To provide a clear and consistent process for resolving cases where a customer contacts us stating they received an incorrect package, while ensuring customer satisfaction, appreciation, and operational closure.
Always acknowledge the concern politely and with gratitude.
Thank the customer for their honesty, integrity, and transparency.
Reassure them that we will take care of the situation in the simplest way possible.
Check with the customer first — if they would like to return the package. If they don't agree or is aversive to return, inform point 2
Ask the customer:
If they are willing to return the package → Proceed with return collection steps.
If they prefer not to return → Inform them they may keep, donate, or dispose of the items as they wish.
a. Request details and proof:
Clear images of the items received.
Picture of the Order ID, AWB, phone number, or any details on the package.
b. Collect address confirmation for pickup.
c. Create a ticket to LMT, noting:
"Customer received another person’s package by mistake. Please arrange collection from [address]."
d. Confirm with the customer once collection has been arranged.
Respect the customer’s decision.
Inform them politely:
“We completely understand, and you may keep, donate, or dispose of the items as you prefer.”
Close the case with noting down the Order ID, AWB and address of the received package in Ticket Notes (for future reference and to track which customer's order this was).
Always stay humble, polite, and appreciative.
Highlight gratitude for the customer’s integrity and cooperation.
Use language that makes the customer feel valued, not burdened.
End the customer's issue in the first contact itself. Do not keep follow up with the customer. Understand the customer's decision and do accordingly (Create a return or Keep the item)
Record case details as a ticket and assign to LMT with details of Order, AWB. This is needed as the order may be someone else's.
Include the below in the Ticket:
Customer’s decision (return or keep).
Images/details provided. (Order ID, AWB)
Ticket ID created for LMT.
Final communication to the customer.
When the customer first informs us they received an order they never placed / someone else’s package
Thank you so much for bringing this to our attention 🙏. We truly appreciate your integrity and honesty in informing us about the package you received.
To help us resolve this quickly, may I please check with you if you’d prefer to return the package?
If they say Not interested or aversive to returning
If you don't prefer to return, you can keep/donate/dispose of the items you received
Either way, we’ll make the process simple for you.
Request details + explain collection process
Thank you for your kind cooperation in returning the package. To arrange collection, may I kindly request you to share with us:
Clear pictures of the items you received
A picture of the package label (Order ID, AWB, phone number, etc.)
Your address and contact number for pickup
Once we have these details, we will raise a request with our logistics team to collect the items from you.
We truly value your support and appreciate your efforts in helping us resolve this smoothly 🌸.
Confirm with customer
We have raised a collection request with our logistics team, and they will arrange pickup of the package from your address.
Thank you again for your cooperation and transparency—it means a lot to us. Please rest assured, we will handle the rest from here.
Polite closure
Thank you for letting us know. Please rest assured, you may keep, donate, or dispose of the items you received as you see fit.
We truly appreciate your honesty and the time you took to inform us. Your support means a lot to us, and we are always here for you whenever you need us.
Add this line to any script above for extra warmth:
Your integrity and transparency reflect the kind of trust we always strive to build with our valued customers like you 💙.