Delivery Helplines: File an Online Complaint to Courier, Delivery, and Freight Companies

E-logistics and internet connectivity have enabled one to book, order, and track the online status of delivery of any consignment/product. Today, each day millions of orders are being delivered by various carriers and courier companies with a worldwide presence. Many e-commerce service providers like Amazon, Walmart, Flipkart, Jiomart, Alibaba, and many more, have made easy shopping and retail business deals.

Major carriers and delivery companies of the world include Aramex, Amazon, Blue Dart, Delhivery, E-kart, Royal Mail, ZTO Express, DHL Express, FedEx, etc. Submit complaints of delivery services to these companies by available resolution mechanisms.

But, many customers have to face problems with the delivery or shipment of any product & goods and its quality of service. Are you one of them? Need not worry. If you have complaints about delay in delivery, defective product, the claim of protection insurance, shipment broken by the delivery partner, or payment issues, register a complaint to your concerned carrier or delivery company with the order id.

The ways to report your concerns to the delivery partner/carrier are:

• To call the toll-free customer care number
• E-mail your problems with product details
• File a complaint online with the order id

Don’t forget to mention the required information about the product or shipment ordered. If your issues are not resolved, you may escalate the disputed case to the nodal/senior officer of the company. Before this, follow the given resolution period. If it exceeds, then escalate the matter to the authorized representative.

Further, you may approach the National Consumer Authority of your nation. In the case of the USA, you may get the help of the Federal Trade Commission (FTC) and the consumer advice department of the FTC.

In India, you may file a complaint to the National Consumer Helpline, Ministry of Consumer Affairs against the delivery company for violating consumer rights. Read below to know more about the delivery companies and the grievance/dispute resolution mechanism.

How to File a Complaint about Delivery of Shipment, Courier, and Product & Goods?

Each courier company has its own mechanism to handle the problems and complaints of the customers & its clients. But, almost all delivery carriers have the same administrative levels to resolve any dispute about a delivery, refund of the deposit, insurance, and other shipments & freight services.

Do you know your delivery company or carrier? Yes! You need to contact the carrier and raise your concerns. Suppose you have ordered an item or product from an e-commerce platform like Amazon (File a complaint), Flipkart, Walmart, or another company.

In that case, the details of the third-party delivery partner with an order/delivery id will be sent to you by SMS or E-mail. Use this order id to raise your concerns with the carrier. First, you should report the disputed issues to the customer representative via chat (complaint online), e-mail, or the customer helpline number of the delivery carrier.

Levels to Resolve a Dispute of Delivery:

• Level 1: Contact Delivery Company
  • By calling the toll-free customer care number
  • Dial the hotline/helpline number of the carrier
  • Register a complaint online by chat or form (Get the help of an executive)
  • E-mail your concerns with order details
• Level 2: Escalate to Resolve Dispute:
  • Raise the disputed matter to the Nodal Officer or authorized department
  • Submit an informal notice for the resolution of the dispute
  • Arbitration to settle the dispute (Internal)
• Level 3: Take Legal Action:
  • File a complaint to National Consumer Authority
  • Arbitration
  • Approach the concerned consumer tribunal or judicial body (court) of the country

Explanation:

In Level 1, directly contact your delivery partner or carrier to register a complaint about the order, courier, or shipment with the required details. The medium of communication can be online or offline.

• By online mode, chat with the executive (complain online) or e-mail your issues.
• For offline, call the customer service number or visit your local courier/delivery office of the company.

In Level 2, Escalate the unresolved or unsatisfactory complaints of Level 1 to the appointed nodal officer or concerned authorized official department of the carrier company. Commonly, disputes can be settled (resolved) in 3 ways by the respective companies, that are:

• By taking action on the previous complaints and resolving the problem as per the required standards of delivery
• By informal dispute resolution process, submit a notice of the dispute to resolve the disputed case by following the guidelines of the delivery company. (submit online or write a letter to the legal department of the company)
• Start an internal arbitration with the company to settle the dispute with an agreed compensation of monetary loss.

In Level 3, If no action has been taken or dissatisfied with the resolution of Level 2, you may file a complaint to the respective regulatory body of the country or take legal action as illustrated below.

• You may file a complaint to the National Consumer Authority or the trade commission of the delivery company with some required information.
• Start an arbitration with Arbitrator (third party), contact the legal department of the company to know the available arbitrator associations
• Take legal action by filing a lawsuit with a small claim court or approaching the consumer tribunal of the country. Before this, you should take help from a legal expert.

Let us know the various delivery companies, courier service providers, and carriers of different regions. Also, use the contact details to raise your issues with the representatives to resolve the problems of delivery services.

File a Complaint

Shipping and delivery are being done by various national and international carriers. each company has provided its own contact information to resolve disputes related to the delivery & courier services.

Must Provide the Following Information:

• Name of the complainant/customer
• Order id or consignment number
• The nature of the complaint
• Description of the issue with the booked delivery, payments, and protection insurance.

Want to complain about the delivery of shipment/parcel, courier, and other heavy consignments (items)? Sure, you can do it. Contact the representative by dialing the hotline or customer care number, e-mail your concerns, or chat online with an agent (lodge a complaint online) on the app or portal of the delivery carrier.

