Lost, Damaged, or Stolen Parcels: Practical Guide 2026 to Procedures and Solutions

Is there a problem with your delivery? You are not alone.

Between September and December 2024, more than 3.7 million parcels were lost, damaged, or stolen in France, according to Ecommerce Nation. Behind this statistic lie countless stressful situations for senders and recipients alike: unhappy customers, financial losses, and hours wasted on administrative procedures.

Whether you are retailer with an unhappy customer or an individual waiting for a package that never arrives, this practical guide provides concrete solutions tailored to your situation: lost, undelivered, damaged, stolen, or late packages. For each case, you will learn what immediate steps to take, the legal deadlines to meet, and alternatives to avoid these hassles in the future.

The 5 most common situations:

• 🔍 Lost package: Tracking blocked for more than 7 days
• 📦 Package not received: Marked "delivered" but never received
• 💔 Damaged package: Product broken or damaged upon delivery
• 🚨 Package theft: Disappearance after delivery (porch piracy)
• ⏰ Late package: Delivery time exceeded

Diagnosis & Procedures

Quick Diagnosis: Accurately Identify Your Situation

Before taking any action, accurately identify the type of problem encountered. The diagnosis determines the actions to be taken and the deadlines to be met.

Critical point: Legal deadlines for filing claims are strict. Any delay in taking action may permanently compromise your chances of receiving compensation.

Detailed Steps by Type of Logistics Problem

🔍 Situation 1: Lost Package (Tracking Blocked)

Diagnosis Confirmed If:

• The tracking has not changed for more than 7 days.
• The Carrier that it is impossible to locate the package.
• The initial delivery time has been significantly exceeded (>15 days).

Immediate Actions (Optimal Timeline):

Step 1: Thorough Verification (Day 1)

• Check the tracking on the Carrier official website Carrier not just the email).
• Verify that the delivery address was correct.
• Contact the recipient to confirm non-receipt
• Check with neighbors/caretaker if alternative drop-off point available

Step 2: Contact Carrier Days 1-3)

• By phone: Carrier customer service Carrier tracking number
• By email: Send a complaint email (see template below)
• Online: Open a claim file on their website, if available.

Lost Package Complaint Email Template:

Dear Madam, Dear Sir,

I am contacting you regarding a package shipped on [DATE] with tracking number [NUMBER].
Current status: Last tracking event: [DATE] - [LOCATION] + Time elapsed without update: [X] days + Declared value of the package: [AMOUNT]€
Attached documents: Proof of shipment + Invoice for contents + Tracking screenshots
I request that an investigation be opened to locate this package and that I receive appropriate compensation in the event of proven loss.
Sincerely,

Step 3: Escalation (Week 2)

If no satisfactory response after 7 days:

• Send a registered letter with return receipt requested (LRAR) to the claims department.
• Mention the references of your previous contacts
• Set a response deadline (15 business days)

Carrier Compensation Deadlines:

• Chronopost: 60-90 days on average
• UPS: 45-75 days depending on survey
• DHL: 60 days standard procedure
• FedEx: 30-60 days depending on destination

Legal Compensation Amounts:

• Domestic transport: €23/kg (CMR limited convention)
• With ad valorem insurance: Based on declared value (Limits )
• Without insurance: Minimum lump sum compensation

📦 Situation 2: Package Not Received (marked as "Delivered")

Specific Diagnosis

The tracking shows "Delivered" or "Left in a safe place," but the recipient never received the package. This situation is particularly frustrating because the Carrier its job done, but the recipient reports the package stolen.

Immediate Actions (48-72 Hours Critical)

Step 1: Local Investigation (Day 1)

• Immediate neighbors: The delivery person was able to leave the package with a neighbor.
• Caretaker/Concierge: Check deposits in the lodge
• Pickup points: Some delivery drivers drop off packages at pickup points without warning.
• Common areas: Lobby, garbage room, in front of other doors

Step 2: Tracking Analysis (Day 1)

• Delivery photo: Some carriers photograph the deposit.
• Electronic signature: Who signed? Recognizable name?
• Delivery time: Was the recipient present?
• Geolocation: Some trackings indicate the exact GPS point.

