How Retailers Can Handle Lost Packages and Prevent Further Problems

How Retailers Can Handle Lost Packages and Prevent Further Problems

The responsibility of retailers is not just limited to setting items on sale and getting them sold. It is also important to make sure that items purchased will reach their customers in good condition and on their expected date of delivery. However, there are rare occurrences when problems like lost packages happen and get in the way of a supposedly smooth transaction. In times like these, retailers must be able to take the necessary steps to prevent further problems.

If you are a retailer who wants to effectively handle this type of problem, this article is a must-read.

Common Causes of Lost Packages

While they are referred to as lost packages, these packages aren’t truly lost. In most cases, they are sent to the wrong destination.

Some of the most common causes of lost or misplaced packages include:

  • Unsent item – this happens when the package wasn’t included in the shipment by mistake
  • Human error – examples of this include misplaced packages in the warehouse or in the delivery vehicle
  • Insufficient data – a package with missing QR codes or data could be lost during transit
  • Theft – the package was stolen along the way
  • Damages – when packages get damaged because of fire, water, and other elements that make the details difficult to be recognized.

How to Effectively Handle Lost Packages


Not getting the package on the expected delivery date may only be delayed. Rerouted packages due to problems like weather disturbances or wrong details may appear after a day or two. Wait for a maximum of 7 days beyond the expected delivery date. If by this time, the package still hasn’t arrived, it can already be considered lost.

Check delivery status.

The tracking number of each package provides important details. When tracing lost packages, check their delivery status. If the status is “delivered” but the customer did not receive the package, this should already be treated as a “stolen package”.

Inform the courier company.

Seek help to find the lost packages. The courier company should help you in the recovery. In cases when an insured package is confirmed lost, file a refund claim or an insurance claim to refund or replace the package that your customers expect to receive. Make sure to prepare important information such as the tracking number, proof of insurance, and proof of the item’s value.

Communicate with your customer.

One crucial mistake that you should avoid is ignoring the customer. Even when you are busy trying to recover the missing package, it matters to update them regularly. Explain to them what happened. This will give them peace of mind knowing that you are doing all the necessary steps to recover the package. This also shows good customer service–a factor why a customer will transact with you again.

Send an apology.

You may not be at fault for the lost package but it’s your customer who is dealing with some inconveniences because of it. Send an apology along with a refund or replacement. Good customer ties must be preserved even under undesirable circumstances.

Revisit your processes.

Lost packages are a serious problem and you wouldn’t want it to happen again. Revisit your processes and check the courier services that you outsource. Make sure that you are in partnership with a courier company that can help grow your business and keep you away from situations that compromise your brand and business.

ALSO READ: Best Practices for E-Commerce Shipping 

As a retailer,  you must ensure that the packages you send out will be safely delivered to your clients. Lost packages could bring huge problems and it is your responsibility to smoothen things out.

Problems such as lost packages could be prevented by choosing a reliable courier company that can make sure that your shipment is in good hands and one who understands the importance of living up to customer expectations.

Worklink Services, Inc. has been providing efficient and reliable courier, forwarding, trucking, and logistics services in the Philippines since 1999. Send us a message today so we can attend to your requirements.