In cases where you are unable to complete a forwarding request submitted by the renter through the portal for any reason, you can reject the request by following the steps outlined below:
Step 1: Access the forwarding requests. From the dashboard, click the number in the Forwards box/category. Click the number under New to view new forwarding requests. Clicking this will route you to the Mailroom tab, Shipment Manager option.
Alternatively, you can also go to this page by navigating to the Mailroom tab and select Shipment Manager from the left menu to access all forwarding requests.
Step 3: On the Shipment Manager page, locate the New tab for new requests. Click on the line item for the forwarding request you wish to reject to view its details.
Step 4: In the Mail Items box, click the three dots (...) next to the Mail ID. Select Reject to decline the forwarding request for that specific mail item.
The rejected request will return to the renter's inbox, prompting them to take another action.
Rejecting a Quoted Forwarding Request
If the shipping status is Quoted (a shipping quote has been sent to the renter for approval), and you need to reject the request:
Contact the renter and ask them to reject the forward request from their end. This will return it to their inbox for further action.
Alternatively, wait for the renter's approval. Once approved, you can cancel the request if necessary.
Rejecting an Approved Forwarding Request
If the forwarding request is under the Approved tab (e.g., the renter previously requested and approved the shipping fee), click on the line item to open the request details. Scroll to the bottom of the page and click Cancel to reject the approved forwarding request.
Once you click cancel, the mail item will be returned to the renter’s inbox, allowing them to request a different action for that specific mail item.
Communicating the Rejection
Clearly communicating the reason for rejecting a forwarding request is essential to ensure that renters can address the issue and successfully submit their request next time.
To notify renters of the reason for the rejection, follow these steps:
Send an Email
Use your business email account to contact the renter and explain the reason for the rejection.
Ensure the renter is aware of the situation so they can take appropriate action on their end.
Obtain the Renter’s Email Address
From your dashboard go to the Customers tab and select Renters from the menu on the left to see your list of renters.
Click on the name of the renter you need to send an email to show their information. Once their information is displayed, scroll to the middle to find their email address.
