Start by treating the tracking update as a lead, not proof that the parcel reached you. Check the delivery details right away, then contact the carrier and seller with the tracking number and ask them to trace where it was left.
Do this today:
- Open the order page and the carrier tracking page side by side.
- Look for the exact delivery details, not only the word “delivered”:
- delivery date and time
- full delivery address or postcode
- a photo, signature, or proof of delivery
- notes such as parcel shop, locker, neighbour, reception, or safe place
- Check whether the parcel was sent to a different delivery point than your home. A “delivered” scan sometimes means left with a neighbour, building reception, mailroom, locker, or pickup point.
If the tracking shows a safe place, neighbour, locker, or pickup point, go there first and ask for the parcel using your name, address, and tracking number. If you live in an apartment building, also check reception, the parcel room, and ask neighbours on your floor.
If you still do not have the parcel, contact the carrier next. This matters because the carrier can confirm where the parcel was scanned in or left. Ask for:
- the proof of delivery
- the exact drop-off location
- the name or code of the person who signed, if there was a signature
- any delivery photo or GPS/scan record, if available
- a trace or investigation reference number
Save the tracking screenshot before anything changes, especially the “delivered” status, date, time, and delivery location. If the address shown on tracking is incomplete or wrong, keep that too.
Then contact the seller or marketplace. This matters because the seller can open a parcel investigation, and the marketplace may have its own buyer-protection or dispute process. Send:
- your order number
- the tracking number
- the carrier’s reference number
- the date and time shown as delivered
- a short statement that you have not received the parcel
Ask clearly what they want to do next: investigate, replace, refund, or tell you how to file a dispute. If the seller tells you to “wait,” ask for the expected investigation timeline in writing.
If the seller does not resolve it, use the marketplace dispute process if you bought through a platform and the platform offers one. If you paid by card, PayPal, or another payment provider, you can also check whether they have a dispute or chargeback process. The exact deadline and required evidence depend on the payment provider and your country, so look for the claims window in your account or cardholder terms and keep all messages, tracking screenshots, and proof of delivery details.
If the parcel was marked delivered to the wrong address, or the carrier cannot show any proof that it reached your address, that strengthens your case with the seller, marketplace, or payment provider.
Practical tip: Take a screenshot of the tracking page immediately, because delivery scans and notes can change or disappear after the carrier closes the case.
