Returns and Failed Deliveries

blueEX Return Management & Reverse Logistics

A plain guide to parcels that could not be delivered, returns to the seller (RTO), delivery problem notes and what sellers can do.

Why Returns Matter

For online sellers, getting orders to buyers is only half the job. Handling returns and parcels that could not be delivered also affects your profits and your stock.

Return management is one of blueEX’s core services. It records why a delivery failed, gives sellers a chance to contact the buyer and sends parcels back to the seller when they cannot be delivered.

Common Reasons a Delivery Fails

When a rider cannot deliver a parcel, the reason is recorded on the tracking page. Common reasons are:

Phone Not Answered

Riders often call the buyer before they arrive. If the call is not answered, the phone is off or the number is wrong, the parcel cannot be delivered.

Buyer Refused

The buyer says no at the door, for example because the order was late, cancelled or ordered twice, or the cash amount was not expected.

Address Problems

A missing house number, an unclear area or no landmark can stop the rider finding the address.

No Cash Ready

For cash on delivery orders, if nobody at the address has the cash, the rider cannot hand over the parcel.

The Two-Try Rule and the Holding Time

blueEX does not send a parcel back after one failed try. It follows these steps:

Second try: blueEX tries to deliver a second time.
Seller alert: The seller can see the problem on tracking and contact the buyer to fix the directions. The PUSH and NUDGE features on the blueEX tracking portal can ask for a callback or faster handling.
Holding time: After a failed try, the parcel is kept at the local hub for 48 to 72 hours.
Return to seller: If the parcel still cannot be delivered, it is returned to the seller (Return to Origin, RTO).

How a Return Travels Back

Once a parcel is marked RTO, it travels back to the seller:

Return Scan

The parcel is scanned as a return at the local hub and starts its trip back.

Sorting for the Seller

Returned parcels are sorted by seller account so each one goes back to the right business.

Back to the Seller

blueEX delivers the returned parcel back to the seller’s address, where someone signs for it.

Checking Returned Parcels

When a returned parcel arrives back, check it straight away:

Check that the tape and packing have not been opened.
Match the barcode on the airway bill with your list of returns before you sign.
If something is damaged or missing, act quickly. blueEX says claims must be made in writing by the registered shipper within 30 days of booking, with photos and the original packing, to ask@blue-ex.com.

How Sellers Can Cut Returns

A high number of returns eats into profits. These habits help:

Confirm cash on delivery orders with the buyer by SMS or phone before sending them.
Check phone numbers at checkout so fake orders are less likely.
Check problem statuses every day and call buyers before the second delivery try.
Pack orders well and write the address clearly, with a landmark.
Put your customer service number on the parcel so the rider can call you for directions.