What to do if your parcel has not been delivered within the Service Level Agreement (SLA)

Firstly, the Service Level Agreement is the time agreed upon in which the courier company will deliver your parcel so for example, Next Day Service or within a two day period.


If your parcel has not been delivered within the agreed-upon Service Level Agreement (SLA), you can take the following steps to address the issue:

service level agreement
  1. Check Tracking Information:
    • Begin by checking the tracking information for your parcel. This will provide details about the current status and location of your package.
  2. Contact the Carrier:
    • Get in touch with the shipping carrier or courier service responsible for delivering your parcel. You can find their contact information on their website or on the shipping receipt. Provide them with your tracking number and inquire about the status of your shipment.
  3. File a Complaint or Claim:
    • If the carrier is unable to provide a satisfactory resolution, inquire about their process for filing a complaint or claim for a late delivery. Be sure to provide all relevant details and documentation, including the tracking information and any receipts you may have.
  4. Contact the Seller or Shipper:
    • If you purchased the item from a retailer or individual, contact them to inform them of the issue. They may have additional resources or contacts with the shipping carrier that can help resolve the problem.
  5. Review the SLA Terms:
    • Familiarise yourself with the terms of the Service Level Agreement. It may contain information about compensation or remedies for late deliveries. This information can guide your next steps.
  6. Escalate the Issue:
    • If your initial attempts to resolve the issue are unsuccessful, escalate the matter to higher levels of customer service within the shipping company. You may need to speak with a supervisor or manager to get a more effective resolution.
  7. Contact Consumer Protection Agencies:
    • Depending on your jurisdiction, there may be consumer protection agencies or regulatory bodies that oversee shipping and courier services. Consider reaching out to them if you are unable to resolve the issue through the carrier.
  8. . Explore Legal Options:
    • If all else fails, and you believe the delay has caused significant harm, you may want to consult with legal counsel to explore your options.

Remember to remain calm and professional throughout the process. Clearly communicate your concerns, and keep records of all communication, including names, dates, and reference numbers. It’s also essential to act promptly, as some carriers may have specific time frames within which you can file a claim or complaint.

Generally speaking, only the sender of an item can claim reimbursement through the delivery company if the parcel has not been delivered within the time scale agreed upon (i.e. Next Day Service or Two-Day Service etc). The first point of call for anyone receiving a parcel should be the company or person that they purchased the item from – no matter if the fault lies with the courier company as only they can claim compensation which they may pass on to you.

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