Quick Summary
If your receiver finds items missing, they must immediately take photos of the inner and outer packaging, the received items, and a photo of the parcel's weight on a scale. To report the issue, go to 'Support' > 'Contact Us', select 'Shipment Enquiry', and choose 'Missing Contents' from the dropdown. You will need to provide the commercial invoice, item invoice, and all relevant photos for investigation. This step is relevant to Singapore users as it initiates a formal inquiry with the courier, which can take 2–3 months to resolve. Ensure you report within the required timeframe to remain eligible for a potential claim.
We'll Cover:
What should I do if my parcel is incomplete or missing items?
Step 1: Examine the item
Once your receiver has received the parcel and find out that there is an item missing, ask your receiver to take pictures as soon as immediate in order to document the condition of the delivery as soon as it has arrived, this includes:-
- Photo of the outer and inner packaging from different angles
- Photo of all the items that you’ve received
- Measure the weight of your parcel (include packaging) and take a photo of the number on the scale
Step 2: Contact our support team immediately
Inform our support team of the parcels condition immediately and provides all the photos within the stated time frame for the courier companies.
Step 3: Wait patiently for the investigation result
The investigation result might take around 2 – 3 months (the time frame may vary from case to case) and courier has the rights to reject your claim if:-
- The shipment weight tally with the initial booked weight
- There’s no torn / sign of damage on the packaging upon arrival
- The parcel content has been listed as prohibited items
- The claim submission has exceeded the report time frame
- Failed to provide the necessary documents
How can I report a parcel that is incomplete or missing?
Step 1: Go to “Support” on the sidebar and click on “Contact Us”.
Step 2: Select Shipment Enquiry and then select either "Domestic Shipment" or "International Shipment" (subject to your booked parcel).
Step 3: Select “Missing Contents" from the drop-down list.
Step 4: Fill up the form, upload the required documents such as commercial invoice, photos of parcel packaging (before collection and after delivery, photo of completed item, and item invoice. Then click on “Submit Now”.
Step 5: You can check the status with a click on the “Check Your Enquiry Update” button.
OR
Step 5: You can head over to “Support” on the sidebar and click on “Customer Support”, then you’ll able to see your submitted enquiries under the “Message Board” tab.
Step 6: Once you click on the “View” button, you’ll able to see the details inside and also our support team will reply to you via this message board directly within 24 working hours (Monday to Friday, 10am to 6pm except for public holidays).
Step 7: At the same time, you can send in messages and attachments via this message board as well.
