My package was shipped but never arrived — who is responsible?

October 25, 2026

Key Takeaway

Find out who is responsible when your package doesn't arrive and how to resolve the issue quickly and easily in Kenya.

My package was shipped but never arrived — who is responsible? — Immani lets you file a dispute against the sender's phone number for KSh 100. You've been waiting for your package to arrive, but it never showed up. You're not alone. This is a common problem in Kenya, and it can be frustrating and costly. The usual advice is to go to court or wait for the sender to respond, but there's a faster and simpler way to resolve the issue. The sender is responsible for ensuring that your package is delivered safely and on time. Under the Consumer Protection Act, the sender is liable for any loss or damage to the package during shipping. However, proving this can be difficult, especially if you don't have a clear contract or agreement. Immani can help you resolve this issue quickly and easily. With Immani, you can file a dispute against the sender's phone number for KSh 100. This will notify the sender and give them a chance to respond and resolve the issue. If they don't respond, the dispute will become public, and you can take further action. Here's how it works:

You file a dispute against the sender's phone number on Immani.
The sender is notified and given a chance to respond.
If they respond, you can negotiate a resolution.
If they don't respond, the dispute becomes public.
You can take further action, such as seeking compensation or filing a claim in the Small Claims Court. Immani is a faster and simpler way to resolve disputes in Kenya. It's not a replacement for the courts, but it can help you resolve issues quickly and easily without the need for a lawyer. Immani and Immani Legal AI are not law firms and do not provide legal advice. This post is general information, not legal advice for your specific situation. For complex cases, consult a qualified advocate.

Disclaimer

This article is for general informational purposes only and does not constitute legal advice. Immani and Immani Legal AI are not law firms and do not provide legal representation. The information provided may not reflect the most current legal developments. For legal advice specific to your situation, consult a qualified advocate licensed to practice in Kenya.

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File directly against the other person's phone number. No login required. KSh 100 to file.

Immani is not a law firm and does not provide legal advice. For complex cases or cases involving significant amounts, consider consulting a qualified advocate.

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Frequently Asked Questions

What if the sender claims they shipped the package but it never arrived?

You can ask the sender to provide proof of shipping, such as a tracking number or a receipt. If they can't provide proof, you may be able to claim compensation.

Can I use Immani to resolve a dispute with a courier company?

Yes, you can use Immani to resolve a dispute with a courier company. Simply file a dispute against the courier company's phone number and follow the process.

How long does it take to resolve a dispute on Immani?

The time it takes to resolve a dispute on Immani varies depending on the complexity of the issue and the responsiveness of the other party. However, most disputes are resolved within a few days.

Can I use Immani to resolve a dispute with a seller on an online marketplace?

Yes, you can use Immani to resolve a dispute with a seller on an online marketplace. Simply file a dispute against the seller's phone number and follow the process.

What if the sender responds but we can't agree on a resolution?

If the sender responds but you can't agree on a resolution, you may need to seek further assistance from a mediator or a lawyer.

Can I get free legal information about my situation?

Yes. Immani Legal AI gives you answers based on Kenyan law — the Constitution, statutes, and case law. You can also draft legal documents, compare your case with precedents, and look up legal terms in plain language. It is free to use. Try Immani Legal AI →