For Merchants: How To Handle Lost Or Stolen Packages
If you are a merchant, chances are that you might have come across incidences where
customers called to inform you that they never received their packages due because the packages were stolen or lost for whatever reasons. We, for example, every once a while would receive calls from customers telling us they never got their package. How can this be? We will go over them below.
For the most part, there are only a handful of package deliverer in the United States. They are UPS, FedEx, and post office. Now granted, there are others such as UCL, but unless you send very large volume, their services are not doable.
When you prepare a label, you will be given a tracking number. This tracking number is needed to keep track of the package delivery status. At the point of delivery, the drivers will drop off the package to the customers and by then, the tracking number will show delivery status as "delivered". Back in the old days, major carriers such as UPS or FedEx would knock on customers' doors to hand deliver the packages. But nowadays, they hardly do so. Some of the drivers simply drop off the packages at the front door without even knocking on people's doors.
The problem rises when the front door is accessible to any passerby. Because anybody who walks by could easily pick up the packages and steal them. And what can we do when the tracking number says the delivery status is "delivered", but customers never got them?
In our case, we recommend that as a good, honest, friendly merchant, either refund or send a replacement package to the customers first, and only this time, add a signature required service on top of it. The reason is, unless you add "signature required service", the driver could, at his discretion, drop off the package at the front door, with or without knocking on door, or if they do knock on doors, no one answered. This will ensure the replacement package be sent securely with the signature confirmed service.
Sometimes the status of the lost package may seem debatable or questionable. But whatever the case is, the customers, for the most part, are the victims. Back in the old days, carriers such as UPS, used to put an yellow sticky paper on the doors if no customers answer doors. However we have noticed that nowadays the drivers simply leave the packages by the doors in some cases. By their policies, package carriers are required to knock on people's doors, but unfortunately, some drivers do not comply and simply leave the package outside. When this happens, if the package is left in an open area that is accessible by passerby, theft could happen. Many merchants may argue that it is the customers fault. But unfortunately, commercial laws are usually on the customers side. So, in order to prevent lost or stolen package, merchants may consider signature required as added service.
As for the lost package, you can file for lost or stolen claim with your carrier afterwards, be UPS, FedEx, or post office. Although restrictions may apply case by case, and the amount of compensation is limited as well.
by: KEInc
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