Missing Package(s)Updated a month ago

If package was received, but has a shortage – Click Here

1.  Gather Details

• Customer Details
  • JBI Account Number
  • Order Number
  • Tracking Number
  • Business Name
  • Address, City, State, Zip
  • Contact Person
    • Full Name
    • Email
    • Phone

2.  Track Package

• UPS Tracking
• FedEx Tracking
• Other local carrier
  • If still in Transit?
    • Give it more time
  • If Delivered?
    • Confirm the following via UPS Tracking or FedEx Tracking, or other local carrier
      • Date and time delivered
      • Who signed for it, or if no Signature, who is marked as Received By
      • Is there a photo of delivery
    • Contact the shop or outside rep, and verify if the person associated with the delivery is a known staffer at the place of business, and if said person remembers any details associated with the delivery.

3.  Contact Customer

• If still in Transit?
  • Wait 24 hours and track again

4.  Contact Carrier

• UPS: 
  • Web: UPS My Choice for Business
    • Username: joserod
    • Password: dolphins
  • Phone: (1-800-742-5877)
  • 1.  Get map of delivery – This map may appear for a short time in the proof of delivery section on UPS My Choice for Business. If not visible, you will need to contact UPS directly.
    
  • 2.  Ask for local dispatch to initiate a driver follow-up to get more details about the delivery for the package in question.
    
    
• FedEx
  • Web: https://www.fedex.com/secure-login/en-us/#/credentials
    • Username: joserod
    • Password: Dolphins1
  • Phone: 1-800-463-3339
  • 1.  Obtain proof of delivery
  • 2.  Ask for local dispatch to initiate a driver follow-up to get more details about the delivery for the package in question.
    
    

5.  Next Steps

If the package isn't located either with the carrier, or the customer, we need to reship the order and file a claim.

Ask the rep to contact the customer and explain that we are prepared to reship the order.  If the original packages is later delivered, we will invoice you for the goods and are happy to take back anything that isn't needed and then issue a final credit.

6.  Re-ship the order

If the customer consents, enter a new order.  Be sure to include applicable notes referencing the original order number and the reason for the duplicate shipment.

7. Submit a Claim Form

• Complete the attached Claim Form and email to; 
  • Jose Rodriquez –  [email protected]
  • Yesenia Williams – [email protected]