InPost tracking status
InPost “Parcel was refused”: what it means
The short answer
Take actionUsually the person at the delivery address turned the parcel down, though it may also mean InPost would not carry it because of its size, packaging or contents. Either way it usually goes back to the sender.
When to act: If you did not refuse the parcel, file a complaint the same day and we send it to InPost.
Also shown as: “Parcel refused”
What to do now
- 1
Check the tracking and any delivery photo in the InPost app to see where the refusal was logged.
- 2
Ask everyone at the address whether they turned a parcel away.
- 3
If you are the seller and InPost refused the parcel, check the size, weight and packaging rules before sending again.
- 4
Screenshot the refusal update with its date and note your order number.
- 5
Still not sorted? File your complaint here. We write it with you and send it to InPost, so you do not have to chase it yourself.
What does “Parcel was refused” mean?
InPost does not define the app label 'Parcel was refused'. For home deliveries, InPost lists refusal as one of the reasons a parcel goes back to the sender: the driver offered it and the person at the address did not accept it. Refusal scans can also be wrong, for example after a delivery to the wrong door.
InPost's terms also let it refuse to handle a parcel that breaks its rules, such as prohibited items, poor packaging, or a parcel over the 15kg limit or too big for the largest locker compartment. InPost does not say whether this label is used in that case; if it is, the seller, not the buyer, has to fix the problem and send it again.
Why does InPost show it?
- You or someone at the address declined the parcel
- The parcel arrived visibly damaged and was refused
- A wrong scan or a delivery to the wrong door
- The parcel broke InPost's size, weight, packaging or prohibited item rules
How long does it last?
The parcel is returned to the sender. The retailer or seller then decides on a refund or a new delivery.
Other InPost statuses
- Off it goesNormal
- It's close, stay tunedNormal
- It's on the moveNormal
- Locker full, we'll be backKeep an eye on it
- Contact the retailerTake action
- Ready to collectTake action
- Tracking not updatingKeep an eye on it
- Parcel being preppedNormal
Who is responsible for a late or missing parcel from InPost?
If you bought online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act), the goods stay at the seller's risk until you have them, unless you chose and booked the courier yourself. If you bought from a private seller on a marketplace such as Vinted, the platform's own rules decide refunds.
If you sent the parcel yourself, your contract is with InPost, under its terms. For labels bought in the InPost app or on its website, standard cover is the lower of the item's cost value or £50, and InPost Direct (formerly Yodel Direct) bookings include £50 cover.
Questions about “Parcel was refused”
What does 'Parcel was refused' mean on InPost?
Usually that the parcel was turned down at the delivery address, and sometimes that InPost could not carry it. It will normally go back to the sender.
Why does InPost say my parcel was refused when I didn't refuse it?
It may be a wrong scan or a delivery to the wrong door. File a complaint on Complain.biz quickly and we send it to InPost.
Will I get a refund for a refused InPost parcel?
Refunds come from the retailer or marketplace, not InPost. If you did not refuse it, a UK retailer still has to deliver your order or refund you.
Based on
- InPost: Returned to sender explained
- InPost: Terms of Service (compensation, 72-hour collection, refusing parcels)
- InPost: help for Yodel and InPost customers (lockers, collection codes, couriers, limits)
- legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until they reach you)
- Vinted: Refund Policy (2 days to report an issue, lost parcel after 25 business days)
- InPost Direct (formerly Yodel Direct): Terms and Conditions (£50 cover)