For cross-border e-commerce sellers and foreign trade enterprises expanding into overseas markets, international express delivery serves as a crucial logistics solution. However, the lengthy supply chain and multiple handling points in international shipping create vulnerabilities where packages can go missing. When faced with lost shipments, businesses often find themselves in frustrating disputes with carriers. This article examines the common causes of international package disappearances and provides a comprehensive guide to filing claims.
What's Stealing Your Packages? Common Causes of International Shipping Losses
Prevention proves more effective than damage control. Understanding these frequent causes of shipping losses helps businesses implement protective measures before dispatching goods.
1. Incorrect Addresses: Small Errors With Major Consequences
A package that successfully crosses oceans and borders can still fail at the final hurdle due to a simple address error. International carriers typically don't confirm delivery addresses with recipients by phone, meaning an incorrect postal code might divert shipments to wrong locations. These misdirected packages often end up returned or permanently lost. Businesses must double-check all recipient addresses and postal codes before dispatch.
2. Customs Complications: The Cross-Border Trade Barrier
Customs regulations vary significantly between countries, with strict rules governing imported goods. Packages containing prohibited items, improperly declared values, or restricted products may face detention, return, or even destruction. Some nations impose absolute bans on specific merchandise, while others require special permits. Thorough research into destination countries' customs policies remains essential before shipping.
3. Missing Return Addresses: One-Way Tickets to Nowhere
When packages require return shipping, incomplete or unclear return addresses create logistical dead ends. These shipments often disappear within complex delivery networks. Businesses should always provide complete return information including street addresses, postal codes, contact names, and phone numbers.
4. Unreliable Agents: The Risks of Poor Partnerships
The international shipping market contains numerous operators with varying reliability. Some agents lack proper qualifications or maintain unstable shipping channels that increase loss risks. Businesses must carefully vet potential partners, comparing service quality, pricing structures, and channel stability before committing to partnerships.
When Packages Disappear: The International Shipping Claims Process
For businesses facing lost shipments, following this structured claims process helps maximize compensation recovery.
1. Confirm the Loss: Investigation Comes First
Before filing claims, verify whether packages are genuinely lost rather than delayed by customs clearance or address issues. Tracking information available through carrier websites or customer service can confirm shipment status. Packages exceeding normal delivery timelines without status updates may be considered lost.
2. Contact Customer Service: Initiating the Claims Process
Upon confirming losses, immediately contact the shipping company's customer service or account manager to file claims. Provide complete order details including tracking numbers, merchandise descriptions, and value documentation to facilitate carrier investigations.
3. Prepare Documentation: Building Your Case
Successful claims require thorough documentation:
- Shipping labels: Proof of contractual shipping agreements
- Invoices or purchase receipts: Verification of merchandise values
- Item descriptions: Detailed product names, quantities, and specifications
- Claim forms: Carrier-specific forms completed with signatures
- Supporting evidence: Photographs or videos demonstrating merchandise conditions
4. Exercise Patience: The Waiting Game
Carriers typically require 7-10 business days (or longer) for internal investigations after receiving claims. Maintain regular communication with customer service during this period to monitor claim progress.
Major Carrier Compensation Standards
Compensation policies vary significantly between international shipping companies:
DHL Compensation
Refunds cover shipping costs plus declared values (maximum $100). For partial losses or damages, compensation reflects damage proportions (capped at $100).
EMS Compensation
Maximum compensation of 380 RMB per shipment for mainland China and Hong Kong express services.
UPS Compensation
Actual value reimbursement (maximum $100). Partial losses within boxes receive no compensation, nor do damages from inadequate packaging. Insurance purchases are recommended.
FedEx Compensation
Declared value reimbursement (excluding shipping costs) up to $100. Lower actual values receive invoice-based compensation. Written claims must be submitted within seven days of incidents.
Common Claim Rejection Scenarios
Carriers typically deny claims under these circumstances:
- Special items: Fragile goods, liquids, or powders often fall outside coverage
- Force majeure: Natural disasters, wars, or civil unrest exempt carriers from liability
- Prohibited items: Customs confiscations or destructions of banned merchandise
- Customer/customs issues: Returns initiated by customers or customs that disappear in transit
- Expired claims: Missed carrier deadlines for claim submissions
Conclusion: Prevention and Preparedness
While international shipping losses cannot be entirely eliminated, proper precautions significantly reduce risks. When losses occur, methodical claims processes help businesses recover maximum compensation. Understanding these procedures and carrier policies enables smoother cross-border trade operations with minimized disruptions.