Whether you are the sender of a package or the recipient, the “Package Research Case Created” update from USPS can raise a few questions.
What exactly does the alert mean? Where is the package when the update is sent and how long will the case take?
Let’s take a look…
Summary: Package Research Case Created
The “Package Research Case Created” update from USPS means that the package has been reported missing and that a case for locating the item has begun. In most scenarios, the sender will have made the report after not receiving the package in the appropriate amount of time.
Package Research Case Created – Guide
After the update is triggered, USPS will begin the process of locating the missing package.
This will involve looking through the progress of the item thus far and will be reliant on information provided by the party that opened the search case, (normally the recipient).
Furthermore, inquiries into a missing item that has been classed as delivered by USPS will differ from those that point to the item being delayed inside a facility.
Either way, when reporting the missing mail item the party opening the case will provide as many details as possible.
Unfortunately for the sender, receiving the “Package Research Case Created” update can sometimes be the first time you are made aware that issues have occurred.
In an eCommerce context, this might lead to the buyer (i.e. recipient of the package) requesting a refund or replacement item sent directly from the seller.
Whether this can be recouped via USPS will depend on the outcome of the research case and the level of delivery service originally purchased.
How long does a Research Case take?
From the time you make the research case, USPS will take between 5 and 10 days to reach a decision.
However, the type of postage service used will determine at what point after the shipment begins, you can open up the missing mail claim.
For example, Priority Mail, First Class, and Certified Mail classes are eligible for opening a case 7 days after the original postage date.
Domestic Registered and Ground services require you to wait 14 days after the original postage date.
However, as mentioned the case itself should be resolved within 5 to 10 days of the case being requested.
What to Expect After a “Package Research Case Created” Update?
USPS does not state specifically the actions that are taken during an open research case.
That being said, an investigation into the route of the mail item, where it was last scanned, and where it currently might be located is clearly part of the process.
After the search period, the next tracking update will be “Package Research Case Closed”. The outcome will also be communicated.
Either the item will be classed as missing by USPS so that an insurance claim can be filed, or the research case has discovered the location of the package and it is now making its way to the destination address.
Essentially, the “Package Research Case Created” status update is used to notify parties that a missing mail claim has been made.
USPS has begun looking into the whereabouts of the missing package and a resolution should be stated within 5 to 10 days.
I’m a 25 year veteran of USPS. I’m retired now, but as the editor of Mailbox Master, I can’t quite remove myself from the carrier industry just yet. 🙂