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Support Process: Carrier call-ins for missing package claims

By
Carla Reed
on 3/7/19, 4:31 PM 25 views

Carrier call-ins for a missing package claim

We have decided not to provide mail carriers with information regarding missing packages when said information has already been provided to a resident. Our job is not to mediate missing package claim disputes between residents and mail carriers. Our goal is to provide residents with as much assistance as we can when they are missing a package. However, if ultimately we must recommend that a resident file a missing package claim with the mail carrier, we provide that resident with any relevant evidence which indicates that this is the best course of action, and then the case is considered closed on our end.


Having said that, we do not want to be rude or dismissive to mail carriers over the phone in these situations, even though we will not be providing them with information. We want to respectfully inform them of our policy. Below is an example of what you could say to a mail carrier calling us regarding a missing package claim:


“We apologize for any inconvenience, but unfortunately we are unable to provide further information regarding this missing package claim, as our Terms of Service do not permit us to provide resident information to third parties. We have provided all of the relevant information we possess regarding this situation directly to the resident for their use.”

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Asked: 3/7/19, 4:31 PM
Seen: 25 times
Last updated: 3/7/19, 4:31 PM