Delivery procedures
Default — release without signature
Standard practice across the international courier network is to release the parcel at the address shown on the waybill without
obtaining a signature, provided the location is safe and the parcel can be left securely. This is suited to most ICD documents and
low-value ICP parcels. For higher-value shipments, opt for one of the signature services below at booking.
Direct signature
The named consignee must sign personally. If they are not available, the courier leaves a card and re-attempts. Useful for legal
documents, prescription medicines and items where the recipient must take physical possession.
Indirect signature
Any person at the delivery address can sign — a neighbour, receptionist, security guard. Suits most business deliveries where
formal delivery confirmation is required but the exact recipient does not need to sign in person.
Adult signature
A person aged 21 or over (most jurisdictions) must sign and may need to present identification. Required for alcohol, certain
cosmetics, age-restricted goods.
Delivery to "apparent authority"
The courier may deliver to "someone other than the person or entity named on the waybill having apparent authority to accept the
shipment" — typically a receptionist, doorman, building manager. This counts as delivered for the purposes of liability and
Money-Back Guarantee calculations.
Undeliverable shipments
A shipment is treated as undeliverable when the network cannot complete delivery within the standard attempt cycle. The exact rules vary by service tier, but the pattern is consistent.
| Delivery type | Undeliverable when | Then what |
|---|---|---|
| Business address | After 3 attempted deliveries, or after being held 5 business days from first attempt — whichever is sooner | Returned, held at carrier facility, or escalated to sender |
| Residential / B2C | After re-attempts (typically 3), or after being held 5 business days | Held at nearest courier pickup point for collection by the recipient |
| All addresses (alternate) | Address incomplete or wrong, business closed, refusal to accept/sign, customs failure, prohibited items, refusal to pay duty, improper packaging | Escalated to sender for instructions |
If the sender cannot be contacted within 5 business days, the carrier may return the shipment at the sender's cost,
store it in a bonded warehouse pending instruction, or in the last resort dispose of the goods. The sender remains liable for all
return freight, storage charges and disposal costs.
Customs abandonment
Customs abandonment is the specific case where the consignee refuses (or is unable) to pay the import duty and VAT on a shipment. Interdoc and the carrier network manage clearance, but cannot release the parcel until duties are paid.
Abandonment is the sender's exposure. If the recipient refuses to pay:
- The destination customs broker holds the shipment for the local storage period (typically 30 days)
- The sender is contacted with three options: pay the duty themselves (DDP conversion), pay for return at their cost, or abandon
- If no decision is made, the customs broker may sell the goods at auction or destroy them, depending on local rules
- The sender is invoiced for all storage, handling and return / disposal costs
Carrier inspection & screening
Right to open and inspect
Carriers reserve the right — at their sole discretion, or at the request of the relevant authorities — to open and inspect any
shipment without notice at any time. This is necessary for aviation security, customs control and prohibited-items enforcement.
X-ray and trace screening
Under the South African Civil Aviation Regulations 1997 Part 108, air cargo from senders not accredited as Known Consignors must
undergo 100% physical or technical screening before being loaded onto an aircraft. The sender and recipient waive any claims for
damages or delays caused by screening (including the Money-Back Guarantee). For most parcels, screening adds zero visible delay.
Right to refuse
Carriers reserve the right to refuse, hold, cancel, postpone or return any shipment that would, in their judgement, be likely to
cause damage or delay to other shipments, goods or persons. Refusal grounds include: violation of conditions of carriage,
prohibited items detected, account in poor credit standing, security concern.
Disposal of leaking or damaged packages
Packages showing signs of leakage may be refused or disposed of at the sender's cost (clean-up plus disposal). Liquids should
always be packed to absorb a full primary container failure — see the packaging page.
Contact
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Frequently asked questions
Does my parcel need a signature on delivery?
By default no — standard practice is to release at the address shown on the waybill without a signature, provided the location is safe. For higher-value shipments, opt at booking for direct signature (named consignee), indirect signature (anyone at the address), or adult signature (21+ for age-restricted goods).
What happens if no one is home for delivery?
After 3 attempted deliveries, or after being held 5 business days from the first attempt — whichever is sooner — the shipment is treated as undeliverable. Business addresses are returned, held at the carrier facility, or escalated to sender. Residential addresses are typically held at the nearest courier pickup point for recipient collection.
What happens if the recipient refuses to pay duty?
The destination customs broker holds the shipment for the local storage period (typically 30 days). The sender is contacted with three options: pay the duty themselves (DDP conversion), pay for return at their cost, or abandon. If no decision is made, customs may sell the goods at auction or destroy them. The sender is invoiced for all storage, handling and return/disposal costs.
Can the carrier open and inspect my parcel?
Yes — carriers reserve the right, at their sole discretion or at the request of the relevant authorities, to open and inspect any shipment without notice at any time. This is necessary for aviation security, customs control and prohibited-items enforcement. Sender and recipient waive any claims for delay caused by screening.
How does Interdoc handle abandoned shipments?
If the sender cannot be contacted within 5 business days about an undeliverable shipment, the carrier may return at the sender's cost, store in a bonded warehouse pending instruction, or in the last resort dispose of the goods. The sender remains liable for all return freight, storage charges and disposal costs.
Can I deliver to someone other than the named recipient?
Yes by default — the courier may deliver to 'someone other than the person or entity named on the waybill having apparent authority to accept the shipment', typically a receptionist, doorman or building manager. This counts as delivered for liability and Money-Back Guarantee purposes. Opt for direct signature service if you need the named consignee to sign personally.
Sources & upstream references
The information in this guide is compiled from the following authoritative sources:
International conventions
- Montreal Convention 1999 (air carriage liability)
- Warsaw Convention 1929 + Hague Protocol 1955 (legacy air)
- CMR Convention 1956 (cross-border road)
- Hague-Visby Rules (sea, for completeness)
Regulatory bodies
- International Air Transport Association (IATA) — DGR
- International Civil Aviation Organization (ICAO) — TI Doc 9284
- World Customs Organization (WCO) — Harmonized System
- International Chamber of Commerce (ICC) — Incoterms 2020
- International Monetary Fund (IMF) — SDR valuation
South African statutes
- Civil Aviation Regulations 1997, Part 108 (cargo security)
- Customs & Excise Act (record retention, declarations)
- Protection of Personal Information Act 4 of 2013 (POPIA)
- SARS RLA Quick Guide SC-CF-42
Industry standards
- Volumetric weight divisor ÷ 5 000 (air-express convention)
- Volumetric weight divisor ÷ 4 000 (road-express convention)
- Length + girth ≤ 274 cm (industry-common envelope)
- P650 packaging (Biological Substance Category B)
All original prose, analysis, examples and operational guidance throughout this guide is the original work of Interdoc and has been independently verified against publicly indexed web content as not derived from any specific carrier's documentation. Industry-standard terminology (UN numbers, packing instructions, IATA classifications, SDR units, HS codes, Incoterm names) follows the canonical naming used universally across the international transport industry — there are no proprietary alternatives.