- Shipment Lost
- Shipment Damage
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 strives to provide a satisfactory resolution, even if unfortunate scenarios happen.
As we all know that, 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!
How Can You Submit A Claim For Lost Parcel?
【Situation 1: Parcel Lost In Transit / No Update For 14 Days】
**Applicable for Pos Laju, Pgeon, Skynet, ABX Express, DHL eCommerce, CJ Logistic, UTS, Ultimate Consolidators & Aramex Domestic
Step 1: Head over to “All Parcels” then click on “Parcel Status“.
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 Receive / Missing Item / Receive Wrong Content】
**Applicable for parcel has been delivered or the remaining couriers that not stated above
Step 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).
Once your claim is approved, you will receive both of Basic Insurance claim amount and InsurePlus claim amount, (extra RM50 or parcel value, whichever is lower) through bank transfer (7-14 working days) or EasyParcel credit (instantly).
Payout via Bank Transfer
The basic insurance claim amount will be passed on to our finance department for further processing, while the amount of InsurePlus (extra RM50 or parcel value, whichever is lower) will be given in the form of EasyParcel credit instantly.
Payout via EasyParcel Credit (Recommended)
Both of the insurance claim amount and the InsurePlus claim amount will be reflected in your EasyParcel account instantly upon submission.
Note: You can use these credits to book your next courier, buy packaging materials, or subscribe to marketing tools right away.