Step 3: Formal Complaint (Days 2-3)

Email Template for Unreceived Package:

Dear Sir or Madam,
The tracked package [NUMBER] is marked as "delivered" on [DATE] at [TIME], but was never received by the recipient.
Evidence: Recipient was at home at the specified time: [YES/NO] + Checked with neighbors: Negative + No delivery notice left in the mailbox + Value of the package: [AMOUNT]€
I request an immediate investigation and the transmission of proof of delivery (photo, signature).
Attachments: Sworn statement from the recipient + Invoice for the contents
Sincerely,

Step 4: Potential Volcano Climb (If Failure)

If the Carrier survey Carrier and the value exceeds €1,000:

• Reporting a theft to the police station
• Detailed certificate from the recipient
• Forwarding the receipt to Carrier your insurance company

💔 Situation 3: Damaged or Broken Package

Two Separate Cases with Different Procedures

A. Packages with Obvious Damage (Visible Upon Delivery)

Critical deadline: 48 hours maximum

Immediate Actions:

1. Upon receipt (Instant T):
   • Refuse the package if there is obvious major damage.
   • If acceptance is necessary: Issue specific written reservations on the delivery note.
   • Photograph: Packaging from all angles + damaged product
   • Film the opening if possible (irrefutable evidence)
2. Effective Reserves (Example):‍
   
   • ❌ Bad: "Subject to unpacking"
   • ✅ Good: "Box crushed at upper right corner, 15 cm tear, contents potentially damaged - see photos."
3. Carrier notification Carrier 24-48 hours):
   
   • Reservations made upon delivery on [DATE]: Detailed description of damage
     + Photos attached (6 different angles)
     + Repair/replacement estimate: [AMOUNT]€
     Claim for compensation in accordance with the declared value

B. Packages with Hidden Damage (Discovered After Opening)

Legal deadline: 3 business days after delivery

Enhanced Procedure:

1. Comprehensive Documentation:
   • Photos of intact outer packaging
   • Photos of damaged product (all angles)
   • Unboxing video (if available)
   • Purchase invoice as proof of value
2. Mandatory registered letter with return receipt:Send a registered letter with return receipt within 3 days describing:
   • Exact nature of the damage discovered
   • Circumstances of discovery
   • Amount of loss
   • Request for expert opinion or compensation
3. Bailiff's report (values >€5,000): For high-value products, a bailiff's report significantly strengthens your case.

Frequent Exclusions Carriers:

• Fragile products poorly packaged (according to their criteria)
• Liquids without reinforced packaging
• Electronics without adequate shock protection
• Valuables without ad valorem insurance

🚨 Situation 4: Package Theft / Stolen Package

Context and Extent of the Phenomenon

The theft of parcels left outside front doors (porch piracy) is skyrocketing in France. Law enforcement agencies estimate that more than 150,000 parcels are stolen annually in major cities.

Complete Procedure

Step 1: Confirmation of Package Flight (Day 1)

• Check tracking: "Delivered" status confirmed
• Question neighbors/caretaker: Did they witness the deposit?
• Check surveillance cameras if available (building, neighborhood)

Step 2: Filing a Complaint (48-72 hours)

Required if:

• Package value >$1,000
• Insurance claim planned
• Intent to pursue legal action

When reporting the theft of a package at the police station, bring the following with you:

• Tracking number and proof of delivery
• Content invoice (proof of value)
• Tracking screenshot
• Sworn statement of non-receipt

Step 3: Carrier Notification Carrier Insurance

Dear Madam, Dear Sir,

I hereby report the theft of package [NUMBER] delivered on [DATE] according to your tracking information, but never received by the recipient.

Actions taken: Complaint filed on [DATE] - Receipt attached + Sworn statement from recipient - Attached + Value of package: [AMOUNT]€

Claim for compensation under your delivery liability.

Legal Remedies

• Carrier liability: Delivery without signature for valuable packages
• Home insurance: Check the "theft outside the home" clause
• Shipper's insurance: If purchased (ad valorem)

⏰ Situation 5: Late Package

Legal Deadlines and Appeals

When to Consider a Delay:

• Exceeding the contractual deadline announced by the Carrier
• Blocking of tracking without progress >5 days
• Failure to meet express delivery commitments

Graduated Actions:

1. Carrier reminder Carrier from day 1 of delay)
2. Formal Complaint (Day 3)
3. Compensation Request (D+7)

Possible Compensations:

• Chronopost : Refund of shipping costs in the event of a proven delay
• Colissimo: Compensation according to price list
• Private Carriers: According to contractual terms and conditions

Limitation of Liability:Carriers are generally not liable for indirect damages (loss of revenue, loss of profits). Only the value of the package is compensable.

