When the claimant is recognized as the owner, he/she will be offered the opportunity to either get their found item shipped back to them, or to pick up their item at your organization. When the owner has made a choice, the item will show up under the tab “Prepare pickup” and your organization will receive a notification email.
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Please note: It is not feasible to send identity documents such as ID cards and passports through courier services like DHL, UPS, FedEx, etc. These documents are typically categorized as non-dispatchable goods by many courier services. As a result, shipping options for owners are not available for these specific types of documents. Before utilizing your own courier service, make sure to inquire about this policy ahead of time.
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If the owner chose to get the item shipped back, the item will appear under the tab “Prepare pickup”.
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When the item has to be shipped, you will see ‘pack’ next to the item. Pack the item well so that it cannot be damaged during transport. Print the shipping label and the optional handover receipt which are provided in the iLost application. After the item is packed properly, attach the shipping label clearly visible and firmly on the package.
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A shipment will be booked automatically when the payment of the claimant is approved. When an item shows “pack’ under the tab “Prepare pickup”, the organization can expect a courier to pick up the package the next day. In case the courier did not show up, the organization can request a new pick-up in the application. The first step is to prepare the package for shipping. Click on the ''Print documents'' button

Print all available documents that you see in the pop-up window:

Have all the documents been printed? Then confirm that the package is officially ready for the courier.

Now that the package is ready, it can be collected by the courier. Press the following button: "The package has been collected. Send track and trace to owner."

Once a package is picked up, you can use the ''Open track and trace'' button to track the package.

From the moment a shipment is booked, iLost provides you with 7 days to prepare the package for pickup by the courier.
If the package is not ready for shipment within this period, iLost will unfortunately have to cancel the owner’s shipment. In that case, the iLost Support Team will kindly ask the owner to contact your organization directly to arrange an alternative return option.
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*If, for any reason, you are unable to prepare an item for shipment within 7 days, please inform the iLost Support Team. We can then keep the shipment open for you.
Don’t forget to update the owner via the chat window to let them know that their shipment has been delayed.

Customs documents are required for shipments to other continents and certain countries with strict customs regulations. These documents are essential for customs clearance in the destination country. Without them, the package cannot be released and will be returned. Please note, shipping costs are non-refundable for returned shipments, requiring your customer to rebook their shipment. It's crucial to securely attach these documents to the package.
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If a customer books a shipment where customs documents are required, you will automatically see these documents when preparing the package for shipment in iLost. These documents can be printed alongside the shipping label.

When you click on the button you have to translate the title of the item in English and have to estimate the weight of the item in the amount of kilograms. Print all the commercial invoices and customs declaration form and attach this to the outside of the package (with a documentation sticker/envelop). See a sample package below:
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​Besides adding the additional documents, the handling of sending the package stays the same. Handover the package to the courier, let him sign the proof of release and send the track and trace to the owner.
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*You can often request documentation envelopes without obligation from major courier services like FedEx or UPS.
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The courier has not come by? Or the package was not ready for shipment? No problem. If you have missed the courier or the courier has not visited, you can request a new pickup in the system. Go to the item and click on the button “request a new pick up”. This button is only visible the day after the first pick-up day. The new pick up will be created and the shipment will be collected as soon as possible.
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It is crucial to properly package an item for shipment to prevent any damage to its contents. Make sure you have high-quality shipping materials available, such as boxes, mailer boxes, shipping bags, bubble envelopes, etc.

Unfortunately, even with reputable courier services like UPS, DHL, FedEx, and others, packages can sometimes get lost during the sorting process. iLost recommends making your packaging easily identifiable so that it stands out among other packages in the sorting facility. Feel free to ask about the option of using the red iLost tape.
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Below, we’ve provided some examples of how to properly pack an item:
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If the owner has chosen to pick up the item, the item will also be visible under the tab "Prepare pickup". If you open the item you can see on which day and time slot the owner wishes to visit.You can decide for yourself which time slot customers can use.
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The owner has received a request in the confirmation email to name the item number at the appointment. By means of the item number, the owner can demonstrate that he or she is the owner of the item in question. For valuable items and personal items, we recommend that you make absolutely sure that you give the item to the right person. If necessary, check extra by asking for proof of identity.
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If you have handed over the item to the rightful owner, you only need to click the blue button "Item picked up?" Send confirmation". This item has been completely processed and moves around the archive tab "Returned to owner".
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