On May 14th, a client sent a message through the Cabrella platform messaging center indicating a missing overnight package from a carrier. The package contained a $9,000 handbag, which had been sent to a customer in New Jersey about a week earlier.
The customer had attempted to discuss the issue with customer service, but to no avail — they were told that it had been held by the carrier’s security but no reasoning was provided.
Using Our Network to Your Advantage
The Cabrella team got in touch with our specific security contacts at the carrier, who determined that the parcel was flagged (erroneously) by a carrier fraud algorithm, apparently due to an unusual Ship-From address that did not match the account information.
Within 24 hours, we were able to locate the parcel, re-label it, and get it back on its way to the customer before we were ultimately able to confirm its delivery.
When the carrier’s fraud algorithms identify packages and remove them from circulation, they sit in a special section of Overgoods for 30 to 45 days. Here, they stay pending communication from the shipper before they are disposed of.
The carrier makes no independent effort to identify the reason for the seizure and clear the package — with this in mind, if it weren’t for our intervention, the package would likely have been sold or disposed of.
Impressive Results for Peace of Mind
Our efforts and results with the carrier are something that could not have been achieved by a smaller, singular shipper. Our customer was so impressed that she has switched all of her shipping and insurance to Cabrella.
