Wrong & Missing Orders

Dispute the missing item, not the two items you actually received, unless the three items were sold as one bundle or the whole order is unusable without the missing piece. In most cases, the safest claim is for the one item that did not arrive, because it matches what is wrong and reduces the chance of an unnecessary dispute.

First, check how the order is listed. Look at the order page, invoice, or packing slip and see whether the three items are shown as separate line items or as one set. That detail matters:

• If they are separate items, report “one item missing” and name the exact item.
• If they were sold as a bundle or kit, and one missing part makes the set incomplete, report the bundle as incomplete and explain why.
• If the marketplace only lets you open one claim for the whole order, still describe only the missing item and say the other two were received.

Then gather the evidence that proves the gap between what was ordered and what arrived:

• a screenshot or photo of the order showing all three items
• photos of the parcel, the label, and the contents as unpacked
• the packing slip, if there was one
• the tracking status showing the parcel was delivered

If you opened the parcel already, keep the outer packaging. If the seller asks for proof, a photo of the contents and the packing slip is usually more useful than just the delivery tracking. Delivery status alone does not show that all items were inside.

Contact the seller or marketplace first if the missing item is the only problem and the other two items are fine. Ask for one of these outcomes:

• reshipment of the missing item
• a partial refund for the missing item
• a platform case for the missing item only

If the seller says the order is complete, ask them to explain how they verified the contents and refer them to the order line items and your photos. If the marketplace or seller requires you to open a case by order number, include the order number and state clearly: “3 items ordered, 2 received, 1 missing.”

If the missing item is the main reason you wanted the order, or if the three items were meant to be used together, say that. That can matter because the correct remedy may be different from a simple partial refund.

The one fact that changes the next step most is whether the missing item was a separate product or part of one bundle. Check the order description before filing the dispute so you ask for the right remedy the first time.

Practical tip: take one photo showing all received items together next to the packing slip before you contact anyone, because that single image often proves both what arrived and what is missing.

You usually do not need a perfect “proof” that you did not steal anything. What matters is showing that the parcel arrived to you empty, with the packing materials still inside, and that you reported it immediately before the box was altered.

Start by preserving the evidence exactly as you received it.

• Photograph the outside of the box, the shipping label, any seals or tape, and the inside with the padding.
• If the box was already opened when you noticed the problem, take pictures before you move anything else.
• Keep the box, fillers, labels, and any extra tape in one piece. Do not throw away the packaging.
• If you can, make a short video while showing the empty interior and the label in the same shot.

The most useful details are the ones that show the parcel’s condition on arrival. A box that is intact but contains only padding points to a missing-item claim. A box that looks cut, re-taped, crushed, or resealed may also involve the carrier, because the issue could have happened in transit.

Then report it in writing to the seller or marketplace, using precise wording such as: “I received the parcel, but the box contained only padding and no item.” Include:

• order number
• tracking number
• delivery date and time
• photos of the box, label, and empty interior
• any damage, broken tape, or customs tape you saw

Ask for a case number and ask what evidence they need next. If they want a carrier report or inspection, ask them to say so in writing. That matters because some disputes are handled by the seller or marketplace, while damage or tampering during transit may need the carrier’s involvement too.

If the tracking says “delivered” but the box was empty, do not wait to see whether the seller notices on their own. File the claim right away. A delayed report can make it harder to show that the parcel was empty when it reached you.

If the box was visibly damaged, resealed, or had customs opening tape or a customs notice, tell the carrier as well as the seller/platform, because that changes who may need to investigate. If the parcel looked untouched and simply contained padding, your main route is usually the seller or marketplace claim process.

Do not describe the situation as “someone stole from me” unless you have solid evidence. Use neutral wording: “empty box,” “only padding,” “missing contents,” and “packaging kept as received.” That reduces the risk of confusion and keeps the report focused on facts.

If the seller or marketplace does not resolve it, your payment provider may be another route later, but the deadline and procedure depend on the card issuer, bank, or wallet service. Check your payment account for the dispute or chargeback time limit and keep the case number, because you may need the seller’s reply and your photos to support that request.

Practical tip: write the date and time you first noticed the empty box on a note and photograph it next to the parcel; it helps show you reported the problem straight away.

If you received the wrong product, treat it as an order-not-as-described problem and report it right away to the seller or marketplace. Do not assume you have to keep it just because a parcel arrived and the tracking says “delivered.”

