If a client's package is sent back by the carrier, we need to determine why.

Shipping Clerk will notify the client via email, to let them know their package was returned.

Troubleshoot with the customer as to why the package was returned.

Confirm shipping/mailing address.

Follow these steps if the return was due to an incorrect address:

1.  If we are not able to void the label, and the error was on the clients end (they didn't change their address prior to shipping) then the customer is responsible for paying shipping fees for the second shipment.

2.  If you are able to void the label, you can reprint a new shipping label, and you do not have to charge the client for the second shipment

https://naturalacneclinic.happyfox.com/staff/kb/articles/141-voiding-order-after-printing-shipping-label-in-shipstation

3.  If you are not able to void the label, and the error was on the clients end, you will need to send the client an invoice. https://naturalacneclinic.happyfox.com/staff/kb/articles/1271-how-to-send-an-invoice-in-keap

4.  Once the invoice is paid and/or label is voided, the Shipping Clerk will print a new label, repackage the products and reship. https://naturalacneclinic.happyfox.com/staff/kb/articles/131-reprinting-a-packing-slip-or-shipping-label

5.  Shipping Clerk to update the client's address in KEAP and WOO

6.  Shipping Clerk to Add Note to KEAP