Updated 1 October 2026 · Pludor team · 2 sources
First confirm the package is actually lost, not just delayed — check tracking and wait until the quoted delivery window has passed. Then file a formal lost-package claim with the courier (not just a chat message), including your tracking number, proof of the item's value, and the original shipping receipt. Keep every reference number and support interaction so you can escalate with a documented timeline if the claim drags on.
Check the tracking status first — a package showing "in transit" for longer than expected is not the same as lost. Give it until past the quoted delivery window before escalating. If tracking hasn't updated past that window, treat it as potentially lost and start a formal claim.
File a formal lost-package claim with the courier rather than just sending a chat message. You'll typically need your tracking number, proof of the item's value, and the original shipping receipt. Save every reference number and support interaction so you can escalate with a documented timeline if the claim stalls.
Compensation is usually limited to the declared value at shipping — not the item's replacement cost. Unless you paid for additional declared-value coverage, that's the ceiling of what you can claim. Have your shipping receipt ready, since it shows what value was declared.
No — couriers typically require a formal lost-package claim, not just a support chat message. Submit the claim with your tracking number, proof of the item's value, and the original shipping receipt. Keep a paper trail of every reference number and interaction in case you need to escalate.
Wait until the quoted delivery window has fully passed before escalating. Before that, a package showing "in transit" may simply be delayed rather than lost. Once it's past the window with no movement, file a formal claim right away.
You generally need three things: the tracking number, proof of the item's value (like a receipt or invoice), and the original shipping receipt. Submit these with a formal claim rather than an informal support message. Keep copies of everything for escalation.
Escalate using a documented timeline — that's why you should save every reference number and support interaction from the start. Claims that drag on are much easier to push forward when you can show dates, claim numbers, and who you spoke to. Follow up in writing each time so the trail stays complete.
Always declare the correct value at shipping and keep receipts, since compensation is limited to the declared value. Use couriers with reliable tracking and check statuses proactively rather than waiting for customers to complain. If you sell on Pludor, its local delivery tool and order records give you a clear paper trail for every shipment.
Act fast: check tracking, confirm whether it's delayed or lost, and file a formal claim with the courier while keeping the customer updated. Refund or replace for the customer first, then pursue the courier claim yourself, since compensation is usually limited to declared value. Pludor sellers can manage orders, messages and support in one dashboard, which makes tracking these cases much easier.
Yes — lost packages are common but manageable with declared-value shipping, receipts, and a formal claims process. The bigger priority is setting up a proper selling surface where your products, checkout and customer messages live together. Pludor lets you start free ($0/month, you pay 4.99% + $0.90 per online order) with local delivery and a unified inbox included.
Pludor gives independent businesses and creators the tools the giants have - store, POS, AI receptionist, AI Studio, live selling and a marketplace.
Free to start - no card, no item limit. Pay only for what you use past the monthly free amounts.
Start freeChecked 1 October 2026. Fees and rules change; follow the links for the latest.