Definition
A parcel is considered lost once the carrier has confirmed an anomaly.
The delivery timeframe is 5 business days between the shipment of the parcel from our workshop and its drop-off at the customer’s home or pick-up point.
We recommend waiting for this timeframe before opening a carrier investigation.
We also recommend waiting for carrier validation before taking any commercial action.
1. Parcel not delivered 5 business days after the order
Check the parcel’s pickup status in your Faume Back Office using the customer email or order ID.
If the parcel is still being processed or prepared ⇒ contact us via the chatbot or by email. The order may be facing an exceptional hold at our workshop.
2. If the parcel has been accepted by the carrier but is blocked at a tracking step:
You must open a carrier investigation on the customer’s chosen carrier platform with the following documents:
Customer’s registered letter
The order invoice
Template of registered letter to duplicate, fill, and send to Chronopost:
Chronopost Letter Template
How to obtain the invoice
On Shopify:
You can edit the invoice from the customer’s order page.
Click “Print” → Order Printer, then select “Save as PDF.”
In the Back Office:
Click on the order, then click the “Download Invoice” button on the right.
3. Template for carrier investigation request:
Hello, the parcel for purchase N°ABCDE has still not been delivered to the recipient. Attached you will find the customer’s order invoice with the estimate and item details, as well as the registered letter. Could you please confirm the parcel status and location after your investigation?
Thank you very much.
Kind regards
The carrier will either unlock the delivery or, after internal investigation at their agency, classify the parcel as an anomaly, which justifies compensation for the order based on the provided invoice.
You can then request via the chatbot to apply the commercial gesture you consider appropriate (at the brand’s expense).
4. Parcel marked as delivered in the tracking
If the tracking link shows that the parcel has been delivered, but the customer has not received it, this can happen when the carrier cannot find anyone at the delivery address. The parcel is often left with a third party: concierge, neighbor, or local shop.
Start by checking this with the customer.
If the customer confirms that the parcel is truly lost, open a carrier investigation with the following documents:
Customer’s registered letter
Order invoice
Template for carrier investigation request:
Hello, the parcel for purchase N°ABCDE has still not been delivered to the recipient. Attached you will find the customer’s order invoice with the estimate and item details, as well as the registered letter. Could you please confirm the parcel status and location after your investigation?
Thank you very much.
Kind regards
The carrier will either clarify the delivery or, after internal investigation, classify the parcel as an anomaly, justifying compensation based on the provided invoice.
You can then request via the chatbot to apply the commercial gesture you deem appropriate (at the brand’s expense).