Non-Receipt – No Delivery Scan

Description

This is the procedure when the customer is claiming non-receipt of a package and the package has no delivery scan.

Instructions

1. Verify the shipping address is correct

2. Contact your Supervisor to determine if the package manifested

3. Only if package did manifest, click on the package number

4. From the ADJUSTMENTS drop-down menu select NON-RECEIPT

5. From the tracking results page click ADJUST

6. Key in a memo

Details

•   The time frame of 21 consecutive days must pass to process an adjustment

•   Advise your customer if tracking shows delivered and not returned within 30 days they will be recharged for the package

•   Non-Manifest Packages will be adjusted by El Paso Customer Service