First, compare what you received with the order confirmation. Check the product name, model, size, colour, quantity, and any variant or SKU shown on the order page or invoice. A wrong size or colour is still a mismatch if it is not the exact item you ordered.

Then save evidence before you do anything else:

• Photos of the product you received
• Photos of the outer packaging, shipping label, and any packing slip
• A screenshot or copy of the order confirmation showing what you ordered
• Any message thread with the seller

If the parcel looks resealed, damaged, or the label does not match the item inside, keep that packaging too. That can help show the mistake happened before delivery.

Next, message the seller through the marketplace or the same channel used for the order. Keep the message short and factual:

• State that the item received does not match the order
• Give the order number
• Say what you ordered and what you actually received
• Attach the photos
• Ask for the correction you want: replacement, refund, or another solution offered by the platform

If the marketplace has a dispute, claim, or “item not as described” process, open it as soon as possible. The exact deadline depends on the platform and the date of delivery, so check the order page for the claim window, buyer protection end date, or return deadline. Save a screenshot of that date before it expires.

If the seller asks you to return the item, ask for written instructions first. You should know:

• Who pays return shipping
• Whether you need a prepaid label
• What tracking proof they want
• Whether the refund is processed after return or after inspection

If the item is clearly wrong and you are asked to send it back at your own cost, do not assume that is your only option. Whether that is reasonable depends on the seller’s terms, the marketplace rules, and your purchase circumstances. Keep the request in writing so you can compare it with the order terms later.

If the seller does not respond, gives a vague answer, or refuses to solve the problem, escalate through the marketplace dispute system if available. Use the same evidence and include the seller’s messages. If you paid by card or another payment service and the marketplace route fails, ask your bank or payment provider whether you can start a payment dispute. Tell them the item received was not the one ordered and give the order number, payment reference, and your message history.

Practical tip: when you contact the seller, write the exact phrase “received item does not match order” and include one clear photo of the wrong product next to the packing label.

Report it as soon as you notice the shortage, ideally from the order record or the seller/message centre for that purchase. Tell them exactly which items or quantities are missing and ask for a case number or reference number.

Start by checking whether this is really a short shipment or a split delivery:

• Compare your order confirmation with what arrived. Look at the product names, quantities, and any size or colour variants.
• Check whether the order had more than one tracking number or more than one parcel. If tracking shows separate parcels, the missing items may still be in another package.
• Look for a packing slip, invoice, or customs label inside or on the parcel. These can show whether the shipment was meant to contain multiple items.

Then send the report to the seller or marketplace, depending on where the order was placed:

• If you bought through a marketplace, use the order page or dispute/report option tied to that order so the problem is linked to the correct transaction.
• If you bought from a standalone seller, contact the seller using the order number and ask how they want the shortage documented.

In your report, include:

• Order number
• Date of delivery
• Item names and the exact quantities ordered
• What you actually received
• Which item is missing or how many units are missing
• Photos of the opened parcel, the outer label, and the contents
• Any tracking number, parcel number, or delivery confirmation

A photo is especially useful if the box was sealed when it arrived, if the parcel looked too small for the order, or if the weight on the label seems inconsistent with the missing items. Save the packaging before you throw it away, because some sellers ask for proof of the parcel condition.

If the seller says the order was complete, ask them to check their packing record against the order line items and the dispatch weight or parcel record, if available. If they shipped the order in parts, ask which tracking number covers the missing items and whether another parcel is still in transit.

If the marketplace or seller has a complaint deadline, use the wording shown on your order page, help page, or terms for that transaction. Deadlines and required evidence can differ by platform, country, and purchase date, so check the exact notice attached to your order and keep screenshots while you do.

If the seller does not correct the shortage, escalate through the marketplace or, if needed, through your payment provider using the order number and your proof of what arrived. The key evidence is the order confirmation, delivery record, and clear photos of the received items.

Practical tip: Photograph the parcel contents next to the shipping label before you sort the items, because that picture often shows the number of items received and the parcel reference in one file.

If your package arrived with missing items, the most useful evidence is proof of what arrived, what was supposed to arrive, and the parcel’s condition when you opened it. Start by saving the outer packaging, the packing slip, the order page, and clear photos of the contents before you throw anything away.

