Return undelivered parcels only after the required contact attempts and reattempts are complete and no permitted delivery option remains.
Before deciding to return a parcel
Before returning, confirm you attempted the correct location, followed the individual instructions, completed the required customer-contact attempts and made any required reattempt. This return process applies when no permitted safe place or neighbour handover is available and delivery still cannot be completed. If access is unsafe, stop and contact your onsite manager.
AVD and OTP still need the required checks
Never use a neighbour or unattended safe place to bypass age verification or a delivery passcode. Complete the current app’s verification process before handover. If the required check cannot be completed, follow the unsuccessful-delivery and return instructions.
When delivery still cannot be completed
When the required attempts and contact steps are complete and there is no permitted delivery option, record the real reason in the app and contact your onsite manager for any unresolved issue. Keep the parcel secure. Follow the app and site instructions for returning and scanning it back; confirm every outstanding parcel is accounted for before finishing your route.
Collections are a different task
PSB means Pickup Success Behaviour: completing assigned parcel collections correctly. A successful collection can also need bringing back to site, but that is different from returning an undelivered delivery parcel.
