What to do if your package is lost?

You sent a parcel and the courier company lost your package? Discover the most common reasons for this to happen and what to do in case your shipment gets lost.

Table of contents:

• Most common reasons for lost packages
• How to check if a parcel is lost
• What to do when a package is lost
• Responsibilities for a lost parcel
• Can a lost package be found?

What are the most common reasons for a package to get lost?

The number of packages missing or lost is low compared to the amount of shipments received every day. Nonetheless, the most common reasons why a package can get lost are:

• Human error: with the huge amount of parcels that everyday transit in the shipping hubs, there are chances of handling, tracking or moving mistakes, which may result in package loss.
• Wrong address: if the address is not correct or the label is misprinted, the parcel could be sent to the wrong destination or get lost on its way.
• Misdelivery: in some rare cases, packages can be delivered to the wrong client due to similar names, streets or confusion about receiver details.
• The label is detached: Without a label or barcode to identify the parcel, the courier will not be able to identify the package, and it may get lost in the hubs.
• Theft: Even though this happens only in a minor number of cases, unfortunately, packages can be stolen during transport or upon delivery.

Courier companies strive to prevent package loss, but unfortunately it still can happen.

How to know if my package is lost?

The easiest and fastest way to check if a package is lost is by using the courier tracking tool. Use the tracking code to check the status of the package you suspect is lost. If you notice strange statuses or that its position hasn’t changed for a long time, contact the courier company for assistance.

If you don’t manage to get any relevant information by tracking your shipment, you can always contact the courier company directly.

When is a package considered lost?

Couriers will consider your package lost only after an investigation in which they will try to locate it in their depots. If the package is still missing after this process, the courier company will declare the package lost.

How long does lost package investigation take?

The process to search for a parcel and declare it lost can take up to 2 months, depending on the courier.

Read more about:

• Where to report a stolen parcel?
• What to do if a parcel was damaged?
• What to do in case of missing parcel with DHL, DPD or GLS

What to do when a package is declared lost?

In the unfortunate case of your package being officially declared lost by the courier, you can start a claim procedure. The first step to file your claim is identifying who is the party responsible for your lost package.

If you book a shipment with Eurosender and your parcel is unfortunately lost, do not hesitate to contact our team to open a claim procedure.

Who is responsible in case a package is lost?

The courier company is responsible for any loss or damage during the transportation, according to its Terms and Conditions. In case of an online sale, the sender will be responsible for any loss or damages to the parcel when they are caused by insufficient packaging or wrong labelling.

If you are waiting for a delivery and your package is lost, you should contact the seller to inform about this situation.

What to do if you presume that your package is lost?

The first thing you need to do is contact the company that was responsible for your order, whether that is the post office or a courier such as DHL, UPS, DPD, etc.

If you booked the delivery service through a booking website for courier services like Eurosender, you should first contact the booking website. As a shipping platform, we will act as a mediator between the customer and the courier service provider. The shipping platforms usually act on the customer’s behalf in any interaction with the courier company in case any problems arise.

Note that your package will not be considered lost until there is an investigation, so it is very important that you contact the responsible party as soon as possible.

When you book services through such intermediaries, it is very important that you notify them as soon as possible. They can only help you and give you instructions after you send them a notification. Make sure you provide them with the right tracking number and any relevant information. Only after that can they start investigating the situation. From that point on, and depending on their own procedures, they will give you further guidance and tell you what the next steps are.

Can a lost package be found?

In most cases, lost packages are usually misplaced or sent to the wrong destination. If you contact the courier company, they will start an investigation to search for the parcel before declaring it lost.
Finding a lost or missing package can take some time, but in many cases the courier will find the missing parcel and will deliver it to you.