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Sometimes, you may receive a package that arrives with missing contents. It’s a rare situation, but it does happen! Here’s what to do when it does.
Contact Your Sender as Soon as Possible
First thing’s first: before you do anything, you’ll want to contact your sender. By letting them know, they may be able to send a replacement to you, or begin to claim any shipping insurance purchased along with the label. In our experience, most eCommerce businesses are fairly amenable to their customers receiving any parcels that aren’t up to snuff, and will work to rectify any missing contents as quickly as possible.
Don’t Send Back or Throw Away a Package that Arrived with Missing Contents
This is the big one to remember! Even though you may be inclined to do so, the most important thing is to not throw away the package, or begin the return process. You’ll want to keep it on hand, since most insurance companies require packages to remain at their intended destination throughout the claim process. If you attempt to send anything back and the package leaves its destination, any insurance may be rendered null and void.
Take Plenty of Photos
If you can, you should also take as many pictures as possible once you open your box or envelope. If your sender purchased insurance and needs to claim it, they will also need photo evidence of the way the package arrived with the missing contents. This kind of photo evidence is required by most shipping insurance companies in order for claims to be valid.
Carl Brown
Damaged flat rate box that was sent to Ringgold, Ga 30736. 40 Horseshoes were missing. How do we get reversed. The $100 won’t cover the cost.
Rachel McPherson
Received the package with no contents. How do I send picture of package?
Scott
Had a return package sent to me by one of my customers. (Commercial product). When the box arrived it was received directly, the reinforcement security tape (custom with the customers logo) on the bottom side had been cut and taped back with regular tape, and the product had been replaced with a couple Disney bubble blowers.
Clearly there are thieves in the UPS system, jokes on them, the thing they took is worthless unless we get it back to reset it. And it has a serial number,
But now we will see what UPS says.
Susan Dannebohm
There was a hole in the box and one bottle of walfloweris missing, Thousand wishes is gone I took a picture.
MrsWoolwich
An employee signed for a package but it was only one of several items ordered. The other items were never delivered but the sender says since I was signed for they cannot replace or refund the missing items. Is there any way to dispute this further? How can we prevent this in the future?