Failed means the carrier could not complete the journey — the reason is on the send, and credits come back.
A send shows Failed when the carrier could not complete the journey — the box was undeliverable in transit or came back as a return. The reason reported by the carrier is shown on the send itself, so start there: open the send’s page and read the timeline. It shows exactly how far the box got and what the carrier said at the point it went wrong.
The most common root cause is the address. Bad addresses are usually caught before shipping — validation blocks a send to an address USPS cannot deliver to — but an address can pass validation and still fail in the real world: the contact changed offices, a suite number was missing, the building refused the package. Check the address badge on the contact: if it is not Verified, fix the address before re-sending.
Two things happen automatically on a failure. Your credits for the send are refunded where applicable, so a failed box does not burn budget. And the failure is a status like any other — if Slack is connected you will have heard about it there rather than discovering it in a list.
To retry: correct the address on the contact, then create a new send. The old send stays in your history with its failure reason, which is worth keeping — a pattern of failures to one company usually means their mailroom needs a different ship-to.
Every guide here lives in the in-app Help Center too — open Help in the sidebar.
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