Discovering a parcel is lost can be frustrating. At LitBuy, we believe a systematic approach, backed by clear documentation, turns a stressful situation into a manageable process. This guide outlines the steps to efficiently resolve lost shipments and strengthen any claim for compensation.
The Three Pillars of a Strong Claim
Before you contact anyone, gather this essential evidence. These three elements form the foundation of any successful inquiry or claim.
- Tracking Numbers:
- Timestamps:
- Communication Logs:
- Timestamps:
Step-by-Step Action Plan
Step 1: Verify & Wait
Check the tracking details thoroughly. Sometimes "delayed" is not "lost." Review the carrier's delivery policy—many require a specific waiting period (e.g., 7-10 business days past the estimated date) before declaring a parcel lost.
Step 2: Contact the Seller (LitBuy Merchant)
Your first point of contact is usually the seller. Reach out through LitBuy's messaging system or the merchant's customer service. Provide your order number, tracking number, and a concise summary. Sellers often have direct contacts with carriers and can initiate a trace.
Step 3: Escalate to the Carrier
If the seller is unresponsive or the trace yields no results, contact the shipping carrier directly. Use their official website or customer service line. Quote your tracking number and share your concern. Request a formal "package trace" and obtain a case or reference number
Step 4: File a Formal Claim
If the investigation confirms the parcel is lost, proceed with a formal claim. The claimant can be either you (the recipient) or the seller (the shipper), depending on the contract terms (Incoterms).
- Gather Your Evidence Package:tracking number history, a timeline of events with timestamps, and your complete communication log.
- Submit to the Right Party:
- Clarity is Key:
Pro Tips for Efficiency
Act Promptly
All carriers have strict claim filing deadlines (often 30-60 days from the shipment date). Don't delay.
Use Official Channels
Always use official websites, verified phone numbers, and in-platform messaging. This ensures your communication is logged and official.
Know Your Coverage
Understand the insurance or liability policy of the service used. This sets realistic expectations for compensation.
Follow Up Calmly
After filing, set a reminder to follow up in 5-7 business days. Politely reference your claim number and ask for an update.