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What to do when a parcel hasn't arrived

4 min read

Check the tracking and the address you gave, then ask the seller in writing to find it, send it again or refund you. If they won't, your card issuer may be able to help. Or send your simp to chase it and come back with a date.

Poppy

What you can do yourself.

Start with the tracking and the seller. These are the steps that sort out most missing orders.

  1. Step 1Check the tracking and address

    Look at the latest tracking update and the delivery address on your order, and look for a card or a note.

  2. Step 2Ignore texts asking for money

    A text or email asking you to pay to get a parcel, or to rebook a delivery, is usually a scam. Don't click the link.

  3. Step 3Contact the seller

    The seller has the shipping details and can chase the delivery company for you.

  4. Step 4Ask for a resend or a refund

    Ask in writing for the order to be sent again or refunded, and keep a copy of what you send.

  5. Step 5Ask your card issuer

    If the seller won't resend or refund it, ask your card issuer or bank whether you can dispute the charge.

  6. Step 6Marked delivered, but not here?

    Check around the building and with next door, then tell the seller where the tracking says it was left.

The catch: the seller and the delivery company can each point at the other, and sorting it out often starts with a queue.

How a simp does it.

A parcel for Alex had been out for delivery for four days. Bev called customer service, found out where it was, and got it rebooked with a confirmation by email.

BevBev - Chase the parcelOutgoing - AI number - 0:31
Recorded demo, with consent
  1. 00:02 - Customer serviceCustomer service, how can I help?
  2. 00:05 - BevHi - a parcel for Alex has been out for delivery for four days. Tracking hasn't moved.
  3. 00:14 - Customer serviceIt looks like it went back to the depot.
  4. 00:18 - BevCan you rebook it for Saturday and email confirmation?
  5. 00:27 - Customer serviceBooked for Saturday, before one.

Redelivery Saturday AM. Confirmation emailed.

Tell it what's missing. It chases.

Give your simp the order number, the tracking and what you want: a new delivery date or your money back. It calls from its own number, chases it, and comes back with a date and a confirmation.

What it can't doIt won't agree to pay a redelivery fee, or take a voucher instead of a refund, unless you've said yes. You can mark any detail as sensitive, and your simp asks you every time before using it. It never gives out your passwords, PINs or security answers.What your simp is allowed to do

Questions about chasing a parcel.

Should I call the seller or the delivery company?

Start with the seller: they have the order and can chase the delivery company. Your simp can call either one for you.

See the steps above
What if they ask me to pay for redelivery?

Your simp asks you first. It won't agree to pay anything unless you've said yes.

What your simp is allowed to do
What if they ask for security details?

You tap Take over in the Simp app and answer them yourself. It never gives out your passwords, PINs or security answers.

What your simp is allowed to do
Does it use my AI minutes?

Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.

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Let your simp chase the parcel.

Every plan comes with a simp that makes the call and comes back with a date.

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