What To Do When Your PostNL Delivery Goes Missing?

You eagerly track a PostNL package containing an important item. The estimated delivery date passes. No parcel appears. Uh oh – it seems your PostNL shipment has gone astray.

What do you do when a package goes missing in transit with PostNL? How can you get answers and resolve the issue?

This comprehensive guide explains everything you need to know if a PostNL delivery fails to reach you. We’ll cover:

• Why PostNL parcels get lost
• How to tell if your package is missing
• When to report the lost PostNL package
• Step-by-step how to report it
• What happens during PostNL’s investigation
• How long it takes to get resolution
• The compensation process
• Tips for customers
• FAQs about lost PostNL deliveries

Follow these steps, and you’ll be able to successfully work with PostNL to find your parcel or get deserved compensation.

Why Packages Get Lost or Delayed During PostNL Delivery?

Before diving into solutions, let’s first understand potential reasons a PostNL package may go astray:

Incorrect Address

One obvious cause is an error in the delivery address provided to PostNL.

The sender may accidentally mistype the address when booking the shipment. Or the recipient themselves might input the wrong address details during checkout.

If the address is incomplete or incorrect, the PostNL delivery can get misrouted or returned to sender. Double checking for typos is a must.

PostNL Shipping Errors

During high volume sorting and processing, mistakes can happen.

A PostNL package may get:

• Incorrectly sorted
• Mislabeled
• Not properly scanned

This can cause the parcel to get lost in the shuffle between PostNL facilities.

Failed Delivery Attempt

Sometimes the PostNL delivery driver is unable to successfully deliver your package.

Reasons may include:

• You weren’t available to accept the delivery
• Insecure location for leaving the parcel
• Traffic/access issues preventing delivery

Attempted but failed delivery causes packages to get marked as undeliverable and returned to the local PostNL facility.

Stolen Packages

Sadly, package theft and “porch pirates” are a growing problem.

PostNL drivers try to deliver parcels securely. But opportunistic thieves sometimes still swipe deliveries from doorsteps before recipients collect them.

This risk is higher around the holidays when package volumes surge.

Customs Issues

For PostNL international shipments crossing borders, customs procedures can very occasionally cause delays or loss.

If paperwork errors occur or prohibited contents are detected, a foreign customs agency may seize the package.

But this is extremely rare with appropriate shipment documentation from the sender.

How to Tell if Your PostNL Package is Lost?

Here are clear signs that your PostNL parcel has potentially gone missing:

• The estimated delivery date provided by PostNL has passed, but you don’t have the package.
• The PostNL tracking status hasn’t updated for several days beyond the expected delivery date.
• The PostNL tracking shows “delivered” but you never actually received the parcel.

In any of these situations, it’s time to take action by reporting your lost PostNL package for investigation.

When to Report a Lost Package to PostNL?

Time is of essence when a PostNL delivery goes missing.

Report a lost PostNL parcel ASAP using these recommended time frames:

For Domestic Netherlands Deliveries:

Report a missing PostNL package within 30 days of the expected delivery date.

PostNL has the best chance of locating misdirected packages within Dutch borders quickly if notified soon.

For Shipments Within the European Union:

Report lost PostNL packages within 30 days for parcels shipped from one EU country to another.

For International PostNL Deliveries Outside the EU:

You have a 45 day window to report missing PostNL packages sent to or from countries outside the European Union.

Meeting these reporting deadlines enables PostNL to urgently track down your parcel before trails go cold. Don’t delay!

Step-by-Step Guide to Reporting a Lost PostNL Delivery

Follow this process when your PostNL package has gone missing:

1. Check Tracking Status

Your first step is to check the tracking status.

Go to PostNL’s tracking page and enter the tracking number.

Note the last scan date and reported location of the parcel. This info helps PostNL’s investigation.

If there are no scans for several days beyond the estimated delivery date, it likely means your PostNL package is lost somewhere between scans.

2. Contact PostNL

Once you’ve gathered the tracking details, reach out to PostNL customer service through:

• Phone: Call 31-88-868 – 6161
• Email: Write to [email protected]
• Twitter: Send a direct message to @PostNL
• Website: Use the contact page at www.postnl.nl

Explain that you have not received your expected PostNL delivery. Provide the tracking number, shipment date, your address, and any other relevant order details.

Having this information handy allows PostNL to immediately look into what happened.

3. File a Claim if Insured

If you opted for shipping insurance on your lost PostNL parcel, you can file an insurance claim.

Submit copies of supporting documents like the invoice, receipt, and any communications with the seller.

Filing quickly, within the reporting time frames above, speeds your compensation.

PostNL will investigate before approving claims.

