Shipping issues

Listed below are some of the known issues that can arise during the shipping, transport, and receipt of packages.

DAO home delivery – the package has been delivered, but I cannot find it

The courier may have left the package somewhere other than expected, or perhaps with a neighbor; make sure you have checked your mailbox, behind the bushes, etc., and asked your neighbor. We are happy to ask DAO where they left the package, but there is typically a significant response time.

Consider waiting a day to see if a neighbor brings it over, or ask about the package in your local Facebook group.

If you still cannot find the package, please contact us.

The package cannot be dropped off

If dropping off the package causes issues, it is typically due to one of the following:

• The GLS printer is malfunctioning and the label cannot be reprinted – the drop-off point needs to call GLS to have the label reactivated
• The drop-off point's scanner is out of sync with the carrier's systems
• The package code is rejected because it has already been used (DAO)
• For DAO home delivery, they may reject the shipment if they deem the recipient's address unsuitable for home delivery

Contact us for assistance in these cases.

The package has been dropped off, but I cannot see it yet

There can sometimes be a slight delay in package status updates. Give it a few hours and contact us via the app if the package still hasn't been registered as dropped off.

However, if you suspect a scanning error occurred during drop-off (a package must always be registered upon drop-off), contact the drop-off point if not too much time has passed – or contact us.

Always make sure to check that you have received a drop-off receipt.

The package was scanned incorrectly at drop-off

The clerk scanned it incorrectly during drop-off – this is a human error that unfortunately happens from time to time.

Contact us as soon as possible so that DAO or GLS can be informed of the error.

The parcel is not being picked up from the drop-off point

If a parcel has remained at the drop-off point for 4 days, our system automatically initiates a trace with the shipping provider.

Instabox

If you experience issues when picking up your parcel from Instabox, you should always call the number displayed on the parcel locker to see if they can assist immediately. If that does not work, please contact us at support@reshopper.com.

The parcel is taking a long time to arrive

We monitor all parcels for delays and automatically contact the shipping provider if a parcel gets stuck – read about our process here.

The parcel cannot be found at the pickup point

Contact us, and we will follow up with the shipping provider.

You can also read more about how Reshopper's buyer protection can help you. Read more here.