EasyParcel (Singapore) Help Centre

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What should i do if shipment lost?

What should I do if my parcel is lost?

The majority of the time an item is "lost" it is normally due to a missed scan on the tracking or the air waybill for the parcel is lost during transit due to improper AWB attachment by the sender. 

Aimed to assist you to relocate the parcel within a shorter period, please follow the steps below to reach our support team:-

While our courier partners do their best to ensure your shipments are delivered safely, we acknowledge that there are unlikely circumstances where your shipments might get lost. At EasyParcel, we focus on service excellence and strives to provide a satisfactory resolution, even if unfortunate scenarios happen.

If your parcel appears to be not yet delivered within 14 days upon collection, please report to our support team with the steps stated below. You can file a claim for your lost parcel in your EasyParcel account within the 15th - 25th day from the pick-up date. Our support team can then reach out to the courier regarding your parcels status, and begin the process of locating the parcel plus alerting the team to the potential issue if you have opted in for insurance protection.

**Do note that claim processing times may vary according to the courier company. On average, most claims are typically processed in 2-4 weeks.

How can I report a parcel that is lost in transit?

Solution 1 (Recommended)

Step 1: Head over to “Manage Parcel” then click on “All Parcel“.

Step 2: Click on the 3 lines icon and select “Report”.

Step 3: Select “Lost in Transit” from the drop-down list.

Step 4: Provide the documents needed, such as item invoice, photo of the parcel content when sent out and external parcel packaging photo. After all the documents are uploaded, click on the “Okay” button. 

Step 5: Your report has been submitted to our support team and you can track the parcel report status by clicking on Support > Customer Support > "Claim Details".

Solution 2

Step 1: Visit our Contact Us website at https://app.easyparcel.com/my/en/contact-us/

Step 2: After entering the website, click on Shipment Enquiry.Step 3: Next, select whether your parcel is a domestic or international shipment.
Step 4: A list of options will appear prior to selecting your parcels shipment type. From there, select 'Parcel Lost'.

Step 5: Fill up the necessary details required in the section below. Once submitted, our customer support team will approach you accordingly via your ticket ID where it can be found in your email. 

Jenny is the author of this solution article.

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