SwiftRun Returns Policy
What happens when a delivery cannot be completed.
Sometimes a package cannot be handed over. The receiver may be out, the address may be wrong, or the receiver may refuse the package. This policy explains what happens next, so senders, receivers and runners all know where they stand.
What the runner does first
- The runner calls the receiver on arrival and waits up to 10 minutes.
- If there is no answer, the runner tries once more and messages the sender through the app.
- If delivery is still not possible, the package is marked as a failed delivery in the app, with the reason recorded.
The return
- The runner returns the package to the sender, or holds it safely until the sender gives instructions, whichever the sender chooses in the app.
- The sender pays for the return trip at the standard delivery rate, because the return is needed when the address or the receiver was the problem. If the failed delivery was the runner’s or SwiftRun’s fault, the return is free.
- For the planned SwiftRun courier service, returns follow the same rules, recorded against the package’s waybill number.
Holding undelivered packages
- Undelivered packages are held for up to 7 days while we contact the sender and receiver.
- Food and perishable goods cannot be held. They are returned to the sender the same day, or disposed of on the sender’s instruction.
- After the holding period, unclaimed packages are returned to the sender. If the sender cannot be reached either, SwiftRun will keep a record of the package and the attempts made to trace both parties.
Money
- If a delivery fails because of the runner or SwiftRun, the sender does not pay the delivery fee.
- If a delivery fails because the receiver was unavailable, the address was wrong, or the receiver refused the package, the delivery fee for the trip made still stands, plus the return fee above.
- Senders pay runners directly, as always. SwiftRun never holds delivery money.
Talk to us
If you believe a return was handled wrongly, raise it through the Help tab in the app, call or WhatsApp 72173308, or write to [email protected]. Every return is recorded, so we can check exactly what happened.