As an avid online shopper and self-proclaimed "picky consumer," there are few things more frustrating than eagerly anticipating a FedEx package delivery, only to have it end up at the wrong address. In the e-commerce era, misdelivered and missing packages are an all-too-common pain point for both consumers and retailers.
In fact, a 2022 survey by Loqate found that 41% of consumers experienced a late or failed delivery in the prior 12 months. Of those, 12% were due to an incorrect shipping address. For retailers, the cost of each failed delivery averages $17.20 in lost revenue, re-shipping, and customer service time. Across the industry, this adds up to a staggering $2.25 billion in costs each year in the US alone.
As the largest shipper by volume in the US, FedEx certainly bears a large share of responsibility for these misplaced parcels. In this deep dive, we‘ll unpack:
- The top reasons FedEx packages get delivered to the wrong address
- What happens when your package is marked "delivered" but missing
- How to work with FedEx to attempt to recover misdelivered packages
- Proactive steps and tech tools to prevent future missed deliveries
As both a frequent shipper and recipient, I‘ve got plenty of firsthand experience with the highs and lows of the FedEx delivery experience. I‘ll share some personal stories and practicable tips I‘ve learned over the years. My hope is that this serves as the ultimate guide to navigating and resolving those dreaded "wrong address" deliveries. Let‘s jump in!
Why Does FedEx Misdeliver Packages?
First, some stats on the scope of the issue. While FedEx touts a 95% on-time delivery rate, that still leaves 1 in 20 packages that aren‘t getting to their destination as planned. In 2022, FedEx delivered an average of 14.2 million packages per day globally. A 5% failure rate means over 700,000 packages per day are late or misdelivered.
While a portion of those are delayed due to factors like weather, staffing, or mechanical issues, a good chunk are simply delivered to the incorrect address. Some of the most common culprits include:
Incorrect Address Provided by Shipper (62%)
By far the most frequent reason packages go to the wrong destination is that the shipper (either the retailer or the customer) provided an incorrect or outdated address label. Common mistakes include:
- Typos in the street number, apartment unit, or zip code
- Missing secondary address information like suite or floor numbers
- Outdated addresses pulled from old customer records
I once had a subscription box delivered to an old apartment for 3 months before realizing I never updated my address on their website. Monitoring your active subscriptions is key to avoiding this!
Outdated Forwarding Information (17%)
With over 27 million address changes filed with the USPS in 2021 alone, it‘s no wonder many packages aren‘t making it to their intended recipient after a move. While USPS mail forwarding does apply to many FedEx packages, it‘s not foolproof, especially if no forwarding order was filed or it has expired. Always update your address with key shippers and in your FedEx Delivery Manager profile.
Incorrect Address Printed on Label (13%)
Another point of failure is the actual shipping label affixed to the package. Smudges, tears, or fading can make the address difficult to read or scan. Old labels or barcodes being left on a reused box can also mislead shippers. I once received a used textbook that still had the previous owner‘s address label uncovered, causing my package to bounce around for a week before making it to me.
Delivery Driver or Handler Error (8%)
To err is human, and even the most conscientious FedEx driver can have an off day where they misread an apartment unit or transpose numbers. Package handlers can also missort parcels, causing them to end up on the wrong delivery vehicle. One time my upstairs neighbor‘s new laptop was mistakenly delivered to me by a rushed driver. Always double-check the recipient name before opening a package!
What Happens When FedEx Delivers Your Package to the Wrong Address?
So your highly anticipated package has been marked as "delivered" by FedEx… but not to you. Here‘s what to do to try to track down that missing parcel:
Immediately Contact FedEx
Your first step should be to contact FedEx customer service as soon as you realize your package was misdelivered. The faster you act, the more likely they‘ll be able to retrieve your package from the incorrect address.
- Phone: Call 1-800-GoFedEx and say "representative" to get a live agent. Have your tracking number ready.
- Online: Use the "Help" portal on FedEx.com or chat with their Virtual Assistant by saying "representative."
- Twitter: DM @FedExHelp with your tracking information and details of the issue.
Open a Missing Package Case
If it‘s been over 24 hours since the "delivered" scan, you‘ll need to open an official case for a lost package and potentially file a claim:
- Go to the FedEx Claims Portal and click "Start a Claim."
- Enter your tracking number and verify your package details.
- Select "Shipment not received" as your claim reason.
- Provide a brief description of the issue and any steps you‘ve already taken.
- Upload any supporting documentation, such as proof of value.
- Enter your contact information and submit the claim.
A claims representative should follow up with you within 1-2 business days to commence an investigation.
