OnTrac tracking status
OnTrac “Returning package to the shipper”: what it means
The short answer
Take actionOnTrac has stopped trying to deliver and is sending the package back to the shipper. Its terms allow up to three attempts, and also cover refused, damaged or mislabeled packages. A replacement or refund now depends on the seller.
When to act: If your package shows this line and your address was correct, file a complaint and we send it to OnTrac.
Also shown as: “Returning package to the shipper.” · “Returned” · “The package is being returned to the shipper. Contact the shipper for more information.”
What to do now
- 1
Read the lines before it for a reason: attempts, 'Incomplete address' or a run of date changes.
- 2
Read the ship-to address on your order again, digit by digit, unit number and ZIP code included.
- 3
Look at your order page for a refund or a new shipping notice.
- 4
Fix the address or add a gate code in your account with the seller before you order again.
- 5
Screenshot the whole event list and keep your order number, so you can show what happened if the refund is slow.
- 6
Still not sorted? File your complaint here. We write it with you and send it to OnTrac, so you do not have to chase it yourself.
Going back to the sender with another courier
- USPS: Insufficient address
- Amazon: Undeliverable
- DHL: Returned to Shipper
- GOFO: Delivery Failed
- UniUni: Undeliverable
- SpeedX: Return to Shipper
- Cainiao: Return
- Royal Mail: Returned to sender
- Evri: Returned to sender
- DPD: On its way back to the sender
- Parcelforce: Returned to sender
- Canada Post: Item being returned to sender
- Purolator: Item being returned to sender, determined as undeliverable
- Canpar: Returned to sender
- Intelcom: Sorry, your package was undeliverable
- Australia Post: Returning to sender
- Aramex: Return to sender
- CouriersPlease: Return to Sender In Progress
- Sendle: Returned
- NZ Post: Undeliverable
- An Post: We could not deliver your item
What does “Returning package to the shipper” mean?
'Returned' can be the headline on the page, with 'Returning package to the shipper.' in the list below. The note is short: 'The package is being returned to the shipper. Contact the shipper for more information.' It often gives no reason. OnTrac's additional terms count a shipment as undeliverable if it was refused, cancelled by the shipper, damaged, perishable past its date, mislabeled or otherwise cannot be delivered, and they stop delivery after three attempts.
A return is not the only outcome those terms allow. OnTrac may also relabel and deliver the package, pass it to another carrier the shipper chose, or discard it, so this line does not prove it will reach the shipper. One shared history shows 11 evenings of date changes before this line, with no reason given. In another, an OnTrac email said the package had been held at a facility and already returned to the seller.
Why does OnTrac show it?
- Three delivery attempts failed
- An address or access question was still open after 3 business days
- The package was refused at the door
- The shipper cancelled the order
- The package was damaged, mislabeled or past its date
How long does it last?
The package goes back through OnTrac's network, and the seller decides on a refund or a new shipment. OnTrac gives no time for this. The refund comes from the seller, under its own rules.
Other OnTrac statuses
- Label createdKeep an eye on it
- Arrived at FacilityNormal
- Out for DeliveryKeep an eye on it
- Delayed. Delivery date updatedKeep an eye on it
- ExceptionKeep an eye on it
- Tracking not updatingKeep an eye on it
- Delivery attemptedKeep an eye on it
- Incomplete address. Please contact usTake action
- Delivered but not receivedTake action
Who is responsible for a late or missing package from OnTrac?
If you bought online from a business, the seller chose OnTrac and is its customer, so a late, lost or missing order is in most cases for the seller to put right, with a replacement or a refund. OnTrac's own terms point the same way: claims have to come from the shipper, and a recipient should turn to the company that shipped the package for a replacement or refund.
If you sent the package yourself on an OnTrac account, your contract is with OnTrac under its Service Terms and Conditions, unless you have a separate written agreement. Those terms limit its liability for loss, damage or misdelivery to the lesser of the replacement cost or $100 per parcel, and promise no delivery on a specific day. OnTrac also accepts no liability when the shipper authorized leaving a package without a delivery signature.
Questions about “Returning package to the shipper”
Why was my OnTrac package returned with no reason?
The line usually does not give one. Read the earlier lines for attempts or an address problem. OnTrac's terms also list refused, cancelled, damaged, mislabeled and expired packages as undeliverable.
How many attempts does OnTrac make before returning a package?
Up to three, its terms say. An open address question can end it sooner: OnTrac's note on that line gives 3 business days to avoid a return.
Can I stop an OnTrac return?
OnTrac's FAQ and terms describe no way for a recipient to stop one. Once this line shows, plan on a refund or a new shipment. If your address was correct, keep a screenshot of it.
Will I get a refund if OnTrac returns my package?
The refund comes from the seller, not OnTrac, and the seller's rules decide it. If your address was correct, file a complaint on Complain.biz and we send it to OnTrac.
Based on
- OnTrac: Frequently Asked Questions
- OnTrac: Additional Terms and Conditions (three attempts, undeliverable shipments, claims by the shipper, signatures)
- Reddit r/ontrac: screenshot of 'Returned' and 'Returning package to the shipper.' with its note
- Reddit r/ontrac: OnTrac email: held at a facility and returned to the seller
- Reddit r/ontrac: returned to the seller over an address issue
- Reddit r/ontrac: incomplete address with a return in 3 business days
- OnTrac: Service Terms and Conditions (liability limit, no guaranteed delivery day)