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Courier Complaints and How to Resolve Them

Most people have experienced the frustration of something getting lost during shipment. When you’re running a business, there is nothing worse than having a courier who frequently loses shipments or is not reliable about the time they will be delivered. Organization is the key to running a successful courier company, and if the courier is losing shipments regularly, you can be sure that the company is not organized.

In general, there are five different problems you may come across with courier services:

  • A pickup or delivery was missed
  • The pickup or deliver was made outside the time that had been agreed upon
  • Missing packages
  • Packages that have been opened
  • Packages with damage to them or to the contents inside of them

Of course even the best courier may run into a problem, so if you have a complaint about your shipment, how do you address it?

Here are four steps you should follow when trying to resolve an issue with a missing shipment:

  1. Begin by calling the local dispatch office of the courier you used. They should know exactly where every package is, and it may turn out that your package is simply delayed rather than lost.
  2. In the case that a package cannot be located, the shipper should formally declare the cost of what was in the package. You will be required to supply documentation like proof of shipping.
  3. The courier will then determine the actual value of the package and make reimbursement according to the lost package.

Of course tracking your shipment can help you make sure that it gets where it needs to be on time. Some companies offer online tracking, which is very helpful in most cases. Others will connect you directly with the dispatcher who can track every package on every truck belonging to the company. This will give you an even more accurate idea of where the package is. If the delivery or pickup was missed, the best course of action to resolve the problem is to contact the dispatcher directly. In the case of damaged packages, a call to the dispatcher again will help you connect with the right person.

A high quality courier service should make it easy for you to resolve problems. Instead of wading through piles of paperwork, it should be much easier to simply make a phone call and be connected with the person you need to talk to in order to get the issue resolved. At First Delivery Service you will always get a live dispatcher on the phone. You won't have to go through menu's to reach the person who has the answer about your package. Communication is always the key to resolving and preventing courier problems. Sometimes the problem is as simple as writing “avenue” instead of “street” on the address label or not providing a suite or apartment number. Trained and experienced dispatchers can sometimes even help you make a correction to your shipment while it is en route because they are in constant contact with the drivers.

First Delivery Service has been providing courier services in Arizona for more than 30 years. Their drivers are all TSA and CCSP certified, so you know that you can trust them with your more sensitive shipping needs. They have a stellar track record of on-time deliveries, so any situation in which a package is lost is extremely rare. The trained and experience dispatchers at First Delivery Service are ready to handle your calls and concerns 24 hours a day!