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While our courier partners do their best to ensure your shipments are delivered safely, we acknowledge that there are unlikely circumstances where your shipments might get lost. At EasyParcel, we focus on service excellence and strive to provide a satisfactory resolution, even if unfortunate scenarios happen.
As we all know, claiming can be an arduous and tiresome process that we want to avoid together, so we’ve made the process easy for you! You can now file a claim for your lost parcel in your EasyParcel account and then track the status at your fingertips. Come on, let’s show you how it works!
Situation 1: Parcel lost in transit / No update for 14 days
**Applicable for Pos Laju, Skynet, ABX Express, DHL eCommerce, UTS, Ultimate Consolidators & Aramex Domestic
Step 1: Head over to “Manage Parcels” then click on “All Parcel“.
Step 2: Click on the 3 lines icon and select “Report”.
Step 3: Select “Parcel Lost” from the drop-down list.
Step 4: Provide the documents needed, such as item invoice, photo of the parcel content and parcel packaging. After all the documents are uploaded, click on the “Okay” button.
Step 5: Your report has been submitted to our support team and you can track the status with a click on the “View Parcel Report“.
After you file a claim, our system will update the status for you to see at a glance. Here's an explanation of the different status of a claim can have in EasyParcel.
Situation 2: Parcel delivered but not yet received/ Missing item/ Receive wrong content
**Applicable for parcel has been delivered or the remaining couriers that not stated aboveStep 1: Go to “Support” on the sidebar and click on “Contact Us”.
Step 2: Select either "Domestic Shipment" or "International Shipment" (subject to your booked parcel).
Step 3: Select “Parcel Damaged" from the drop-down list.
Step 4: Fill up the form, upload the required document such as commercial invoice, photos of parcel packaging and parcel content. Then click on “Submit Now”.
Step 5: You can check the status with a click on the “Check Your Enquiries Update” button.
OR
Step 5: You can head over to “Support” on the sidebar and click on “Customer Support”, then you’ll able to see your submitted enquiries under the “Message Board” tab.
Step 6: Once you click on the “View” button, you’ll able to see the details inside and also our support team will reply to you via this message board directly within 24 working hours (Monday to Friday, 10am to 6pm except for public holidays).
Step 7: At the same time, you can send in messages and attachments via this message board as well.
Step 8: The case will be moved to “Closed” once it has been resolved. And then, you can review your experience with a click on the “Rate button (applicable for certain enquiries only).
