TABLE OF CONTENTS

Objective:


To provide a standardized process for handling missing parcel cases, ensuring that all necessary steps are followed before a parcel is officially declared missing. This SOP guides agents in assisting customers efficiently while maintaining accuracy and compliance with company procedures. 


Step-by-step Process


Step 1 – Share Parcel Status 

In most cases, the parcel will be marked as successfully delivered on FedEx tracking. Provide the customer with:

  • Parcel status

  • Tracking number

  • Date and time of delivery

  • Place of delivery

  • Delivery proof image (POD), if available

Criteria for a Missing Parcel:

  1. Delivered – No proof of image: The parcel is marked as delivered, but no image proof is available on FedEx's website.

  2. Delivered – Proof of image provided: The parcel is marked as delivered with an image. The customer does not dispute the image location, yet the parcel cannot be located (possible theft).


Step 2 - Verify Customer's Details

Once the information is shared, request the customer’s assistance to:

  • Check their surroundings for the parcel

  • Verify their shipping address


Step 3 – Advise Customer to Monitor & Contact FedEx

After the customer confirms the parcel cannot be located:


A. If Less Than 7 Days Since Delivery

CX Action:

  • Advise the customer to continue monitoring for an additional 2–5 days.

  • Inform the customer that FedEx may mark parcels as delivered prior to actual drop-off

Example

  • Delivery Date: March 6

  • Report Date: March 8
    → Advise customer to monitor until March 11


B. If More Than 7 Days Since Delivery

CX Action:

  • Proceed with full replacement or refund


Key Notes

  • Do not offer resolution within 7 days if POD is available

  • Set a clear expectation and follow-up timeline