For a missing-items claim, these are the main pieces of evidence to collect:

• Order confirmation or order details showing the item names and quantities
• Tracking number and delivery status
• Photos of the parcel as delivered, including the shipping label
• Photos of the opened box or bag, including any damaged, resealed, or empty inner packaging
• A photo or video showing what is actually inside the parcel
• The packing slip, invoice, or any item list included with the shipment
• Messages from the seller or marketplace if the order was split into separate parcels

If the parcel looks tampered with, photograph the tape, torn edges, broken seals, or any signs that the box was opened before delivery. That detail matters because a missing-item claim can turn on whether the parcel arrived damaged, resealed, or simply incomplete.

If your order contained several items, write down exactly which item is missing and how many units are missing. “One of three items missing” is much more useful than “some things were not inside.” If the seller shipped items separately, check the tracking records and order page before opening a dispute, because the missing item may still be in another parcel.

If the carrier label, manifest, or tracking page shows parcel weight, save that too. It can help if the parcel weight appears too low for the full order, but not every shipment shows this information.

When you contact the seller, marketplace, or carrier, send:

• Your order number
• Tracking number
• A short description of what is missing
• The photos you took
• Any packing slip or invoice
• The date you received the parcel

Ask them to confirm what evidence they need for a missing-items claim and whether they want photos, a statement, or a formal report number. If you report through a marketplace, use the claim or dispute record there, because the platform usually needs the order details and the date you received the parcel.

If the package is only partially empty and you are not sure whether something fell out during delivery or was never packed, keep the entire parcel and all inserts. Do not return items or discard packaging until the seller, marketplace, or carrier has confirmed what to do next.

Practical tip: take your photos before rearranging the contents, because a picture of the parcel exactly as it arrived is often stronger proof than a later photo of the same box.

If the package arrived damaged and items are missing, treat it as one problem and report both the damage and the missing contents immediately. The main thing is to preserve the parcel and collect proof before anything is thrown away or repaired.

Do this first:

• Take clear photos of the parcel from all sides before you discard anything.
• Photograph the damaged outer packaging, shipping label, seals, and any resealing tape.
• Open it carefully and photograph the inside, including empty spaces, broken packing, and what was actually received.
• Keep the box, inner wrapping, labels, invoice, and any delivery slip.

If you received the parcel in person, check whether the courier noted damage on the handover record or on the tracking event. If there is a damage note, save a screenshot or photo of it. If there is no note, your photos become even more important.

Then contact the seller or marketplace, because they are usually the first place to report missing items from an order. Tell them:

• your order number
• the tracking number
• that the parcel arrived damaged
• which items are missing
• when you received it
• that you have photos of the parcel and contents

Ask for a replacement, refund, or instructions for the next step. Do not only say “something is missing” — list the exact item names, quantities, and any order line numbers if you have them.

If the package looks like it was damaged in transit, also report it to the carrier if the seller or marketplace tells you to do so, or if the delivery company has a damage-claim process. The carrier may want the same evidence: parcel photos, tracking number, delivery date, and a description of the outer damage. Whether the carrier can help depends on the shipping method and who is allowed to make the claim, so check the parcel label, tracking page, or seller instructions for the claim reference and deadline.

If the parcel was clearly opened, resealed, or tampered with, say that explicitly in your report. That detail matters because it can change whether the issue is treated as transit damage, theft, or an incomplete packing problem.

If the seller or marketplace does not resolve it, check your payment provider’s dispute or chargeback process. The exact deadline depends on your card issuer, wallet, or bank, so look in your account for the dispute window and save the order page, tracking, photos, and all messages.

Practical tip: write down the exact moment you noticed the damage and the missing items, because that timestamp can matter if the seller, marketplace, or carrier asks whether you reported it right away.

If the box contents do not match the invoice, treat it as a packing or fulfilment dispute and challenge it with evidence right away. The seller’s statement that it was “packed correctly” does not settle the issue if the parcel you received contains the wrong item, missing items, or the wrong quantity.

Do this in order:

• Keep everything you received: the outer box, inner packaging, labels, invoice, packing slip, and the items themselves.
• Compare three things side by side:
• the order confirmation or invoice,
• the packing slip inside the parcel,
• the actual contents you received.
• Look for the exact mismatch, not just “something is wrong.” For example: wrong model, wrong size, fewer units than listed, or one item missing from a multi-item order.

