I had a belly full of anger but patience won the day.
My package was declared lost twice. It was first declared lost using the tracking number. It was subsequently declared lost again when I provided the names and addresses of both the sender’s and receiver’s.
Finally, after providing Singpost with photos of my parcel, they found it. It was delivered to me intact with no signs of any damage.
The status of my incoming parcel stopped updating
It was the period spanning Christmas into new year and my parcel was supposed to reach me from overseas within three days, through speedpost.
I had let it pass for two weeks seeing that it was the holiday season, and as soon as the holidays were up, I called to follow up on the tracking number of my parcel.
Tracking number didn’t help
Three days later, they inform me via email that my parcel had been declared lost.
I called the very next day in anxiety, telling them that I did not accept both their conclusion and offer of compensation.
I further requested them to search again.
In addition, on my own initiative, I requested the telephone operator to record the names and addresses of both the sender’s and the receiver’s.
I had assumed that the barcode on my parcel was damaged, but the texts on the cargo details remained visible.
Names and addresses didn’t help
Another three days later, I received a call from 1605 informing me that my parcel is still declared lost.
I refused their conclusion and compensation again, and requested another search.
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This time round, I requested the telephone operator, on my own initiative again, to send me an email. This email would have a specific purpose of requesting me to send photos of what my parcel looks like as well as the dimensions.
It opened an official channel for me to send my photos to. If I hadn’t asked for it, they wouldn’t have asked the photos of me, hence its significance.
Emailing photos of my package failed
I was more than eager to send photos of my lost package through the email thread I requested the telephone operator to open.
However, mail delivery failed not once, not twice, not thrice, but 4 times. It appears that the official email addresses had size limits.
It also didn’t help even though that, by the time I sent the photos for the 4th time, each photo had only a file size of approximately 100kb plus minus, and I had reduced the number of photos from 13 to 7.
Time would be wasted again if I emailed them to inform them of mail delivery failure. With every day, my parcel gets closer to getting lost for real.
It was then that I remembered seeing what amounts to a live chat service some where.
One can access the live chat function through these steps:
- go to the Singpost parcel tracking page
- type in your tracking number
- click on the “live chat” link when the package status has been loaded
Through it, I uploaded my photos live. That’s really cool.
The photos I sent
The lost package was one of two packages that was shipped to me. Fortunately, the second package was reached me and I had a working example of how the lost package looked like as both boxes were identical.
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Side view of my parcel where my commercial invoice is, in its plastic pocket.
The morning I sent them the photos via “chat now”, I received a call in the evening from 1605.
The state of my parcel
The box was not damaged. The contents were intact and weren’t damaged either.
They did print out a fresh sheet of delivery order and had removed the original cargo details.
It highly suggests that the cargo details were ripped off.
How I knew that my parcel wasn’t lost
My parcel had arrived in Singapore the day after my supplier mailed me my parcels.
And it remained as “received at processing facility” and got stuck there since.
It isn’t the first time I have received parcels through Singpost. Therefore, I am familiar with the various status updates they have.
To be stuck at processing facility and have my parcel declared lost, there had to be misses at so many levels that it seemed ridiculous.
I felt like they were hard pressed to reply me within 3 days rather than taking the time to find my item. Therefore, on the basis of them skimming through the items, they needed information that was instantly recognisable on a single glance.
There were human errors.
Take initiatives to provide information.