it personally and don't argue with the customer about whether they should accept it. Your job ends when they decline.
Step 1: Take a Photo Before You Leave
Even on a refusal, photograph the package and the address. This protects you completely. If there's ever a dispute about whether you showed up or whether the package was damaged, you have documentation.
If the customer tells you the package is damaged or asks you to photograph the outside with them present — go ahead. It's a few seconds and it keeps the interaction professional.
Step 2: Scan It as Refused or Attempted
In your delivery app, look for:
- "Customer refused delivery"
- "Refused — return to sender"
- "Delivery attempt — customer declined"
The label varies by app and network. Use the most accurate option. Don't scan it as "delivered" or "undeliverable address" — refused is its own category and using the wrong code can cause problems for you and the shipper.
If you're unsure which code to use, use "attempted" with a note and contact dispatch before leaving the area.
Step 3: Secure the Package in Your Vehicle
Don't leave a refused package on the porch or in the mailbox area. Load it back into your vehicle the same way you'd handle any other package. Treat it carefully — it still belongs to someone, and you'll be accountable for its condition when you return it.
Step 4: Log It and Communicate with Dispatch
After scanning, send a quick note through your app or text dispatch if your setup allows it. Something like: "Stop #14 — package refused by customer. Loading to return. No damage observed."
This matters. If there's follow-up on the shipment — a shipper inquiry, a re-delivery request, or an insurance claim — your communication record is part of the case.
Handling Returns
If you're assigned returns as part of your route, the process is the same: scan each item, photograph the label and condition, secure it, and document it in your app. Returns should be accounted for at drop-off exactly the same as deliveries.
If a customer hands you a package that wasn't on your return manifest, pause. Don't just accept it. Contact dispatch first — you need authorization to carry it, and loading unauthorized packages creates liability for you.
When a Customer Gets Upset
Stay calm and brief. Something like: "No problem, I understand. I've logged it as refused and I'll return it. You can contact the seller if you need to arrange a replacement or refund."
You're not a customer service rep and you can't process the refund or the re-order. Acknowledge their frustration, give them the most useful one-sentence redirect, and keep moving. Don't get drawn into a long back-and-forth about the order.
At the End of Your Route
Returns and refused packages go back to the facility with everything else. Check your app to confirm you have a way to document the handoff — some networks require a scan at drop-off, others just need the physical package. When in doubt, ask a supervisor at the facility before you leave.
Refused deliveries are a small percentage of your day, but handling them cleanly keeps your completion metrics clean and your relationship with dispatch solid. The key is documentation and speed — scan it, note it, secure it, and move on.
Ready to drive for JWA? Visit jwalogistics.com to see open routes and apply today.