Photos matter here. Take clear pictures of:

• the unopened or just-opened box,
• the shipping label,
• the packing slip or invoice,
• each item you received,
• any damaged seals, taped-over openings, or signs the parcel was reclosed.

If you have a video of the unboxing, keep it, but do not rely on it alone. The key evidence is the written order record plus photos showing what was actually inside the parcel.

Then contact the seller and ask for a specific remedy. Include:

• the order number,
• the invoice and packing slip photos,
• your photos of the contents,
• a short description of the mismatch,
• the remedy you want: replacement, the missing item, or a refund for the wrong or missing part.

Ask the seller to explain how they verified the parcel contents. If they say it was packed correctly, ask them to check their warehouse record, pick list, or packing record for that order. That is more useful than a general denial.

If the seller still denies the mismatch, the next step depends on where you bought and how you paid:

• If the marketplace has its own dispute or buyer-protection process, open a case there and upload the same evidence.
• If you paid by card, PayPal, or another payment provider with a dispute process, check the transaction page for the dispute deadline and what reason code fits “item not as described” or “missing items.”
• If the parcel looks tampered with or the box arrived damaged, also contact the carrier with the tracking number, delivery date, and photos. That matters because the problem may have happened in transit, not only at packing.

If the tracking page shows a parcel weight, damaged package note, or exception status, save that too. Not every carrier shows useful weight or handling data, so check the shipment details page or delivery scan record rather than guessing from the tracking summary.

The one fact that most changes your next step is whether the marketplace or payment provider gives you a formal dispute route. Check your order history or payment transaction for the words “dispute,” “claim,” “buyer protection,” or “report a problem,” and save the opening date or deadline before it disappears.

Practical tip: in your message, list the exact item(s) missing or wrong by name and quantity, because sellers are more likely to respond to a precise mismatch than to a general complaint.

Dispute it as a wrong-item / item-not-as-described case, not as a normal return. In your claim, state clearly that you ordered one size or color variant, but the parcel contained a different SKU, so the received item does not match the order.

Start by collecting the proof that shows the mismatch:

• Your order page or order confirmation showing the exact size, color, and SKU you bought
• Photos of the item you received, including any product label, barcode, or SKU on the item, box, or inner packaging
• A photo of the shipping label on the parcel, if it shows a different SKU or product code
• The message or invoice from the seller, if it lists the ordered variant

The key detail is whether the received SKU is different from the SKU tied to your order. If the parcel label, invoice, or product sticker shows the wrong SKU, say that in the dispute. If the outer label looks correct but the contents are wrong, say the seller packed the wrong variant inside the correct shipment.

When you open the dispute with the marketplace or seller, use wording like:

• “I ordered [size/color/SKU], but received [different size/color/SKU].”
• “The package arrived, but the contents do not match the ordered variant.”
• “Please resolve this as a wrong item / variant mix-up.”

Then ask for the remedy you actually want. Usually the practical options are:

• Replacement with the correct size or color, if the seller can send it promptly
• Full refund if the correct variant is unavailable, the seller cannot replace it, or you do not want a replacement

If you are happy to keep a different variant only at a reduced price, ask for that only if the marketplace or seller lets you negotiate it. Do not assume a partial refund will be offered automatically.

If the seller asks you to return the item, check who pays return shipping and whether the return address matches the seller or the marketplace process. Keep the return label, tracking number, and proof of posting. If the seller wants you to keep the item and accepts the mistake, get that confirmation in writing before closing the case.

If the platform has a dispute window, use that route first. The exact deadline depends on the marketplace or payment method, so check the order’s help, complaint, or buyer-protection section for the claim date and the status wording you need to use. If you paid by card or another payment provider and the platform route fails, check that provider’s dispute deadline separately.

If the seller or platform asks for more proof, send only the evidence that proves the mismatch: ordered variant versus received SKU. That is usually stronger than general packaging photos alone.

Practical tip: take a single photo showing the order page with the ordered SKU next to the received item’s SKU label, because that makes a variant mix-up much easier to understand.

Yes — if only part of a multi-item order arrived, you can usually ask for a partial refund for the missing item(s). The exact result depends on the seller or marketplace policy, and on whether the missing items were supposed to be in the same parcel or in separate shipments.

Start by checking one thing that changes the next step: does the order page or tracking show separate parcels, separate tracking numbers, or split shipments? If yes, the “missing” items may still be in transit, and a refund request may be premature. If no, treat it as a partial non-delivery and ask for a partial refund.

