When a customer does not pick up their parcel from the delivery point, it is returned to you as the merchant. This article explains how unfetched parcels are handled on CDON, your options for refunding the customer, and tips to reduce the rate of unfetched parcels.
What Happens When a Parcel Is Not Picked Up?
- The parcel arrives at the customer’s chosen delivery point (e.g., PostNord service point).
- The customer is notified via SMS and has a set number of days to pick it up (typically 7–14 days depending on the carrier).
- If the customer does not pick up the parcel, the carrier returns it to you.
- The order remains in FULFILLED status on CDON — you need to handle the refund manually.
Issuing a Refund for Unfetched Parcels
Unfetched parcel refunds are handled directly in the CDON Merchant Center, not through Reclaimit. This is because there is no return errand — the customer simply did not pick up the package.
Step-by-step
Go to Orders in Merchant Center and locate the fulfilled order.
Click REFUND
Click the REFUND button on the order.
Enter the refund amount
Enter the amount to refund to the customer. You may choose to refund the full order amount, or deduct a fee for the return shipping cost if applicable.
Select reason: Unfetched parcel
From the reason dropdown, select Unfetched parcel (Ej uthämtat paket).
Confirm
Click CONFIRM. The refund is processed and the customer is refunded.
Can You Charge for Unfetched Parcels?
Charging customers for unclaimed packages is still possible on CDON. The average return cost should be up to 160 SEK (incl. VAT). This includes any fuel and seasonal surcharges, but does not include the cost of the original shipping from you to the customer.
If the cost exceeds 160 SEK, you must contact us at order@cdon.com with attached documentation verifying the amount. All charged return costs must be verifiable. Valid documentation includes:
- Specific Documentation: A receipt or a detailed invoice specification for the specific shipment in question.
- Monthly Invoices: If you receive consolidated invoices from your carrier, you can submit an invoice from a previous month. In this case, highlight the cost for returned items of a similar weight to verify the amount.
Please note that Postnord does not charge for returns of stamped envelopes, "Varubrev" (Tracked Letters), or registered mail; therefore, these cannot be charged back to the customer.
Note: Before deducting any costs from the customer’s refund, make sure your return and cancellation policy clearly states the terms. Transparency is key to avoiding disputes and customer complaints.
Tips to Reduce Unfetched Parcels
- ✓Ensure customers receive SMS with tracking information when the order is fulfilled.
- ✓Provide accurate delivery time estimates so customers know when to expect their package.
- ✓If you notice a pattern of unfetched parcels from a specific market, review your carrier selection for that country.
Frequently Asked Questions
Do I get paid if the customer doesn’t pick up the parcel?
No. Since you will need to refund the customer for the unfetched parcel, you will not receive a payout for this order. The outbound and return shipping costs are your responsibility.
Can I block customers who repeatedly don’t pick up parcels?
You cannot directly block individual customers on CDON. However, if you experience a pattern, contact seller@cdon.com to discuss options.
What if the parcel was lost, not unfetched?
If the parcel never arrived at the delivery point, this is a carrier issue, not an unfetched parcel. Contact your carrier to file a claim, and contact order@cdon.com for assistance with the customer communication and refund. You can also perform the refund manually in CDON Merchant Center.