Your customer has reached out with a concern - their order is nowhere to be seen. So, what's the next step?
Before you contact our support team, we encourage you to read this article. It provides guidance on Royal Mail's updated policy for missing parcels, explaining how to report a missing parcel and claim a refund or replacement from us.
🇬🇧 Please note that this guide is specifically for UK parcels shipped with Royal Mail. 🇬🇧
For DPD or international parcels that haven't arrived within 30 days, do reach out to our support team for further assistance.
Step 1: Check the Delivery Window
Before you proceed to report a parcel as missing, it's crucial to verify the date it was shipped.
Please note that Royal Mail might take up to 10 working days to deliver your parcel. We can only begin investigations into missing parcels after this 10-day window.
On the other end, you have a window of 60 days from the shipment date to file a claim for a missing parcel. If your order was shipped more than 60 days ago, we are no longer in a position to liaise with Royal Mail regarding your parcel.
For example, if your order was sent out on Monday 8th January 2024, we can begin investigating a missing parcel report from Monday 22nd January 2024. The cut-off date to make a missing parcel claim for this particular order would be 8th March 2024.
Step 2: Confirm Tracking Details
Your Inkthreadable order details contain the tracking reference for your parcel, which is sent to you via email and can be found in your account here.
To access the most recent tracking information, input this reference on the Royal Mail website.
If the parcel status does not show as delivered, you can move on to step 3.
However, if the tracking indicates the parcel has been delivered to the correct address and there is supporting evidence of delivery, we cannot accept any claims for compensation.
In the event that the parcel is marked as delivered, but the GPS location and delivery photo don't align with the recipient's address, you should proceed to step 3.
Step 3: Recipient to Complete the Missing Parcel Form
To enable our investigation with Royal Mail, it's necessary for the recipient of the parcel to complete a Declaration of Non-Receipt form, which can be accessed here.
If the order was being delivered to one of your customers, please share this form for them to complete.
To help you communicate this information we've drafted a template email that you can use:
I'm sorry to hear that your order hasn't arrived yet. To help in my investigation with Royal Mail, could you please fill out the Declaration of Non-Receipt form available at the link below?
Once you've completed it, I'll liaise with the courier and update you as soon as I have more details.
If the parcel remains untraceable, rest assured that I will contact you to organise a full refund or replacement.
The recipient will be prompted to enter your business name and email address as part of the form, and their form entry will be emailed to you upon completion.
Step 4: Get In Touch with Inkthreadable
Get in touch to let us know about the missing order using the live chat function on our website, or email email@example.com.
Please provide the order number as it appears on your order confirmation email, and attach the Declaration of Non-Receipt form as completed by the recipient.
Step 5: Reaching a Resolution
We will raise a query with Royal Mail which will be completed within 30 days.
Please wait whilst the investigation is carried out.
If the parcel is confirmed as missing, we will provide a full replacement for the order, or a full refund for the order if preferred.
If the parcel is found to have been successfully delivered to the recipient, we will not be able to offer any further compensation.
Still have questions? Get in Touch! 💡
We understand that losing a parcel can be frustrating. If you need further assistance or have any questions regarding the process, don't hesitate to get in touch with our customer service team.
You can reach us at firstname.lastname@example.org or use the live chat functionality on our website. We're always here to help ensure that your selling experience with us is smooth and successful.