How to Handle Lost Package Inquiry- FAQ Freight

Modified on Wed, 28 May at 10:18 AM

How to Handle Lost Package Inquiry

Last Updated: 1.28.25

This SOP will provide instructions for any shipping issue where the tracking number shows lost, sent to overgoods, or where the package shows delivered but has not been received.

FedEx

Contact premiercare@fedex.com to get more information and start an investigation.
If shipping from PD (part request), we will ship out a replacement part the next day. This will give FedEx time to help find/resolve the original shipment.
If shipping from UWC, the package still ships under our account number so premiercare@fedex.com will still be able to help.
Let the customer know we are giving FedEx 24 hours to respond to help locate the missing package.
Ask them to check with neighbors or in their garage or under porch to confirm FedEx has not left it there.
If no resolution within 24 hours, we will start the remake. If customer wants a remake be started immediately, go ahead and initiate a remake with OPS. We will have time to cancel if we get answers in a day or two.
Ask the customer to let us know right away if the package turns up so we can cancel the investigation with FedEx and remake (if started).

UPS

Contact goglobal@ups.com to get more information and start an investigation. Our current rep is Marlon who will assist as best he can.
CC the following people to get expedited help:
- memacleod@ups.com (Mike) – He will help get GPS on the shipment.
- mcarolan@ups.com (Mickey) – He will escalate if needed.
- jcampbell@ups.com (John) – He’s back-up for Mickey/Mike if needed.
Let the customer know we are giving UPS 24 hours to respond to help locate the missing package.
Ask them to check with neighbors or in their garage or under porch to confirm UPS has not left it there.
If no resolution within 24 hours, we will start the remake. If customer wants a remake be started immediately, go ahead and initiate a remake with OPS. We will have time to cancel if we get answers in a day or two.
Ask the customer to let us know right away if the package turns up so we can cancel the investigation with UPS and remake (if started). We will pay for the remake if UPS shows a GPS POD, so we really appreciate them letting us know if the original shows up.

DHL

Contact Gipsy via the KART (Key Account Representative Tool). CS (Candace, Rosanne, Levi, and Steph) and OPS (Kim and Lauren) have access to this tool. If urgent and you must reach out directly to Gipsy, contact her at: prodesign.customercare@dhl.com to get more information and start an investigation.
Let the customer know we are giving DHL 24 hours to respond to help locate the missing package. If not response in that timeframe, CC the following people on the customercare@email for escalated help:
- robert.ayling@dhl.com (Rob – our local OH contact – National Account Mgr)
If further escalation is needed, we can reach out to the following people:
- Joseph.Daley@dhl.com (Joe – CLE Station Mgr) - Can help with delivery issues to PD
- firehiwot.abebe@dhl.com (Frey – Area Sales Mgr) - Highest up of a
- MaryJo.Pencik@dhl.com (MJ – Key Accounts Director)

Ask them to check with neighbors or in their garage or under porch to confirm DHL has not left it there.
If no resolution within 24 hours, we will start the remake. If customer wants a remake be started immediately, go ahead and initiate a remake with OPS. We will have time to cancel if we get answers in a day or two.
Ask the customer to let us know right away if the package turns up so we can cancel the investigation with DHL and remake (if started). We will pay for the remake if DHL shows a GPS POD, so we really appreciate them letting us know if the original shows up.