At Mobile Direct, we understand how important your device and payment are. To ensure transparency and timely resolution, please review our Lost Parcel Claim process below.

1. Initial Monitoring Period

When a customer ships a device via Royal Mail, we actively monitor the tracking information.

• If the tracking status remains unchanged for 3 working days (i.e., no movement or update), the case will be formally raised for investigation.
• If the parcel is not marked as delivered after this period, our Customer Service team will initiate further action.

2. Internal Case Handling

• A ticket will be created and assigned to the relevant team member for follow-up.
• The assigned person will actively monitor the case and continue follow-ups for the next 7 working days, provided the tracking status remains unchanged.
• Regular reminders and progress checks will be maintained during this period.

3. When a Parcel Is Considered Lost

If, after the follow-up period:

• The device is still not located.
• The tracking status has not progressed.

• The parcel will be officially treated as lost.

   

  Note: Please make sure to keep the postage receipt with you, as it will be required in case the parcel is lost so that a claim can be initiated with the courier company.

4. Compensation & Insurance Coverage

• In line with Royal Mail’s insurance coverage, compensation is limited to up to £100.
• To maintain customer satisfaction and avoid unnecessary delays, we will initiate payment of the insured amount accordingly.

5. Important Note

If the tracking status updates at any time after the initial 3 working days, the monitoring process will restart.

A new 3 working day review period will begin from the date of the latest tracking update.