When a delivery is marked "Lost" and status shows "Under Investigation", it means the operations (OPs) and customer service (CS) teams are actively trying to:

• Locate the parcel, and

• Understand what went wrong during the delivery process.

This is a formal internal process where we investigate through:

• Runner GPS tracking

• Delivery photos and timestamps

• Communications (comments from Runner/Sender/Recipient)

• Store records

📋 Immediate Steps for the Recipient

1. Stay in Touch with Customer Service

• You don't need to start another inquiry once your parcel is "under investigation" — it is already being handled.

• If you want an update, contact GoPeople Support through the chat support on the website/app or respond to the initial communication you received.

2. Provide Supporting Information if Requested

Sometimes Ops/CS may contact you to:

• Confirm your delivery address

• Ask if you received any parcel by mistake

• Clarify access instructions (especially if delivery was ATL - Authority To Leave)

Quick responses help speed up the investigation.

3. Be Patient During the Process

The standard investigation timeframe is usually within 2 business days, although it may vary depending on the complexity.

4. Outcome After the Investigation

• If the parcel is found: We will arrange a redelivery or you may be advised of the next steps for collection.

• If the parcel is confirmed lost:

  • A claim or refund process will be initiated (handled depending on Sender’s policy

  • You will receive written confirmation from GoPeople Customer Service.