The contact details of the carriers/delivery company:

1. ArcBest (ABF Freight)

2. Aramex International

3. Asendia

4. Australia Post (AU)

5. Blue Dart Express Ltd

6. CEVA Logistics

7. CJ Logistics

8. Delhivery Limited

9. DHL Express

10. Deprisa

11. ECMS Express

12. Ecom Express

13. FedEx (Express, Ground, & Freight)

14. Fidelitone

15. GAASH Worldwide Ltd

16. Gati-Kintetsu Express Private Limited

17. Hanjin Logistics Corporation

18. Indian Postal Service (India Post)

19. Israel Post (ILP)

20. Innovel Solutions (Costco Logistics)

21. Kerry eCommerce Limited

22. Landmark Global

23. Lasership (OnTrac)

24. Lonestar Overnight Inc

25. XPO, Inc

26. Naqel Express

27. Ninja Van Group

28. NSD, Inc

29. Parcel Pool (International Bridge Inc, Myib)

30. PASAR Express

31. Pilot Freight Services (Maersk Company)

32. Pitney Bowes

33. Royal Mail Group Limited

34. Servientrega

35. SF Express Co., Ltd.

36. TForce Logistics

37. United Parcel Service of America, Inc. (UPS)

‘38. US Postal Service (USPS)

These are some logistics companies that deliver a consignment, products, and many items all over the world. You may contact your domestic or international shipping company to register a complaint about the issues related to delivery services.

Still not resolved or dissatisfied with the final resolution? First, escalate the disputed case to the senior officers or nodal officer of the company then, you may submit a notice of a dispute for the settlement of the dispute.

Further, you may take legal action as per the law of your country. Approach the National Consumer Authority or concerned regulatory body for the protection of consumer rights. If the disputed matter belongs to business & trade practices, approach the Trade Protection Authority or Commission of your nation.

Take Legal Action

Are you dissatisfied with the final resolution? If you are not satisfied with the final response of offered agreement under the dispute resolution settlement process of the company, you may proceed to take legal action.

Has no action been taken? or, Disputed case has not been resolved by Delivery Carriers? You may follow the laws of the nation to take legal action for the violation of consumer rights or business/trade laws & rules.

For Consumer Disputes:

• File a complaint to the National Consumer Authority of your country to resolve a dispute. If your consumer rights have been violated, demand compensation for your monetary loss.
• You may also file a lawsuit with a Small Claim Court (USA residents) or judicial/ regulatory body/ court of your country.

For Business Disputes:

• Register a complaint with the Trade Protection Agency or Business Regulatory Authority of your country with the required information.
• File a petition with the tribunal or trade regulatory commission of the nation. Further, you may bring a lawsuit with the apex court of your nation.

Consumer Authorities & Trade Commission of Some Countries to Lodge a Complaint:

• Australia: Australian Competition and Consumer Commission (ACCC)
• Brazil: National Consumer Secretariat, Brazil
• Canada: Competition Bureau Canada
• China: National Platform of Consumer Dispute Resolution
• India: National Consumer Helpline (NCH)
• Japan: Consumer Affairs Agency
• Saudi Arabia: Consumer Protection Agency (SAMA)
• Singapore: Competition and Consumer Commission of Singapore (CCCS)
• Spain: Ministry of Consumer Affairs, Spain
• UAE: Dubai Consumer Authority
• United Kingdom (UK): Competition & Market Authority (CMA)
• United States (USA): Federal Trade Commission (FTC)

Have you not found the consumer authority of your country? Find the National Consumer Authority of your nation and submit a complaint to resolve a consumer/trade dispute.

Resolve Issues

Categories of issues and types of consumer disputes related to logistics, courier & delivery services of companies, that can be resolved are:

• Delivery & Courier
  • Issues regarding shipment, courier, or online booking
  • Report delay in delivery, of logistic products (damaged/defective)
  • Problems with tracking the shipment or delivery status
  • Other concerns with offline/online delivery and shipment of any product.
• Carrier Services
  • Concerns with parcel services, express delivery, cargo, and freight containers.
  • Problems with partial/full truckload freight shipment
  • International freight, cross-border, and supply chain services
• Returns
  • Requests to return or report if denied to deliver the shipment
  • Request for replacement of incorrect/ wrong/ damaged shipment
  • Partial delivery of logistics items or the shipment
  • Any problems related to return and pick-up services.
• Claims & Payments
  • Issues with filing a claim for the damaged, lost, or partially delivered shipment/items
  • Service charges problems like high delivery charges, transaction failures, payment issues, contract violations, etc.
  • Any issues with payments of online booked orders or COD (Cash on Delivery), cancellation fee/charges, or refund requests (deposit/delivery fee).
• Logistics & Freight
  • Shipment of heavy goods, consignment/container, cargo, and other Freight services.
  • Report the lack of safety of goods, lost/partial delivery of goods, or warehouse facilities
  • Any disputes with contract, payment, and billing of freight & logistics services.
• Others
  • Problems pertaining to services & products offered by the delivery companies but not listed in the list like insurance, e-logistics services, e-commerce, and other logistics solutions.

Frequently Asked Questions

Q. Where can I register a complaint about logistics, delivery & courier services?
A. You should directly contact your logistics company through the customer care number, hotline, or e-mail of your regional officer in the country. Further, you may file an online complaint with some information like booking id, order id, e-Way bill, etc.

Q. What can I do if my complaints are not resolved by the respective logistics/delivery carrier?
A. First, submit a notice of dispute with the logistics or your service provider to start an internal dispute resolution process. If you both have not reached any conclusion or agreement, you may approach the legal department of the company.

Q. Where can I approach if my disputes are not resolved?
A. You may start arbitration or bring a lawsuit within the specified laws of the country. To take legal action, get the help of a legal expert in your nation then you may proceed to bring a lawsuit with the apex court of your country.

Reference

• Courier partners – Amazon
• Carrier contact information – Amazon
• Consumer resources – ICPEN