Quick Summary
If your on-demand parcel goes missing, report it to EasyParcel within 24 hours. Check the delivery status via EasyTrack first, then contact our support team with photos of the parcel as proof. You will be guided through the claims process, and you can monitor your claim's progress under Claim in your dashboard.
If your on-demand parcel goes missing upon delivery, follow these steps:
Step 1: Document your parcel before sending.
Take photos of the parcel, including the packaging and its contents, before handing it over. This will serve as evidence if a claim is needed.
Step 2: Check the delivery status.
Verify whether your parcel has been marked as delivered by tracking it using your tracking number.
Step 3: Contact us.
If the parcel is confirmed missing, contact our support team. You may be asked to provide photos of the parcel contents and packaging as proof.
Step 4: File a claim.
You may need to file an insurance claim to request compensation. Our support team will guide you through the process.
Step 5: Follow up on your claim.
Track your claim's progress by going to Claim in your dashboard. Refer here for details on what each claim status means.
Important: Missing on-demand parcels must be reported within 24 hours. Claims submitted after this timeframe may not be processed.