Hoe does a package investigation work with the delivery service?
When you inform us that a package is missing or the tracking has been stagnant for a long time, we can initiate an official investigation with the delivery service. This is a legal process to determine the exact location of the shipment.
Below you can read how this process works:
1. When do we start an investigation?
- No movement: If the tracking status has not changed for more than 5 business days and there are no holidays or customs checks involved.
- Incorrect delivery: If the tracking indicates that the package has been delivered, but you have not received anything and the neighbors know nothing about it.
- Payment claim: When an official claim is initiated via PayPal or a credit card company, an investigation is automatically opened to legally establish the status.
2. The course of the investigation
Once we report to the delivery service, the following happens:
- Driver inquiry: The carrier contacts the driver who ran the route.
- GPS check: The delivery service checks the GPS coordinates from the moment the package was scanned as 'delivered' to see if the courier was actually at your door.
- Sorting center check: A search is conducted at the transfer points to see if the package was left there or got damaged.
3. The duration of the process
- Waiting time: Please note that an investigation by the delivery service can often take several days to sometimes two weeks.
- Payment claims: If there is a claim via a payment provider, the process usually takes significantly longer due to the fixed response times of those providers.
4. The outcome
- Package found: The delivery service resumes delivery and the package is offered to you again.
- Package lost: If the shipment is officially declared lost, we will arrange for a new shipment of your product or refund the full amount.
Note: Have you given 'drop-off permission'? Then Celtic WebMerchant is no longer liable after the delivery service has left the package. In that case, we cannot assist you further.