How does a package investigation work with the delivery service?
When you report to 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 are also unaware.
- 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 the issue 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 considerably 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 a 'drop-off permission'? Then Celtic WebMerchant is no longer liable after the package is left by the delivery service. In that case, we cannot assist you further.