Alternative: Avoid These Hassles with IndependentAd Valorem Insurance

The Structural Limits of Carrier Claims

After detailing the complaint procedures, let's look at their major limitations:

1. Unsustainable Deadlines

• 60-90 days on average for compensation from Carrier
• Meanwhile, you have already reimbursed your customer.
• Direct impact on your cash flow and customer relationships

2. High Rejection Rate

• 30-40% of claims rejected due to procedural irregularities
• Common reasons: Deadlines not met, incomplete documentation, contractual exclusions

3. Insufficient Compensation

• Limits €23/kg for domestic transport
• Ad valorem insurance for carriers capped at a maximum of €50-75K
• Deductibles and discounts reducing the final amount

4. Administrative Complexity

• Multiple points of contact depending on the Carrier
• Different processes for Chronopost, UPS, DHL, FedEx, etc.
• Time required: 2-5 hours per claim file

Independent Parcel Insurance: The Proactive Solution

Faced with these limitations, independent all-risk parcel delivery insurance such as Claisy offers a radically different approach:

Decisive Advantages

✅ Express compensation: 48-72 hours

• Review of the file within 48 hours maximum
• Bank transfer within 72 hours after validation
• Preserving your cash flow and brand image

✅ Extended Coverage: Up to €100K

• Limits to high-value products
• All sectors covered: electronics, luxury goods, cosmetics, etc.
• No deductible on the insured value

✅ Operational Simplicity

• A single interface for all your carriers
• Simplified online declaration (5 minutes)
• Real-time tracking of your file

✅ Automatic Integration

• Native connectors with CMS (Shopify, PrestaShop, WooCommerce, Magento)
• Automatic coverage of 100% of your shipments
• Zero oversights, zero manual handling

For Logistics Professionals: White Label Solutions

If you are a 3PL or 4PL, discover how to turn parcel insurance into a competitive advantage with white label solutions: your recipients report disputes to the Claisy Resolution Center and you can manage them from your Claisy account. To find out more, read our article on3PL/4PL white label insurance: Stand out from the crowd with an ad valorem all-risk insurance offer covering all carriers.

Benefits for logistics providers:

• New source of recurring revenue
• Commercial differentiation in the face of competition
• Enhanced customer loyalty
• Native API integration with your OMS/TMS

Conclusion: From Reaction to Prevention

Parcel problems—lost parcels, stolen parcels, broken parcels, delivery delays—are an integral part of e-commerce and shipping. The scale of the phenomenon is illustrated by the 3.7 million parcels affected in France in 2024. The question is no longer "could this happen to me?" but "when it happens, will I be prepared?"

This guide has provided you with the keys to responding effectively to any delivery-related dispute: detailed procedures, complaint templates, legal deadlines to be met. But the real strategic question for any retailer company that ships regularly is: "How can we move from reactive problem management to a preventive approach?"

The limits on carrier claims are structural:

• 60-90 days of delays incompatible with cash flow requirements
• 30-40% of rejections, often for administrative reasons
• Limits for valuable products
• Time spent managing complex procedures

Independent parcel insurance changes this equation: express compensation within 48-72 hours, coverage up to €100K, simplified and automated process. It does not replace claims procedures (which you should be familiar with), but it makes them obsolete in terms of speed and efficiency.

For retailers: Every poorly managed claim is a lost customer. Avoid this by following Dwice, the future leader in vinyl. ==> Discover how to optimize e-commerce dispute management.

For 3PL/4PL providers: Premium insurance has become a decisive differentiating factor. Turn it into a competitive advantage.

The next time a package causes a problem, you'll know exactly what to do. But even better: you can choose to never have to deal with these hassles again.

Appendix

Concrete Use Case

Situation: retailer 500 packages/month, average value €250

With Carrier Claims:

• Loss ratio 2% (10 packages/month) = €2,500 in losses
• Refund timeframe: 75 days on average
• Cash flow impact: €7,500 permanently tied up
• Time management: 20-30 hours/month of complaints

With Claisy Insurance:

• Monthly cost: 500 × 250 × 0.75% = 937
• Compensation: 48-72 hours (vs. 75 days)
• Cash flow impact: €0 tied up
• Temps gestion : <2h/mois (déclarations simplifiées)

ROI: Improved cash flow + time saved = Investment largely recouped

Sources

• Ecommerce Nation - Transportation Dispute Statistics 2024
• CMR Convention - Carrier Liability
• E-commerce Dispute Management
• White Label 3PL/4PL Solutions