What to do when packages don't arrive
Jan 28, 2022 9:03:07 GMT -5
Kez, zscalehobo, and 2 more like this
Post by ztrack on Jan 28, 2022 9:03:07 GMT -5
We are receiving a number of reports of packages that are likely being stolen form customers porches and mailboxes. I wanted to share some insight and recommendations that we have learned when assisting customers.
1: Shipping and fulfillment: All orders placed through any of the sites we provide fulfillment for (AZL Direct, Ztrack Center, Ztrack Resale) are sent USPS Priority Mail with FULL insurance for the value. We are not Amazon so please don’t expect an immediate tracking number or same day shipping. Our goal is to ship all packages in 24 – 48 hours of the order being placed. It can take longer during our busy season.
2: Tracking information: When we create the shipment in the USPS system, we will include the email that you placed the order. The tracking information from the USPS will be emailed to that email address. Please watch for the tracking information. Check your SPAM folder as well.
DON’T use a fake email address. We have customers who do this thinking they will get SPAM by placing the order with us. We don’t send unsolicited emails to customers or share our customer information.
3: What happens if your order does not arrive: First please be patient. In these times shipping delays are very common. Give the order a few days to arrive, even longer. At some point though, we will have to step in.
If the package truly appears to be lost, contact us and we will start the claim process. The USPS will then work to locate the package. Again this can take time so patience is key. We have found the USPS can often locate packages and get them to you, or return them back to us.
When all else fails, we will file an insurance claim with the USPS and provide necessary documentation and shipping information. We have been very successful and getting restitution for lost shipments. Once this is done, we will reship the items to you, or refund you if the items are no longer available.
4: What happens if the tracking shows delivered but I never received it: This is just the case we are seeing quite a lot right now. First and foremost, do the following:
Check with your neighbors. This is especially true if you live in an apartment or condo. Sometimes your neighbors will help you out by taking the package and hanging on to it until the next time they see you. God love them.
Immediately contact your postal carrier. Find out if they indeed delivered the package, or maybe delivered to the wrong address. The carrier may be able to resolve the issue. It is also a very good idea to get to know your carrier. Treat them well and they will do the same in return.
Follow-up by contacting your local Post Master. Report the missing piece and prepare to bring the tracking information with you. About 50% of missing packages are somehow found or recovered once the Post Master is involved. If the problem is actually with the carrier, when the Post Master reviews the case, it is funny how often the carrier finds the package.
If the issue was due to the package being delivered to the wrong address, work with the Post Master to file an insurance claim and document that name of the Post Master and that the package was delivered to the wrong address. Documentation and statements may be required. Capture any email string or other written communication. Once again, this is not a quick process. It can take some time.
If there is still no resolution, and it appears theft has occurred, report the theft to your local police department and file a police report. Depending on the value of the package, you may be able to file a home owners claim. Unfortunately, the USPS insurance coverage for the package will not apply.
Please keep us in the loop via email, don’t call. We will open a case here as well. If they package should be returned to us, we will alert you and reship.
I hate the fact that I have to even share this information. This is a very frustrating situation for all of us, you the customer, and us the Ztrack staff. Our folks work hard in the evenings and weekends to get packages out. Nothing is more disheartening to see a package disappear. Fortunately, the number of lost and stolen packages is quite small, but it does feel like it is happening more than ever.
Rob
1: Shipping and fulfillment: All orders placed through any of the sites we provide fulfillment for (AZL Direct, Ztrack Center, Ztrack Resale) are sent USPS Priority Mail with FULL insurance for the value. We are not Amazon so please don’t expect an immediate tracking number or same day shipping. Our goal is to ship all packages in 24 – 48 hours of the order being placed. It can take longer during our busy season.
2: Tracking information: When we create the shipment in the USPS system, we will include the email that you placed the order. The tracking information from the USPS will be emailed to that email address. Please watch for the tracking information. Check your SPAM folder as well.
DON’T use a fake email address. We have customers who do this thinking they will get SPAM by placing the order with us. We don’t send unsolicited emails to customers or share our customer information.
3: What happens if your order does not arrive: First please be patient. In these times shipping delays are very common. Give the order a few days to arrive, even longer. At some point though, we will have to step in.
If the package truly appears to be lost, contact us and we will start the claim process. The USPS will then work to locate the package. Again this can take time so patience is key. We have found the USPS can often locate packages and get them to you, or return them back to us.
When all else fails, we will file an insurance claim with the USPS and provide necessary documentation and shipping information. We have been very successful and getting restitution for lost shipments. Once this is done, we will reship the items to you, or refund you if the items are no longer available.
4: What happens if the tracking shows delivered but I never received it: This is just the case we are seeing quite a lot right now. First and foremost, do the following:
Check with your neighbors. This is especially true if you live in an apartment or condo. Sometimes your neighbors will help you out by taking the package and hanging on to it until the next time they see you. God love them.
Immediately contact your postal carrier. Find out if they indeed delivered the package, or maybe delivered to the wrong address. The carrier may be able to resolve the issue. It is also a very good idea to get to know your carrier. Treat them well and they will do the same in return.
Follow-up by contacting your local Post Master. Report the missing piece and prepare to bring the tracking information with you. About 50% of missing packages are somehow found or recovered once the Post Master is involved. If the problem is actually with the carrier, when the Post Master reviews the case, it is funny how often the carrier finds the package.
If the issue was due to the package being delivered to the wrong address, work with the Post Master to file an insurance claim and document that name of the Post Master and that the package was delivered to the wrong address. Documentation and statements may be required. Capture any email string or other written communication. Once again, this is not a quick process. It can take some time.
If there is still no resolution, and it appears theft has occurred, report the theft to your local police department and file a police report. Depending on the value of the package, you may be able to file a home owners claim. Unfortunately, the USPS insurance coverage for the package will not apply.
Please keep us in the loop via email, don’t call. We will open a case here as well. If they package should be returned to us, we will alert you and reship.
I hate the fact that I have to even share this information. This is a very frustrating situation for all of us, you the customer, and us the Ztrack staff. Our folks work hard in the evenings and weekends to get packages out. Nothing is more disheartening to see a package disappear. Fortunately, the number of lost and stolen packages is quite small, but it does feel like it is happening more than ever.
Rob
