Lost/Stolen Package Assistance ProcedureUpdated a year ago

When a customer contacts us regarding a lost package or a package marked as delivered but lost, follow these steps to assist them:

Step 1: Locate Tracking Details

Locate the tracking information on the Sales Order Page in Netsuite. Scroll down to the Shipping Sublist option and find the Tracking Details.
 

Step 2: Track Package

Track the package on the carrier’s website, Europaket+ website, or use a global parcel tracker as needed.

Step 3: Review Proof of Delivery

• FedEx and DPD: Follow the steps in the [LINK ARTICLE] article. Use Google Maps to verify if the proof of delivery image matches the customer’s delivery address.
• Europaket+ and Other Carriers: UPS, USPS, DHL, Royal Mail, Australian Post, and others used by Europaket+ do not show proof of delivery.

Note: If the package was returned to us for replacement or refund (RMA), locate the tracking number in the email where we sent the shipping label to the customer (International) or on the FedEx fulfillment website (US only).

Things to Consider

• Verify where the package was delivered.
• Confirm if the delivery address was correct; review the order and customer history for any errors.
• Deny requests if the package was delivered to an incorrect location due to a customer error (e.g., incorrect address provided).
• Check if the package was shipped and delivered. Sometimes carriers mark packages as delivered but they are still in transit, especially during peak seasons or severe weather conditions.
• For DPD orders, claims must be initiated within 14 days of dispatch.
• Determine if the entire package or just components are missing.

CARC Investigation

• If the warehouse confirms the carrier has no physical possession of the package(s), initiate a CARC investigation with DCL post shipment department.

Step 4: Identify the Scenario

Identify the appropriate scenario based on the customer's situation. Scenarios can be found by clicking here.

Step 5: Notify the Customer

• Provide tracking details and recommend additional steps like checking with neighbors or central mail areas.
• Educate the customer on the claim filing process and expected timelines for resolution.
• Modify templates as per specific scenarios to avoid misunderstandings.

Step 6: File a Claim

Follow the [ENTER ARTICLE HERE] to file claims depending on the carrier and shipment region.

Step 7: Resolution

Based on the reviewed scenarios, proceed with a replacement or refund according to the customer’s preference or deny the request if applicable. Refer to relevant articles for detailed instructions on creating sales orders and processing credit memos and refunds.