Do this next, in order:

• Check your order confirmation for the item list and each item’s price.
• Compare that with what actually arrived.
• Save the tracking page, delivery status, and any delivery note or parcel label.
• Take photos of the unopened packaging, the contents you received, and anything showing the parcel looked incomplete.
• If you have it, save an unboxing video. It is not always required, but it can help if the seller disputes the missing item.

When you contact the seller or marketplace, ask for a partial refund for the missing item(s), not a full refund unless the whole order is unusable. Include:

• the order number
• the item name(s) that are missing
• the tracking number or shipment reference
• the delivery date and the status shown on tracking
• photos or video showing what arrived

To calculate the missing-item value, use the price shown on the order page for each missing item. If the order had a bundle price or discount, ask for the refund to reflect the missing item’s share of the total. If the seller charged shipping separately and the missing item was meant to come in the same parcel, ask whether any shipping cost should also be adjusted. If the missing item was part of a set and the price is not broken down, ask the seller or marketplace to explain how they will split the value.

If the seller says the parcel was delivered in full but you only received part of it, the evidence matters more. Compare the weight or parcel count shown in tracking, if available, with what was actually delivered. A mismatch can support your case.

If the marketplace has a dispute or claim process, use it before too much time passes. The exact deadline depends on the marketplace, so check the order page or help section for the claim window and the wording they use for “missing item,” “partial delivery,” or “incomplete order.”

Practical tip: keep one folder with the order confirmation, tracking screenshot, and photos of the delivered parcel, because those three items usually make a partial-refund request much easier to review.

Treat it as a missing-item claim even if the parcel looks normal. A normal seal or expected weight does not prove that every item was packed, so you should document the parcel and report the shortage to the seller or marketplace as soon as possible.

Do this in order:

• Open the parcel carefully and check the packing slip, invoice, or item list against your order. Confirm the missing item is not still in a separate pouch, insert, or inner box.
• Photograph the parcel before and after opening:
• the outer box or mailer
• the shipping label with tracking number
• the seal, tape, or any closure
• the inside packaging and the empty space where the item should have been
• If you weighed the parcel, save that too, but do not rely on weight alone. A parcel can weigh “right” and still be missing one item if the seller packed the wrong contents or forgot one piece.
• Write down what is missing by exact product name, variant, size, colour, or SKU if you can see it in the order details.

Then file the claim with the party that handles missing-item complaints for your order. That is usually the seller or the marketplace, but sometimes the carrier only matters if the parcel was visibly damaged, resealed, or tampered with.

When you submit the claim, include:

• your order number
• tracking number
• delivery date
• the exact missing item
• photos of the sealed parcel and the opened packaging
• a short note that the outer parcel looked intact, but one item was absent inside

If the box or seal was damaged, cut, or re-taped, say that clearly. That can change whether the seller, marketplace, or carrier needs to investigate the loss. If the parcel was completely intact, focus your claim on an incomplete packing problem rather than shipping damage.

If the seller asks for proof, ask them to confirm in writing:

• whether the order was packed from one shipment or split into several
• whether they can check the packing record or warehouse scan for the missing item
• whether they will resend the item or offer a partial refund

If you bought several items together, the most useful detail is the exact item that is missing, not just that “something is missing.” That helps the seller compare your order list with the packing record.

If the seller does not solve it, use the marketplace dispute process if one exists, and keep the original claim message, photos, and any reply. If you paid by card or another payment method with a dispute process, check that provider’s time limit and what evidence they want before you miss the deadline.

Practical tip: take one photo of the unopened parcel next to the shipping label and another of the opened contents immediately, because those two pictures often matter more than the parcel’s weight.

If one part of a subscription box or bundle is missing, treat it as a missing-item problem, not as a normal return. First decide whether the absent piece was sold as its own line item or only as part of one bundled order, because that changes whether you should ask for a replacement, a partial refund, or a full refund.

Start by checking the order page, invoice, and packing slip side by side.

• If the missing part appears as a separate item, you can usually report that item as missing on its own.
• If the order was sold as one bundle or one subscription box, explain that the package arrived incomplete and name the exact component that was missing.
• If the whole bundle is unusable without that part, ask for a replacement of the missing component or a refund for the full bundle, depending on what the seller offers and how the bundle was advertised.
• If the rest of the order is still usable, a partial refund or a replacement for only the missing piece is often the most practical request.

