What to do if your parcel is delayed, lost or damaged
A clear action plan for delayed, lost or damaged parcels, including evidence and claims.
Most parcels arrive on time, but when one is delayed, lost or damaged, acting quickly and calmly gets the best result. This guide gives you a clear action plan and explains how Pigee support helps.
Problem parcels are rare, but how you handle them shapes whether a customer stays with you. Acting quickly, keeping evidence and knowing the claims process turns a stressful situation into a manageable one, and Pigee support shares that load with you.
If your parcel is delayed
Check the tracking first. Short pauses during customs or between scans are normal on international routes. If there has been no movement for several days, contact support with your tracking number so the carrier can be chased.
If your parcel is lost or damaged
- Keep all packaging and take clear photos of any damage.
- Note the tracking number, value and contents.
- Report the issue promptly, as carriers have claim time limits.
- Provide proof of value such as an invoice or receipt.
How Pigee helps
Pigee support guides you through the carrier claims process and chases on your behalf, so you are not left dealing with the carrier alone.
Frequently asked questions
How long before a parcel is considered lost?
Carriers set their own timeframes, often a week or more on international routes, before a parcel is treated as lost. Reporting early and keeping evidence speeds up any claim.
What evidence do I need for a claim?
Keep the packaging, photograph any damage and have proof of value such as an invoice ready. Pigee support uses these to progress your claim with the carrier.
Acting quickly matters most with a problem parcel, because carriers apply time limits to claims. Reporting the issue as soon as you notice it, with evidence ready, gives you the best chance of a fast and fair resolution.