Damaged, lost & delayed shipments

This page describes what to do when something goes wrong with a shipped parcel: damage, loss or delay in transit. Acting quickly and in a structured way prevents customer frustration and ensures we can support any claim with the carrier.

First response

For every report of damage, loss or delay:

1. Look up the order via the order number in Picqer and the webshop.
2. Find the status via the carrier's track & trace (DPD or UPS).
3. Gather evidence — photos of damage, the shipping label, the track & trace history.
4. Determine the type of problem and follow the matching route below.

Arrived damaged

• Ask the customer for photos of both the product and the shipping box.
• Record what is damaged and link it to the order.
• Report the damage to the Warehouse Manager; he assesses whether a claim with the carrier is filed.
• Keep the evidence — without photos of the damage and the packaging, a claim has no chance.

Lost / not arrived

• Check the track & trace first: is the parcel really stuck, or just still in transit?
• If a parcel is demonstrably lost, the Warehouse Manager opens an investigation/claim with the carrier.
• Wait for the outcome of the investigation before promising a final solution, unless the Warehouse Manager decides otherwise.

Delayed in transit

• Check whether the delay is with the carrier or whether the parcel got stuck due to missing info (see Paused orders in How an order flows through our systems).
• For an address or information problem on our side: correct it immediately and restart the shipment.
• For a delay with the carrier: keep an eye on the track & trace and inform the customer proactively.

Resolution: reship or refund

The choice between a new shipment and a refund is aligned with the Warehouse Manager and depends on stock, the order value and the outcome of any claim.

Situation	Direction
Damage, product still in stock	Usually reship after the evidence has been recorded.
Loss, claim in progress	Align the solution; often reship, refund if the claim is rejected.
Delay caused by the carrier	Usually wait and inform the customer; no warehouse action needed.

Process a refund according to the steps on Returns & refunds.

Communicating with the customer

Keep the customer briefly, honestly and proactively informed: what is going on, what we are doing about it, and when they will hear more. If the situation escalates emotionally, bring in the Product Manager for de-escalation.