Before you contact anyone, save proof that shows exactly what arrived.

• A photo of the unopened parcel label, if you have not opened it yet
• Photos of the package contents laid out together
• The order confirmation showing the product name, bundle contents, or subscription issue/month
• Any packing slip or invoice that lists the expected items

This evidence matters because sellers and marketplaces often need to see whether the missing piece was supposed to be in that shipment or in a later one. For subscription orders, also check whether the missing component belongs to the current box or to a future delivery, because some subscriptions ship add-ons separately.

Then contact the seller or the marketplace through the order record and be specific. Say:

• the order number
• the exact missing component name
• whether the rest of the bundle arrived
• whether you want a replacement, partial refund, or full refund if the bundle is incomplete

If the seller asks for proof, send the photos and the order documents together. If the marketplace has a missing-item or “report a problem” path on the order page, use that, because it ties your complaint to the right order and tracking record.

If the seller says the missing item was shipped separately, ask for the tracking number and dispatch date for that component. If there is no separate tracking or the order page does not show a second shipment, that is useful evidence that the item may truly be missing.

If the bundle was advertised as one combined product and a key component is absent, do not accept “the rest arrived” as the final answer unless the missing part was clearly optional. Your request should match the problem: replacement for the missing component if that solves it, or a refund for the missing part or the whole bundle if it does not.

Practical tip: keep the original packaging until the issue is resolved, because the parcel label, packing slip, and contents together are often the fastest way to prove which component was missing.

You usually do not need to agree to return the whole order just because one item is wrong or missing. First ask the seller to fix the problem with the smallest reasonable remedy: resend the missing item, replace the wrong item, or refund that item only.

What to do now:

• Check the order page, packing slip, and parcel contents side by side.

Look for whether the missing or wrong item was listed separately, or whether the seller sold it as one bundle. That detail matters because a full return is harder to justify if only one product in a multi-item order is affected.

• Reply to the seller in writing and be specific.

Say which item is wrong or missing, give the order number, and ask for the exact remedy you want: “Please send the missing item,” “Please replace item X,” or “Please refund item X without requiring a full return.”

• Ask the seller to explain why a full return is needed.

If they say the whole order must come back, ask whether they can issue a return label that covers the full parcel and pays the shipping cost. If they cannot, the return cost may be disproportionate, especially if only one low-value item is affected.

• Save evidence before anything is sent back.

Keep the order confirmation, item list, photos of the received parcel and contents, tracking information, and any message where the seller admits the mistake. If you opened the parcel, photos or a short video of the unboxing can help show what was inside.

If the seller is offering a full return only because that is their standard process, you can push back politely. Explain that the problem concerns only one item and that returning the whole order would cost more than the item’s value or would not solve a missing-item problem. Ask for a partial refund, replacement, or a return limited to the incorrect item only.

If the wrong item is cheap and the seller offers a full return with paid shipping, a return may still be the simplest solution. If the return shipping is on you, compare the postage cost with the value of the item before agreeing. If the shipping cost is higher than the item, ask the seller or marketplace for a no-return refund or partial refund instead, because a full return can be impractical.

If the marketplace has a dispute or claim process, use it if the seller refuses a reasonable fix. Submit the same evidence and state clearly that only one item is wrong or missing, the rest of the order is fine, and the proposed full return is not a proportionate solution.

One missing fact changes the next step most: whether the item is missing entirely or the wrong item was delivered. A missing item usually calls for refund or resend; a wrong item may sometimes require return of just that item.

Practical tip: before agreeing to any return, ask the seller to put in writing whether they will refund the whole order, refund only the affected item, or pay return shipping, so you can compare the real cost of each option.

If one item from a split order never arrives, treat it as a missing parcel problem for that item only, not as a problem with the whole order. The first thing to check is whether the missing item has its own tracking number or parcel ID, because that decides whether the seller has actually shipped it separately or only created a label.

Do this in order:

• Open the order page and list every item or parcel separately.
• Check the tracking for each parcel, not just the order as a whole. In split orders, one parcel can show delivered while another is still in transit, stuck, or never moved at all.
• Save the current tracking status for the missing parcel and the date of the last update. If the tracking only says “shipped” but never shows movement, that is different from a parcel that reached “delivered” and then disappeared.
• If other parcels from the same order arrived, keep a note of what arrived and what did not. This helps you avoid opening a refund claim for the full order when only one item is missing.

