JOB AID

Lost After Delivery (LAD)

Wait for Package
Though tracking shows a delivery scan, packages sometimes take more time to arrive.
• Apologize to the customer and ask they check for the package as below.
• Allowing until 8 p.m., 2 days after the carrier delivery scan happened.
• If the customer has already waited 2 days, and it is past 8 p.m. on the second day, use the
Replacement or Refund options in CCA, selecting Lost After Delivery as the reason code.

Check for package:

I apologize you didn't get your package.
Sometimes carriers leave them in unexpected
places:
• Look around your delivery area (doorstep,
apartment building mailroom/office, neighbor’s
doorstep, etc.) .
• Look on your door for a notice of attempted
delivery.
• Check your mailbox.
• See if someone in your household or a neighbor
accepted the package.
• If not found, please wait for the package to get
to you.
• Allow until 8pm your local time, 2 days after the
carrier delivery scan excluding Sundays and
holidays.
What if the customer is highly escalated?
Attempt to deescalate the situation before discussing with your Supervisor.
If customer asks why they need to wait:
Packages sometimes take this extra time.
Allowing the 2 full days after the carrier delivery
scan will usually enable the carrier to complete
the delivery.
If your package hasn't arrived after that time,
contact us and we'll be happy to help.
What if the Zip Code/City on the carrier's
delivery scan is different from the customer's
shipping address?
• If the zip codes/cities are close to each other,
ask the customer to wait (following the process
on this job aid).
• If the zip codes /cities are a long way from
each other, discuss resolution with your
supervisor.

What about orders not delivered by a carrier?

Orders delivered by Last Mile Delivery (LMD) or Spark driver, use reason code “Other > Correct Reason
Code Unavailable” if a replacement or refund is needed for Lost After Delivery.

What about Marketplace orders?

• Follow the above process for Marketplace items if the Refund or Replacement buttons are blue.
• For Marketplace items where neither button is blue, see page 2 of this Job Aid.
 JOB AID
Lost After Delivery (LAD)
Wait for Package

Marketplace

What if it is a Marketplace item that is Lost After Delivery?

1. If carrier tracking shows delivered, ask the customer to check for the package
2. If the Refund or Replacement options ARE blue, follow the process on page 1.
3. If tracking shows delivered in a different state from the shipping/delivery address, there is no
contact with seller required and we Adjust as "Late to Arrive".
4. If the Refund and Replacement options are NOT blue, use the Seller Contact Process to ask for
the seller to assist.
How do I complete the seller contact process?
• Be professional, clearly document what the customer needs and why, for example:
“The package shows delivered in the carrier tracking, but the customer has checked and not
received it. Please investigate/update the customer on next steps to get their package.”
5. If the Zip Code/City on the carrier's delivery scan is different from the Zip Code/City on the
customer's shipping address, we will still contact the seller (as above).
6. After completing the seller contact process, explain that the seller will respond within 48 hours
directly to the customer via email, and they will communicate their actions directly to the
customer.

What do I do when a customer contacts us back?

• When we, or a customer, contacts a Marketplace Seller, they have 48 hours to respond offering
help or a path to resolution for the customer.
• If the Marketplace Seller does not contact the customer after 48 hours, or they are not providing
help or a path to resolution, we take care of the customer.

What reason code do I use if I process an adjustment for a Marketplace item Lost After Delivery?
Late to Arrive

Know
le dge B
ase

KB Article: “Lost After Delivery (LAD) - Wait for Package”

Keywords: LAD • Lost After Delivery
Resources
This job aid can be downloaded
as a PDF right from Litmos.

• Select “Additional Resources”

• Then click “Download”

You can also search Knowledge Base (KB) with

keyword: Lost After Delivery