Quick Summary
If your parcel has not been delivered within 14 days of collection or appears to be lost in transit, you can report it through your EasyParcel account. Go to "Manage Parcel" > "All Parcels" > "More Actions" > "Request Claim", then select "Parcel Lost" and submit the required details. You can track your claim status under "Support" > "Enquiries History". If you have purchased insurance protection, your claim will be reviewed accordingly. Claim processing usually takes 2–4 weeks, depending on the courier.
We'll Cover:
What should I do if my parcel is lost?
In most cases, a "lost" parcel is due to a missed scan on the tracking system or an improperly attached air waybill (AWB) by the sender, causing the AWB to be lost during transit.
To assist in relocating your parcel promptly, please follow these steps to reach our support team:
- Report the Issue: If your parcel has not been delivered within 14 days of collection, report the issue to our support team.
- File a Claim: You can file a claim for your lost parcel in your EasyParcel account between the 15th and 25th day from the pick-up date. Our support team will then contact the courier to investigate the parcel's status and initiate the process of locating it.
- Insurance Protection: If you have opted for insurance protection, our team will also address the potential issue accordingly.
Important Notes:
- Claim Processing Time: Processing times for claims may vary depending on the courier company. On average, most claims are processed within 2–4 weeks.
- Service Excellence: While our courier partners strive to ensure safe delivery, we acknowledge that there are rare instances where shipments might get lost. At EasyParcel, we are committed to providing a satisfactory resolution in such cases.
How can I report a parcel that is lost in transit?
Solution 1 (Recommended)
Step 1: Log in to your account, head over to "Manage Parcel", then click on "All Parcels".
Step 2: Select the parcel you want to report, click "More Actions", and select "Request Claim".
Step 3: Select the "Parcel Lost".
Note: Claim must be submitted within 15 days of the last tracking event.
Step 4: Fill in the details required and click "Submit".
Step 5: Your report has been submitted to our support team and you can track the parcel report status by clicking on "Support" > "Enquiries History".
Solution 2
Step 1: Visit our Contact Us website at https://app.easyparcel.com/my/en/contact-us/
Step 2: After entering the website, click on "Shipment Enquiry".
Step 3: Next, select whether your parcel is a domestic or international shipment.
Step 4: A list of options will appear prior to selecting your inquiry type. From there, select "Parcel Lost".
Step 5: Fill up the necessary details required in the section below. Once submitted, our customer support team will approach you accordingly via your ticket ID where it can be found in your email.
