What to do if the parcel couldn't be delivered

Sometimes the driver can’t deliver a parcel because the delivery address was incorrect, no one was home or the driver deemed it unsafe to leave the parcel unattended.

The important thing to know is that we will update the tracking page with all the information we have about what happened, as well as how to get the parcel delivered successfully. 

This article will cover different scenarios if a parcel couldn't be delivered:

Organise redelivery for a parcel that has an ‘unable to deliver’ tracking update

'Unable to deliver' means the driver couldn’t access the delivery location or it was deemed 'unsafe' to leave the parcel unattended. If this happens to your Sendle order, the best thing to do is to organise a redelivery. 

The good news is that you can do it all from the parcel's tracking page. Here’s how:

  1. Enter the parcel reference number on the tracking page
  2. Hit the button that says ‘Redeliver parcel’.
  3. Update delivery instructions with helpful info like: the best time of day to deliver a parcel so someone is there to accept it, a specific safe space to leave the parcel unattended, a note to leave it with reception staff (these are particularly important for receivers in apartment buildings).

Please keep in mind that we can only arrange a redelivery once. If the parcel can't be delivered on a second try, you'll need to collect the parcel from the depot (or rebook a new Sendle order to arrange a new delivery).

If the tracking page says ‘card left’

If the driver attempted delivery but no one was home, or it wasn’t safe to leave the parcel unattended, a card will be left at the receiver’s premises with information about redelivery:

  1. The driver will leave a card and scan the parcel if it’s available for redelivery. This same information will also show up on the tracking page and be sent in an email (either to the receiver’s email address if the sender used it on the booking, or to the sender’s email).
  2. The receiver will need to follow the instructions on the card to book a redelivery or organise collection.

Note: If you didn’t get a tracking email, it just means the sender didn’t use the receiver’s email address when making the initial booking. If this has happened to you, simply contact the sender to give you the tracking information.

If the receiver can’t find the card: head over to this article, it will explain what to do.

If the tracking page says ‘left with agent’

When your tracking page says the parcel has been 'left with agent', it means it’s been taken to a collection point close to the receiver’s premises (this could be a Parcel Connect or POPStore).

The driver usually leaves a card with instructions for collection (and an email with the same information will be sent to the email address used in the original booking). 

You can find more information about about collecting the parcel here.

 Note: If you didn’t get a tracking email, it just means the sender didn’t use the receiver’s email address when making the initial booking. If this has happened to you, simply contact the sender to give you the tracking information.

If the receiver can’t find the card: this article will explain what to do

This is important!

If we don’t hear from you within five days, the parcel will be returned to the sender. If that’s the case, all information will be published on the tracking pages, so you can monitor the parcel’s journey. 

 


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Get instant support with the Sendle Toolbox

If something goes wrong with your delivery or you need to make a change to your order, use the tools in the Manage Parcel section on the parcel tracking page.

Access Support Tools
You will need your Sendle reference number
to access your parcel's tracking page.

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