Work with Sender to Replace or Refund
If a missing package can‘t be recovered by FedEx, your best recourse is usually to contact the original shipper for a replacement or refund. Many retailers have specific processes for handling misdeliveries:
- Amazon: Go to your order details page and click "Problem with order > Package didn‘t arrive." You can request a refund or replacement.
- Target: Request a refund or replacement order online, then return the original if it arrives.
- Walmart: Request a "Missing Package" refund within 30 days of delivery for most items.
- Etsy: Contact the seller to request a refund or replacement based on their shop policies.
In general, most major retailers and marketplaces will take responsibility for a replacement order or refund if the original fails to reach you. However, making a retailer repack and reship your order due to a carrier error doesn‘t come without cost to them. Misdeliveries ultimately erode customer loyalty and increase costs for retailers, which can lead to higher prices for shoppers. It‘s in all our best interests to avoid these errors in the first place!
How FedEx Works to Recover Misdelivered Packages
When a missing package is reported, the FedEx team will begin an investigation led by their Tracing specialists. Their process usually looks like:
1. Audit the Delivery Details
The first step is scrutinizing the package‘s tracking details to pinpoint where and when it went off course:
- Check the scans to determine the last known location and whether a "delivery" scan was indeed logged.
- Review GPS data from the delivery vehicle to see exactly where the package was marked as delivered.
- Analyze address to identify any discrepancies between the shipping label and intended destination.
- Contact the driver to understand if they remember the specific delivery.
2. Physically Search
If the audit suggests the package was misdelivered nearby, a driver will be dispatched to search the area and potentially retrieve the package:
- Check neighbor‘s porches and lobbies for packages left at the wrong unit or house number.
- Look for visible house numbers to match to the address and identify the likely delivery point.
- Knock on doors to ask residents if they received the package and are willing to surrender it.
- Leave a door tag with information on how to return the package to FedEx if the resident isn‘t home.
3. Leverage Technology
In recent years, FedEx has made major investments in technology to help curb misdeliveries and locate missing packages:
- Network optimization software to efficiently route packages and cut down on missorted parcels.
- Bluetooth-enabled scanners that transmit real-time location data as packages move through their network.
- Algorithmic address cleansing to identify and correct many address errors or omissions before shipping.
- AI-powered virtual assistant that helps customers track missing packages and initiate cases.
- High-resolution cameras on delivery vehicles to capture proof of delivery and delivery location.
4. Notify the Customer
FedEx proactively communicates the results of their trace attempts at key milestones:
- If found: The package is redelivered to the correct address, usually within 1-2 business days. Tracking is updated.
- If refused by resident: The package is returned to the nearest FedEx facility. An update is posted to the tracking page.
- If unable to locate: FedEx may continue searching for up to 5 days for ground shipments and 2 days for air. The customer is advised to contact the shipper.
Ultimately, the more information you‘re able to provide about your package‘s contents and whereabouts, the better the odds of a successful recovery. FedEx is usually diligent in attempting to track down missing and misdelivered parcels, but they aren‘t always successful, unfortunately.
6 Tips to Prevent FedEx Delivering to the Wrong Address
Misdelivered packages are a massive drain on time and resources for FedEx, retailers, and customers alike. But there are steps we can all take to minimize the chances of deliveries going awry:
- Always double-check the shipping address before submitting your order. Verify that it matches your preferred delivery location and includes any apartment or unit numbers.
- Make sure your address is clearly printed on the label in an easy-to-read font. Avoid handwriting addresses if possible. Place the label on the largest, flattest side of the box.
- Keep your address updated with retailers, especially for subscription orders or auto-refills. Consider an address validation tool like SmartyStreets.
- Sign up for FedEx Delivery Manager to get notifications of pending deliveries, provide special instructions, and even place holds or vacation holds on your deliveries.
- Opt for signature delivery to ensure packages aren‘t left if you‘re not home. While not foolproof, it does cut down on porch piracy and misdeliveries.
- Install a video doorbell to keep an eye on all deliveries. Footage can help identify errant drop-offs and aid in recovery.
The Bottom Line
At the end of the day, no one wants their packages delivered to the wrong address. It‘s a lose-lose situation for everyone involved. While FedEx certainly bears responsibility for getting the parcel to the right place, we as consumers can also take proactive steps to prevent and resolve misdeliveries.
Staying on top of order tracking, keeping addresses updated, and leveraging the high-tech tools now at our disposal can go a long way in ensuring our precious packages end up on the right doorstep. And if the occasional misdelivery does happen, swift communication and cooperation with FedEx and the retailer is critical to a speedy resolution.
The future is only going to bring more packages to our stoops, so it‘s on all of us to do our part. Here‘s to a new era of improved accuracy and fewer frustrating misdeliveries!