If the missing item has its own tracking number, send the seller a message asking for the parcel-specific proof of shipment: the tracking number, dispatch date, and the carrier name for that item. Ask them to confirm whether the parcel was handed to the carrier or only marked as shipped in the system. That distinction matters because “shipped” can mean different things on different platforms and by different sellers.

If the seller cannot give you parcel-level tracking, or the tracking for that parcel shows no real progress, document the missing item and file a refund claim for the missing item only. Include:

• the order number
• the item name or item line from the split order
• the tracking number for the missing parcel, if there is one
• screenshots of the tracking status
• a short note saying which items arrived and which one never did

If the tracking shows the missing parcel as delivered but you never received it, check whether the delivery status includes a delivery photo, safe-place note, locker location, or signature detail. Those details may show whether the parcel was left somewhere else, delivered to the wrong place, or mis-scanned. Save them before you open the claim.

If the marketplace has a buyer-protection or dispute process, use that process first for the missing item, because it usually matches the order record and tracking data. If you paid by card, bank transfer, or a payment service and the marketplace or seller does not resolve it, the payment provider may be the next step, but the exact process depends on your payment method and the time since payment.

The key point is to claim only for the missing parcel or item, not for the whole split order, unless the other parts also failed to arrive. That keeps the evidence clear and avoids slowing down the refund for items you already received.

Practical tip: save one screenshot that shows the full order with all split items, because it is the easiest proof that only one package from the order is missing.

If tracking says delivered but you never received the parcel, treat it as a missing parcel first, not as proof that it arrived. Start by checking nearby handoff points and collecting evidence, then escalate to the seller and carrier with the delivery reference.

Do this in order:

• Check the exact delivery details in tracking.

Look at the date, time, delivery status, and any extra note such as “left with neighbour,” “safe place,” “pickup point,” “parcel shop,” or “locker.” A “delivered” scan sometimes means the parcel was handed over somewhere other than your door.

• Check the places where the parcel may have been left.

Ask neighbours, reception, building management, family members, or anyone else who could have accepted it. If your address has a parcel locker, mailroom, reception desk, or pickup point nearby, check there in person. Do not assume the carrier used the most obvious option; use the exact wording in tracking or the delivery notice.

• Save evidence now.

Keep a screenshot of the tracking page showing the delivered status, date and time, the tracking number, and any delivery location notes. Also save your order confirmation, delivery address, and any messages from the seller or carrier. If the tracking page has a map, photo, or signature, save that too.

• Contact the seller first if the marketplace or order page tells you to handle delivery problems through the seller.

Tell them the parcel is marked delivered but not received, and ask them to start an investigation or provide proof of delivery. Ask for the delivery scan details, delivery address used, and any signature, photo, or handover record. Include your order number and tracking number.

• Contact the carrier as well if you can do so directly.

Ask where the parcel was left, whether it was handed to a neighbour, a pickup point, or a locker, and whether they can confirm the exact delivery point from the tracking event. The key question is whether the carrier can show a delivery record that matches your address.

If the seller or carrier cannot resolve it, the next step depends on how you paid:

• If you paid by card, PayPal, or another payment provider with a dispute process, check that provider’s deadline and open a claim if the parcel is still missing.

Use the tracking screenshot, the seller messages, and the order details as evidence. The exact time limit and form depend on the payment provider, so check the transaction page or dispute help section for the current deadline.

• If the marketplace has its own complaint or protection process, follow that process too.

Check the order status page for any “item not received,” “problem with order,” or similar option. If the platform asks for proof, give the delivery status, the tracking number, and your message history with the seller.

If the tracking shows “delivered” but there is also a note like “left at pickup point” or “delivered to locker,” the missing package may be with the collection point rather than lost. In that case, your first step is to verify the location named in tracking before opening a claim.

Practical tip: Take one screenshot of the tracking page before it changes, because delivery scans and location notes can disappear or get overwritten later.

If one package from a split order never arrives, treat that parcel separately from the rest of the order. Do not close the whole order as solved just because other parcels were delivered; dispute only the missing package and show that the order was partially delivered.

