How to Handle Loss of International Express Cargo? Is the Freight Forwarder Liable?

What Should You Do If International Courier Goods Are Lost? Is the Freight Forwarding Company Responsible?

In today's rapidly developing era of globalization, cross-border trade and logistics services have become increasingly important. Whether for individuals or businesses, sending items via international courier is now common practice. However, as the number of parcels increases, there are occasional cases where goods are lost. When this happens, many people are left confused what should they do if their shipped goods disappear? Should the freight forwarding company be held responsible?

First, we need to understand how international courier services work. International courier services typically involve collaboration among multiple logistics companies, including local courier companies at the origin, international transportation service providers, and delivery companies at the destination. Any issue in any of these stages can lead to the loss of goods. When a parcel goes missing during transport, the first step is to determine which part of the process caused the problem.

According to data released by the China Consumer Association, complaints related to international courier services have been increasing year by year in recent years, with disputes over lost goods being particularly prominent. For example, a consumer once sent an expensive item overseas through a well-known freight forwarding company but found that the package had vanished upon arrival at its destination. After numerous communications, the freight forwarding company was unable to provide a clear response, leaving the consumer extremely frustrated.

So, does the freight forwarding company need to bear corresponding responsibility in such cases? From a legal perspective, the Contract Law of the People’s Republic of China clearly stipulates that carriers must deliver goods safely to the designated location according to the agreement and are responsible for losses incurred during transportation. If the freight forwarding company fails to fulfill its due duty of care after accepting the commission-such as failing to choose appropriate transport methods or properly pack the goods-it may be considered negligent and required to compensate for damages.

It is worth noting that international courier services involve cooperation between multiple countries and regions, and the laws and regulations in different countries may vary. When dealing with cross-border courier disputes, consumers often face greater challenges. To avoid similar issues, it is advisable to exercise caution when selecting a freight forwarding company, prioritizing those with good reputations and service records. Carefully read the contract terms, especially the provisions regarding liability exemptions, to prevent unnecessary disputes in the future.

For such incidents, some professionals have also proposed improvement suggestions. They believe that on one hand, relevant departments should strengthen supervision of the courier industry and establish a comprehensive legal framework; on the other hand, the industry itself needs to enhance self-discipline, improve service quality, and build a sound compensation mechanism. Only in this way can the frequency of such events be effectively reduced and the legitimate rights and interests of consumers protected.

Finally, for consumers who have already encountered lost goods, apart from negotiating with the freight forwarding company, they can also seek help from third-party mediation agencies. At the same time, keep all relevant evidence materials, such as order details and payment receipts, to protect your rights if necessary. After all, staying calm and taking proactive measures is key to solving unexpected situations.

In conclusion, while international courier services bring convenience, they also carry certain risks. We hope that through joint efforts from all parties, the entire logistics chain can be further optimized so that every cross-border transaction can proceed more smoothly and without worry.