Handling "Lost After Delivery" Issues

When a customer reports their order as lost after it has been marked as delivered, follow these steps to resolve the issue:

1. Advise the Customer to Check Common Delivery Areas

Start by asking the customer to check the following places:

• Front door, back door, or side entrance

• Mailbox or mailroom

• With family members or housemates who may have received the package

• Neighbors who might have accepted the delivery on their behalf

2. Contact USPS with Tracking Number

If the package is still not found, instruct the customer to contact USPS or their local postal office. Provide them with the tracking number of the order to help USPS locate the package.

3. Request Proof of Communication

Ask the customer to provide proof of their conversation with USPS as confirmation that the order is lost. This can be in the form of an email, message, or any official communication from USPS confirming the lost package.

4. Escalate for Replacement or Refund

Once the customer provides proof that the order was lost, escalate the case by requesting approval from a Senior team member for a replacement or refund. Ensure all documentation and proof of the lost package is attached to the request.