Reporting lost and damaged parcels

When you hear from a customer via email or phone regarding a lost or damaged parcel, your support agents can log a request on your LateShipment.com account for us to initiate an investigation with the carrier.

Effectively managing lost or damaged parcels is crucial for maintaining customer satisfaction and operational efficiency. With LateShipment.com, support agents can promptly report such incidents, enabling swift investigations with carriers. Here's how to utilize this functionality:

Reporting a Damaged Package

1. Access the Reporting Tool:

   • Log in to your LateShipment.com account.

   • Navigate to the top of the page where the reporting feature is located.

2. Enter Tracking Information:

   • Input the tracking number of the affected shipment.

   • Click on "Report Lost/Damaged".

3. Specify the Issue:

   • From the drop-down menu, select "Damage".

4. Provide Supporting Documentation:

   • Upload the product invoice and images of the damaged item by dragging and dropping them into the designated areas.

5. Submit the Report:

   • After attaching the necessary documents, click "Submit" to file the report.

Reporting a Lost Package

1. Access the Reporting Tool:

   • Log in to your LateShipment.com account.

   • Navigate to the top of the page where the reporting feature is located.

2. Enter Tracking Information:

   • Input the tracking number of the missing shipment.

   • Click on "Report Lost/Damaged".

3. Specify the Issue:

   • From the drop-down menu, select "Lost".

4. Provide Supporting Documentation:

   • Upload the purchase invoice in the provided field.

5. Submit the Report:

   • After attaching the necessary document, click "Submit" to file the report.

Monitoring Reported Cases

1. Access the Dashboard:

   • Navigate to the Parcel Audit and Shipping Refunds section.

   • Click on the Lost and Damaged Dashboard.

2. Review Case Details:

   • View all data related to submitted claims, including:

     • Submitted Claims

     • Credited Refunds

     • Denied Claims

     • Recent Claims

     • Recent Refund Credits

By following these steps, support agents can efficiently report and monitor lost or damaged parcels, facilitating timely carrier investigations and enhancing customer service.