Note: This process is applicable for Italian users. Different processes may apply for different markets.
Short answer: Please check the tracking of your shipment to see what the issue. The carrier will send the end customer a link to give new instructions. BRT also sends this link to you, the sender.
Explanation: Your shipment can be on hold (giacenza) due to several reasons, including an incorrect delivery address, the absence of the receiver or missing customs documents. If your parcel is on hold, the carrier will contact the end customer directly and send them a link that they can use to give new delivery instructions. In the case of BRT, you can also do this for your client. If you need help, please contact our Support team.