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Refused or RTS is not a not-received fight

How to run thisChargebacks4 steps
GuideRefused / RTS vs not-received — claim map · Calculator lives in the articleOpen

Refused, return-to-sender (RTS), and undeliverable are carrier outcomes: the parcel did not complete a clean delivery. Not-received with a delivered scan is a bank fight on that scan. Treat RTS as CS / reship / refund — not representment theater.

Pair: Refused / RTS vs not-received — claim map on Chargebacks. Delivery-scan gate: WISMO. Bad ship-to / correction: address correction. Crush or loss: damaged / lost vs NR. Border duties: DDP vs DDU.

The fork

Refused at door. Shopper or site refused the parcel. Refund or reship per policy. Carrier may return the unit — check the warehouse before you invent a second ship.

RTS / undeliverable. Bad address, max attempts, hold expired. Fix the address book. Refund or reship. Do not fight NR without a delivered scan.

Delivered scan, shopper says never arrived. That is WISMO — not this page.

Duty surprise refusal. Name the Incoterm on DDP vs DDU, then handle the RTS / refusal cash like this page.

What not to do

Do not fight NR on an RTS or refused scan. Do not paste 3DS into undeliverable. Do not reship before the first unit is scanned back or written off. Do not invent a universal “N attempts then refund” chip — write your brand’s attempt rule. Do not treat Amazon A-to-z as your DTC RTS policy.

Related: Chargebacks, WISMO, damaged / lost vs NR, signature vs porch, DDP vs DDU, Refunds.

Procedure

  1. Name refused / RTS / undeliverable vs delivered-scan NR.
  2. If RTS or refused — refund / reship; watch return scan.
  3. If duty-driven refuse — open ddp-vs-ddu for Incoterm.
  4. If delivered + never arrived — open wismo-tracking.

Failure modes

  • Fighting NR on an RTS or refused scan.
  • Pasting 3DS into undeliverable.
  • Reshipping before the first unit is back or written off.
  • Inventing a universal attempt-count chip.

Worked example

None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.

Glossary

RTS / refused
Return-to-sender or refused delivery — carrier outcome where the parcel did not complete a clean delivery. CS refund / reship path, not NR representment.

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FAQ

Tracking says refused / RTS — fight as not-received?
No. The parcel came back or never completed delivery. Refund or reship. Do not paste a delivery-scan pack into an RTS scan.
Is duty refusal the same as RTS?
Related story, different invoice. Who owes the border sits on [DDP vs DDU](/manuals/ddp-vs-ddu). This page is the carrier outcome fork.
Is this WISMO or damaged-in-transit?
No. [WISMO](/manuals/wismo-tracking) needs a delivered scan for NR. [Damaged / lost](/manuals/damaged-in-transit-vs-nr) is crush or loss. This page is refused / RTS / undeliverable.