[PL] What should I do if the courier loses my parcel?

It is not uncommon for a courier parcel to go missing in transit – this applies to parcels of all sizes, both small and large. It is worth preparing in advance for such an eventuality and learning about the most important steps to be taken during the search. What should I do if a parcel has not reached its addressee?

The most common reasons for a lost courier parcel

A courier parcelmay go missing through the fault of a careless courier or technical problems, e.g. an unreadable, peeling-off label or delivery note. That’s why it’s so important to buy only good quality, durable shipping labels – with a clean backing of suitable material, protected with foil or tape. Find out how to prepare parcel labels – this knowledge will certainly come in handy.

It canalso happen that the sender is at fault if the shipping address is incorrect or incomplete (e.g. wrong street name or no postal code).

In the case of international orders, problems with customs are also a significant cause of missing parcels. What exactly is involved? Some products can only be imported into a particular country upon presentation of additional documentation. If this is missing, things get complicated.

Labelling at RAJA – what can you expect?

RAJA stands out from other companies in the packaging industry. It is characterised by its eco-friendliness and ethical approach to business, to the customer. Most of the products on offer are made from biodegradable materials. In addition, it boasts a wide range of products. There is an entire department related to labelling in warehouses, e-commerce companies.

Interested parties can purchase popular warning labels or self-adhesive labels here. Special label printers are also available to create your own shipping labels.

You don’t want the waybill (and other documents), stuck to the parcel, to get damaged? RAJA recommends courier clings and caps, self-adhesive pockets in this case.

What should I do if a parcel is delayed?

Couriers usually deliver parcels the day after they are posted – that’s true. However, you should not worry yet if your parcel is 2-3 days late. It is only after the 3rd day after courier delivery that you may feel concerned. What should you do if the courier loses your parcel? The best option is to report the parcel lost and file a complaint. To whom exactly?

A lot depends on who sent the lost parcel – an e-commerce company or an individual? In the first case, the complaint is made by the online shop, not the customer. The transport took place according to the terms of the contract between the wholesaler and the carrier (the buyer was not a party to the agreement). Online shop owners do not have to wonder several times whether the quality of delivery in e-commerce matters – the answer is yes. If the courier company does not fulfil the contract (notorious lost shipments), the trader can expect high compensation.

The situation is different when the parcel is sent by an individual. In this case, both the sender and the addressee have the right to lodge a complaint directly with the courier company.

Before you make a complaint…

First of all, try to locate your parcel – e.g. via a tracking number. It gives you access to information on where the package was last in transit. If the data indicate that the package has reached its destination, it is essential to find out whether someone else (family, friends, neighbours, flatmates) has by chance picked up the package.

Also check your e-mail inbox. In the busyness of everyday life, you may have overlooked information about a delayed delivery or missed a delivery note in your home mailbox. See if you have any missed calls – the courier may have called you to inform you of the rescheduled delivery date.

If the above-mentioned actions have not yielded any result, contact the courier company (hotline, e-mail, form on the website). An employee, having taken all the relevant information for the report, will initiate a search.

Where and how do I report a lost parcel?

You can file a claim in person – at the customer service point of the courier company which provided the service, or via electronic channels (e-mail, form on the website of the given operator). It is necessary to provide all relevant information which will make it possible to identify the parcel, including personal data, the subject of the complaint, the date and place of shipment, the date of the complaint.

The complaint process may look different at each courier company – for example, different channels will be used.

Complaint for a lost parcel at DPD, DHL and GLS

If a parcel is lost by a DPD courier, it is necessary to make a complaint in writing (letter) or by e-mail. The complaint must be accompanied by all necessary items, information.

The situation is similar with DHL and GLS. On the websites of each of these two courier companies there are appropriate forms in which all the necessary information must be included.

Reporting a lost parcel at InPost

If your parcel is lost by an InPost courier, do not hesitate for a moment to file a proper notification. The recommended channel for a complaint is to contact the hotline.

What should I do if a parcel has not arrived? Complaint with Pocztatex courier

The Pocztex courier has slightly different rules than the previous carriers. The most important is the deadline for making a complaint – it is not arbitrary, the person making the complaint has 14 days from the date of posting the parcel. The complaint can be made either in writing, verbally or electronically.

What to do if a courier loses a foreign parcel?

The procedure for claiming and searching for a lost foreign parcel is much more difficult and complicated than for a domestic parcel. First of all, it is best to immediately contact the hotline of the carrier. Provide the consultant with the tracking number and information about the order. A member of staff will take all the information and begin an investigation.

What does the complaints procedure result in?

The outcome of the complaints procedure may be that the parcel is found or – more often than not – compensation is paid to the sender of the parcel – so that the online shop can later reimburse the customer for the purchased goods. However, the amount of compensation paid by the carrier will not be higher than that declared when the parcel was sent (usually no more than PLN 500). Larger amounts are associated with a higher cost of sending the par cel (additional insurance costs will be added).

Remember also that you are not entitled to compensation if the lost parcel contained prohibited items. Wondering what cannot be sent by courier? There is a group of goods excluded from transport, e.g. psychoactive substances, firearms, flammable materials. Some carriers make exceptions and allow the transport of a specific product – but always subject to the rules and safety measures enumerated in the regulations.