Embedded Files
SECTION 1: Refusal of acceptance
Why is it so important to use the correct return reason? Every wrong choice has consequences. Use the "Refusal of acceptance" option exclusively when the customer explicitly tells you they do not want the package – and not just because it's the first option on the scanner.
What happens if you return a package on your own authority?
A child does not receive their birthday present on time.
The wedding dress does not arrive in time for your customer's most important day.
Important medications do not reach the address on time.
Your customer is upset, files a complaint, and might scold you during your next visit.
Correct steps:
Use this option only after explicit confirmation from the customer.
Stick a white sticker with the letter "A" on the shipment.
Enter the date and note the reason for the return.
The shipment will then be permanently returned to the sender.
SECTION 2: Wrong Address (F)
You cannot find the customer's name at the address?
Re-check the address on the shipment.
Check the mailbox and the doorbell to see if the name is listed anywhere.
Check if there is a separate entrance at the back of the building.
If the name is still not found, select the Wrong Address (F) option.
IMPORTANT: Stick the F-sticker on the shipment, enter the date, and mark the exact reason why the address is incorrect. This is the only way colleagues can locate the address later.
SECTION 3: Recipient not found (N1 – N4)
Many customers complain that couriers do not ring the doorbell. Always check the name on the doorplate and ring before giving up. Before scanning that the customer is not home, check:
Can you leave the package with a neighbor?
Is there a delivery authorization for a specific drop-off location?
Proper procedure after delivery attempts (N1 – N4): First attempt (N1):
Select N1 on the scanner.
Leave a notification card about the delivery attempt with the date and time.
IMPORTANT: Scan the shipment immediately at the address and not at the end of the working day, so the customer receives an online notification right away.
Stick the sticker on the package and enter the date and time of the delivery attempt in field N1.
Second and third attempts (N2 and N3):
If the customer is again not there and delivery to a neighbor or drop-off location is not possible, fill in field N2 (second day) or N3 (third day) on the same sticker with the date and time of the attempt.
Fourth attempt (N4) – Return:
If the customer is still not reached on the fourth time, fill in field N4 with the date and time of the delivery attempt, scan the package directly at the address, and bring it back to the depot. The package will then be returned to the sender.
SECTION 4: Wrong Route (U – Resorting)
Delivery area: Do you have a shipment that does not belong to your delivery area? This happens when a package is incorrectly sorted or the customer has moved.
Scanner selection: Select option U on the scanner.
Marking: Stick the sticker on the shipment.
State reason: State as the reason: "Irrläufer" (Stray).
SECTION 5: Damage (S – Damage)
Do you have a shipment that is visibly damaged?
Scan the package, select the Damage (S) option, and bring it back to the depot.
At the depot, it will be checked whether the package can still be delivered or must be returned to the sender.
Stick the sticker on the shipment and note the date.
IMPORTANT: The customer will immediately see that the delivery was aborted and that they will not receive the package that day. If you simply deliver a damaged package, a complaint will follow, and you may be held liable for the damage.
SECTION 6: Lack of time (Z)
Is it already too late, has your vehicle broken down, or do you have a family emergency? It is important to be honest.
Lack of time (Z) is not an ideal option, but sometimes unavoidable.
Customers will be understanding if you use this option correctly, as they will be notified that they can expect the package the next day.
ATTENTION: The customer will be very upset if you select N1 or "Refusal of acceptance" (A) when you actually just ran out of time and the customer is at home waiting for their package.
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