Quick Summary
If a receiver receives the wrong shipment, document the condition immediately by taking photos of the inner and outer packaging, the incorrect item, and the parcel's weight on a scale. Report the issue promptly through the "Manage Parcel" section by selecting "Request Claim" and select "Swapped Content", or via the "Contact Us" page. Essential documentation includes the item invoice and photos of the correct item versus the one received; investigation results may take 2 to 3 months depending on the courier's findings.
We'll Cover:
What should I do if my parcel is the wrong shipment?
Step 1: Examine the item
Once your receiver has received the parcel and find out that different item from what they’re supposed to receive, be hurry to take pictures in order to document the condition of the delivery as soon as it arrived, this includes:-
- Photo of the outer and inner packaging from different angles
- Photo of the wrong item in the parcel
- Measure the weight of your parcel (include packaging) and take a photo of the number on scale
Kindly keep the packaging and also the wrong items as your selected courier might need to collect from the receiver to carry out the investigation further.
Step 2: Contact our support team immediately
Inform our support team about the parcel condition immediately and provides all the photos within the stated time frame for the courier companies.
Step 3: Wait patiently for the investigation result
The Investigation result might take around 2 – 3 months ( the time frame vary from case to case ) and courier has the rights to reject your claim if:-
- The selected courier found out parcel content wrongly declared by the sender
- The parcel content has been listed as prohibited items
- The submission has exceeded the report time frame
- Failed to provide the necessary documents
Take note: the claims will be submitted to the respective courier for further processing and EasyParcel has no control over the result finalized by your selected courier company.
How can I report a parcel that is the wrong shipment?
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 "Swapped Content".
Note: Claim must be submitted within 2 days of delivery.
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 "Swapped Contents - wrong items received".
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.
