What happens if my package is lost?

Firstly, it is important to clarify that your parcel will never be lost using a sameday courier. For the purpose of this article we are discussing overnight carriers.

One of the worst things that can happen when you issue an overnight carrier is that your package is lost. Every carrier is working hard to reduce the number of lost parcels and most have exceptionally high rates of success given the millions of parcels moved each year. However it is important to realise that without exception, every overnight carrier occasionally loses parcels.

What differentiates the good from the bad ones, are what they do about the situation.

Firstly, a good one will actively inform you. Sadly, much of the time you will have to enquire after the parcel yourself to find out its location. It is unlikely the carrier will assume loss immediately. They will want to perform several checks and searches and you must give them adequate time to do these. Remember that overnight companies are huge operations with lots of departments and staff. Despite the fact that you are rightly concerned about your package and expect the carrier to help you, it is unreasonable to assume that they will immediately move heaven and earth to locate your parcel.

The most sensible course of action is to work with the information you do have. Inform, the necessary parties that the package is delayed. Are there other avenues you can pursue? If the item was replaceable and significantly important, can you get another one? Can you arrange a sameday courier to move the item ASAP? Remember that on most occasions, there are other courses of action available than just hoping that the goods turn up.

Most carriers will locate lost parcels in the next few days, and you will be informed in due course. Of course, it does no harm to keep calling your carrier and put the pressure on them. You should reasonably expect some compensation and this will most likely be a discount or refund of the delivery charge.

If however, your goods are declared lost remember that they will also have been insured. The standard level of cover varies between carriers but usually sits around £15 per kilo. If you purchased extra cover when you booked your delivery then you will be covered upto that value.

Depending upon the company the amount of cover, the procedures for claiming differ but, prepare yourself for some paperwork. You should ensure you notify the carrier of your claim in writing as soon as the parcel has been established lost. You will probably be asked to provide written proof of its value such as an invoice or receipt and then you can expect to wait for the insurance company to process and pay the claim in due course.