Having a lost order is undoubtedly one of the biggest concerns for those who work with e-commerce, because in addition to generating financial losses, problems like this directly impact the customer experience and the reputation of the online store.
To help you, in this article we will explain in detail what a lost package is, how to identify if this has happened to any of your shipments, and what steps to take to resolve this problem in the best way possible.
What is a lost package?
As the name suggests, a lost package is one that, for some reason, has been lost during delivery or is untraceable and, consequently, has not arrived at the recipient’s address.
Loss can occur at different stages of the transportation process and can be caused by errors in the delivery address, operational failures, problems with the carrier, theft of goods, or even damage to the package that makes delivery impossible.
It is important to note that, regardless of the transportation service chosen, loss is a risk that can occur in any shipping method. Even the most reliable carriers are subject to unforeseen events and failures.
Therefore, it is essential that online stores and e-commerce businesses understand what a lost package is and take preventive measures, being prepared to deal with this situation if it occurs.
How can I tell if a package has been lost?
It is quite simple to identify whether any shipped goods have been lost. Here’s how to do it:
1. Track your shipment
The first step is to visit the website of the postal service or carrier responsible for delivery and check the status of the order using the tracking code, which is usually provided during the shipping process.
If the status of the order remains “in transit” for an excessive amount of time or the description indicates “not located” in several updates, this may be an indication that the order has been lost.
2. Check the delivery time
Next, check the delivery deadline. If it has passed, there are no further updates in the tracking system, or the status has changed to “awaiting reshipment” or “not located,” it may be a sign that the order has been lost.
3. Contact the carrier
If the tracking system of the chosen carrier does not provide clear information, contacting them directly through their customer service channels is an excellent way to identify a lost package.
It is important to remember that, depending on the destination and size of the package, the order may be temporarily held for review or redirected to another agency due to logistical issues.
What to do when an order is lost?
When you realize that a package or parcel has been lost, you need to act quickly to minimize the impact and avoid bigger problems. Here are some tips to help you in this situation:
1. Notify the customer
The first step is to contact the customer to inform them of the problem. At this point, it is important to be transparent and explain all the measures being taken to locate the order or resolve the situation.
Throughout the process, keep the customer updated on the progress of the investigation or corrective actions, as this open and honest communication helps to maintain consumer confidence and minimize dissatisfaction.
2. Identify where the problem occurred
Next, try to understand where in the process the problem occurred. This will help you identify whether the loss was caused by a failure on the part of the carrier, an error in the delivery address, or some other factor.
With this information, it becomes easier to decide what measures need to be taken, whether it’s changing carriers or adjusting your store’s logistics process to prevent the problem from recurring in the future.
3. Contact the company responsible for delivery
If the loss is the responsibility of the carrier or company, it is essential that you, or the person responsible for your store’s logistics, contact them as soon as the problem is identified.
Provide all relevant information, such as the tracking code for the goods, order details, delivery address, and any other documentation proving shipment.
The vast majority of carriers have dedicated customer service channels to resolve issues such as lost orders. But remember to follow up on the process to ensure that the situation is resolved as quickly as possible.
4. Request compensation or reimbursement
If, even after trying all possible solutions, the problem is not resolved and the company responsible confirms the loss, it is time to open a ticket and request compensation or reimbursement.
To start the compensation process, it is essential to gather all the necessary documents related to the delivery, such as proof of shipment, product invoice, tracking code, and other proof required by the carrier.
Each company has specific policies for cases like this, so be sure to follow the guidelines provided to speed up the procedure and ensure that the case is resolved within the stipulated time frame.
5. Resend the merchandise
Finally, to ensure that the customer does not suffer any losses as a result of the situation, contact a carrier that offers express delivery services, such as [Sedex Hoje] or [Lalamove], and have the goods reshipped.
Tips to reduce the risk of lost orders
To conclude our guide, we have put together some tips that can significantly reduce the risk of packages getting lost. Check them out:
1. Issue an invoice
The invoice, in addition to being mandatory, is essential to prove the contents of the package in cases of loss. It serves as an official document that helps detail the value of the goods and is indispensable for filing refund or compensation claims with the carrier.
In addition, sending the package together with the invoice ensures greater security during transport, as it may be necessary for possible checks and inspections, considerably reducing the risk of logistical problems and delays.
2. Take out insurance
Consider purchasing insurance from the carrier or the post office to protect your merchandise in case of loss or damage. Insurance guarantees partial or total reimbursement of the product’s value, offering an extra layer of security for shipping.
This is a measure that is especially recommended for stores that work with high value-added products, as it helps to considerably reduce financial losses, while providing greater peace of mind for both the retailer and the customer.
Did you understand everything about lost orders?
We hope this guide has helped clarify what a lost package is, how to identify if this has happened, and what steps to take to resolve the situation.
With this information, you will be better prepared to deal with lost packages, minimizing losses and maintaining your customers’ trust.