Return to Sender: What it means and what to do

Customers who receive a document via Payreq can choose to return the document if they believe it was sent to them in error — for example, if they no longer own or manage the property.

When they select “Return to Sender”:

• The subscription is automatically deregistered — stopping future mail from being sent to that customer.

• The document is removed from their Payreq account so they no longer have access to it.

• Council is notified — the item appears in your Undeliverable tab for review and action.

Suggested Next Steps for Council or Mailhouse Staff:

1. Review the document and recipient

   • Navigate to the Mail tab → Undeliverable view.

   • Read more: Navigating the mail screen in Payreq Delivery

2. Update or deregister contacts as needed

   • If the agent is no longer managing the property or a person no longer owns a property, update the Contact record.

   • Ensure the correct owner or agent is assigned before the next billing cycle.

   • Read more: How to update a contact in Payreq Delivery

3. Resend if needed

   • If a correct recipient is known, update the contact and re-upload or reprint the document.

4. Mark as “Undeliverable Actioned”

   • Once resolved, mark the item to remove it from the Undeliverable queue

   • Read more: How to mark a mail item as "Undeliverable Actioned"