What to do when packages are lost or stolen (2024)
It’s annoying and disappointing when a package doesn’t arrive when it's supposed to, but it doesn’t have to be costly.
First off, to determine if it was lost in travel or stolen after delivery ("porch pirates" are real!), track the package through the delivery service.
If the item was shipped through the post office and it was not delivered, the shipper will be directly refunded – as long as it was insured. However, if the package was stolen – which can be determined if the carrier scanned it right before delivery – then it's considered a crime that should be filed with the police. Go here to start a claim with the USPS.
If an item was sent domestically through UPS and did not show up, the recipient has to wait 24 hours before reporting a missing package. However, as soon as they do, UPS begins an investigation. UPS refunds pretty much all missing packages, whether stolen or lost, by issuing a refund to the seller. Go here to report a missing package with UPS.
If you order something FedEx, file a lost package claim online. It takes about five to seven business days to resolve a claim, but FedEx usually takes responsibility and issues a refund. As the sender or the recipient, you have 60 days to file a claim for damaged or missing items and up to nine months to file a lost item report. Start a claim with FedEx here.
Amazon Prime members receive very fast shipping, and if the package does not arrive, the company has a no-questions-asked policy and will provide a refund after 36 hours. If packages are late, Amazon will credit your account for the inconvenience. Go here to report a package missing from Amazon.
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It is more often the seller's responsibility, whether or not it is their fault. First contact the seller as they might be willing to send you a replacement item. Then either you or the seller will most likely file a claim with whoever delivered the package, which is why shipping insurance can be very important.
It is more often the seller's responsibility, whether or not it is their fault. First contact the seller as they might be willing to send you a replacement item. Then either you or the seller will most likely file a claim with whoever delivered the package, which is why shipping insurance can be very important.
File a lost package claim with the shipping company.
A claim isn't required, but it may help you receive a refund from the seller (and in some cases, the seller might require that you file a claim with the shipper first). It helps if you have video proof that your package was indeed stolen.
If you agreed for your parcel to be left in a safe place and it's then stolen, it's your responsibility. But if the courier left the parcel somewhere you didn't authorise, it's the retailer's responsibility to sort it out.
If your item wasn't delivered to the location you agreed, it's the seller's legal responsibility to sort out the issue. You can ask them to redeliver your item.
If the package is lost or damaged during transit with a third-party shipper or delivery service such as the United States Postal Service (USPS) or FedEx, the seller is responsible and usually must replace the item or give you a reimbursem*nt.
Whether you think your neighbor stole your parcel or someone else, you can frequently get a refund or a replacement from the sender or delivery company.
1. File a police report. If you seriously suspect you've been hit by a porch pirate, and something was stolen from your stoop, call the police and file a police report for the stolen package. Without witnesses, they won't be able to do much, but they'll take note of the incident.
The responsible seller or the delivery service will start checking for the item; if not found, they must make a refund or send a replacement. In some states, the police are taking action to minimize package theft issues.
Using the tracking numbers, you can check the delivery status online at USPS Tracking®. If seven (7) or more days have passed since the date of mailing and the recipient has confirmed the item has not arrived, you may either submit a search request for your lost mailpiece and/or email us.
The short answer is: The seller, which means you, the business owner. Obviously, if you printed the wrong address on the shipping label, didn't include a return address, or poorly packaged the item, it's 100% on you to compensate the customer with a new shipment or a refund.
In case your package shows delivered, but it's not there: -Check with family members, neighbors, co-workers, a building manager, apartment office, or others who may have accepted your order on your behalf. - The carrier may have placed your order somewhere near your door, out of plain view.
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