What Happens During PostNL’s Investigation Process?

Once you report a missing PostNL package, here is how their team investigates:

• PostNL contacts all involved parties like the shipper, sorting facilities, and delivery driver to trace the parcels path.
• They review security footage and thoroughly search distribution centers along the route, looking for any mishandled packages.
• If unable to locate the parcel after several days, PostNL may declare the package lost and initialize compensation. This enables them to quickly make the situation right.

On average, PostNL completes investigations within 2-3 weeks. But complex cases may take longer to resolve.

PostNL will provide updates if they require any additional information from you. Otherwise, sit tight while they detect what happened.

What’s the Typical Timeline for Resolving a Lost PostNL Delivery?

When you report a missing parcel, how long until an outcome? Here is a typical timeline:

• 24-48 hours: PostNL sends an acknowledgment and reference number when you first notify them.
• 5-10 business days: PostNL launches their tracing investigation.
• 10-15 business days: If the package appears to be truly lost, PostNL initiates the claims and compensation process.
• 5-10 business days: You receive approved compensation via bank transfer once PostNL finishes processing.

So all in, expect approximately 3-4 weeks from the time you report until final resolution.

PostNL understands delays are inconvenient and tries to resolve valid claims as quickly as possible. But be patient, as investigations do take some time.

How PostNL Calculates Compensation for Lost Packages

If PostNL deems your parcel as officially lost and your claim is approved, you will receive financial compensation.

The compensation amount depends on:

• The insured value of the lost contents.
• Any declared value and shipping protection selected when sending.
• Supporting documentation provided.

For insured PostNL packages, you’ll generally receive compensation for the full insured amount.

If uninsured, PostNL may still provide partial compensation – around 60% of the item’s value. But this is not guaranteed.

Having shipment insurance gives you the most protection if items go missing.

What Can Customers Do During the Investigation Process?

We know waiting is difficult when your parcel is in limbo. Here are some tips:

• Be patient. PostNL makes every effort to resolve issues promptly. But investigations do take time.
• Stay in touch with the sender. Keep the retailer or seller updated on the claim status. They may be able to assist or resend your order.
• Provide documentation. Having your invoices, receipts, and any other paperwork handy helps speed verification once PostNL is ready.
• Monitor your case. Check your PostNL account and email for any updates on the claim. Promptly provide any other details requested.

Your cooperation helps PostNL efficiently process your claim.

Helpful PostNL Resources for Lost Packages

Utilize these PostNL resources when dealing with missing parcel issues:

Customer Service Contacts:

• Phone: 31-88-8686161
• Email: [email protected]
• Twitter: Direct message @PostNL

Websites:

• Tracking page: www.postnl.post/en/track-and-trace
• Reporting claims: www.postnl.nl/en/customer-service/complaints
• FAQs: www.postnl.nl/en/customer-service/faq

Account Features:

• File claims directly in your PostNL account
• Upload supporting documents
• Get status updates on your case

FAQs About Lost PostNL Deliveries

What if PostNL marked my parcel delivered, but I never got it?

If PostNL’s tracking shows delivered, but you never actually received the package, report it ASAP.

Provide PostNL with a signed statement that you did not get the delivery. This helps them investigate and process your claim.

How will I get updates during the PostNL investigation?

PostNL will contact you directly by phone, email, or within your account dashboard with investigation updates or requests for more information.

Check your account and email regularly too. Promptly provide any other documents needed.

What happens if my lost package eventually turns up?

If PostNL compensates you for a lost package that later gets found, they will typically reverse the compensation, minus shipping costs. So you still get refunded for shipping.

What if only part of my PostNL package contents are missing?

If your package arrived but some contents were missing, report this as a damaged package claim. Provide photos showing the condition it arrived in and the partial contents.

How much compensation can I get for an uninsured lost package?

Without insurance, PostNL may provide partial compensation of around 60% of the item’s value, but this is not guaranteed. Insuring shipments gives you the most protection.

Conclusion

Losing a PostNL delivery can be upsetting. But now you’re equipped with the knowledge needed to effectively work with PostNL if a package goes missing.

Here are the key takeaways:

• Track your package status and report issues ASAP to PostNL.
• Provide PostNL with detailed documentation for your claim.
• Remain patient but persistent throughout their investigation process.
• Keep the sender updated on your claim’s progress.
• Monitor your account and email for status updates.
• Use PostNL’s customer service channels for help.

By understanding the process and timeline, you can get the speediest resolution when your PostNL parcel goes astray. Don’t hesitate to leverage their team for assistance.

Stay vigilant with tracking and reporting, but rest assured PostNL will work hard to locate missing packages or properly compensate you when warranted.