While the delivery service is based on direct confirmation with the recipient, we recognize the possibility of operational errors that may lead to inconsistencies in recording the status of shipments. We understand the frustration and the potential economic and reputational implications that this situation may entail.
However, it is important to note that there is an established protocol for the recovery of packages reported as delivered but not received, which can be handled within a maximum period of ten (10) calendar days after the date on which the shipment appears as delivered in our systems.
To initiate the process of investigation and possible recovery of the package, it is essential to open an incident case (ticket) through the designated service channels, attaching the following information:
- Proof of the recipient's formal claim, in legible photographic or digital format. Such proof must visibly include the recipient's telephone number or e-mail address, which must match the data provided in the original shipment information.
- Correct identity document number (DNI) of the recipient.
IMPORTANT:
In compliance with the terms and conditions established for claims management, no claim requests for discrepancy between the Registered Delivery Status and Package Non-Receipt will be accepted for shipments whose date exceeds seven (7) calendar days after delivery.
In the event that recovery of the package is not feasible, a compensation procedure will be activated for the loss, misplacement or theft of the item. Payment of such compensation will be made within 10 business days from the first business day of the following month.