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 the current parcel status with the customer and confirm the details.


In most cases, the parcel will be marked as successfully delivered on FedEx’s tracking website. When assisting the customer, provide the following details:

  • Parcel status

  • Tracking numbers

  • Date and time of delivery

  • Place of delivery

  • Delivery proof image, 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).

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

  • Check their surroundings for the parcel

  • Verify their shipping address

This step ensures all necessary checks are completed before officially declaring the parcel as missing. Example of FD ticket: [#71806] 129030954065700 / Stephaine Wilson / Logistics / Missing Parcel : Mopio Inc. 



Step 2 – Advise Customer and Provide a Follow-Up Timeline

Once the customer confirms that the parcel cannot be located, verify the date of delivery versus the date of report:

  • If less than 7 days have passed since the supposed delivery date:

    • Advise the customer to keep a lookout for the parcel for an additional 1–3 days.

    • Explain that FedEx sometimes updates the parcel status ahead of actual delivery.

    • This prevents unnecessary replacement arrangements in case the original parcel is delivered shortly afterward.

  • If more than 7 days have passed since delivery:

    • Proceed to propose a full replacement or refund immediately.

Example:

  • Date of delivery: September 6th

  • Date of report: September 7th

Advise the customer to continue checking for another 2 to 3 days.


Follow-Up Timeline:

  • Provide a clear timeline for both the customer and yourself for the next follow-up.

  • Confirm the next course of action with the customer to reassure them that the matter is being actively handled.


Example:



If the parcel cannot be found after the follow-up period, inform the customer that they are eligible for a full refund or replacement, and confirm their agreement before processing.