First, check whether the order was split into more than one tracking number. On the order page, look for:

• each parcel’s tracking number
• each parcel’s delivery status
• any note saying the order was shipped in multiple packages

This matters because the missing parcel may have its own tracking history, while the delivered parcel is proof that part of the order did arrive.

Then compare the tracking for the missing parcel with the parcels you received.

• If the tracking number for the missing parcel shows “delivered,” “attempted delivery,” or a local delivery event, contact the carrier with that tracking number and ask for the delivery proof and delivery address used.
• If the tracking number never shows delivery and the last update is old, use that tracking record when you contact the seller or marketplace.
• If one parcel arrived and another did not, make that clear. Do not report the entire split order as missing unless none of the parcels arrived.

When you open a complaint, include only the missing parcel’s details and mention the partial delivery. What usually helps most is:

• the missing parcel’s tracking number
• the tracking status or last scan date
• proof that another parcel from the same order was delivered
• your order number and any messages from the seller

This proof of partial delivery is useful because it shows the order was not entirely absent, and it helps the seller, marketplace, or payment provider see which package is in dispute.

If the marketplace has an order-protection, missing-item, or refund process, use that process for the unreceived parcel only. If the seller asks you to wait, ask them to confirm in writing that they acknowledge the order was split and that the specific tracking number you are disputing has not been delivered. If they refuse to separate the parcels, repeat the tracking numbers and delivery status for each package.

If the carrier says the missing package was delivered, ask for the delivery scan details and any proof of delivery tied to that tracking number. If the address on the proof does not match yours, save that immediately. If the carrier cannot confirm delivery, that supports your dispute for the missing parcel.

If the seller or marketplace does not resolve it, the next step depends on your payment method and the site’s dispute process. Before escalating to your bank or card provider, save:

• the order page showing the split shipment
• all tracking pages for each parcel
• the delivery proof for the parcel you did receive
• your messages with the seller or marketplace

Practical tip: keep a single note with the order number and every tracking number in the split shipment, because many disputes fail when the buyer reports the whole order instead of the one parcel that never arrived.

If the parcel is in your hands, the problem is usually stale tracking, not a failed delivery. Save proof that you received it, then tell the seller or marketplace that the tracking never switched to delivered and ask them to close the order or correct the delivery status.

Do this in order:

• Check the order page and the carrier tracking page. Note the last scan date, the current status, and the tracking number.
• Save proof that the parcel arrived at your address or pickup point:
• a photo of the parcel with the shipping label
• the carrier’s delivery scan or route history, if shown
• pickup-point, locker, mailbox, or local collection evidence if the parcel was handed over outside your door
• If you live in an apartment, keep any building, concierge, or mailbox evidence that shows the parcel was delivered to your address.
• Message the seller or marketplace support with the tracking number, the order number, and the date you received the parcel. Say clearly: “The package arrived, but tracking never updated to delivered.”

If the carrier tracking also does not show delivery, ask the carrier for proof of the delivery event tied to that tracking number. What matters is the delivery scan, handover record, or pickup proof that matches your address or collection point. Do not rely only on the marketplace status if the carrier record is different.

If the parcel arrived but the contents are missing, wrong, or damaged, treat that as a separate issue. Keep the packaging, label, and contents and report a wrong or incomplete order instead of a non-delivery claim. That distinction matters because the seller or marketplace will usually want different evidence.

If you are worried about a refund or dispute, check the order page for any deadline tied to “item not received,” “delivery confirmation,” or “buyer protection.” The exact window depends on the marketplace and the purchase date, so look for the order status, the protection end date, or the dispute deadline shown in your account. Save screenshots before the status changes.

Use the evidence that best matches how the parcel was delivered:

• delivery photo or scan, if the carrier provides one
• mailbox, locker, or pickup confirmation, if you collected it
• address-label photo, if the package was left at your door or with reception

Practical tip: if you contact support, include the tracking number in the first line and attach a photo of the parcel label plus the date you actually received it.

If the carrier has confirmed the parcel is lost, ask for that confirmation in writing and use it to open a missing-parcel dispute with AliExpress. Do not rely on AliExpress saying “shipped” if you never received the package and the carrier can show it is missing.

Start with the carrier, because their record is the key evidence. Ask for:

• Written loss confirmation, or at least a case/reference number
• The tracking history showing the last scan
• Any note saying the parcel was not delivered, could not be found, or was declared lost

Keep the tracking number, order number, and screenshots of the tracking page. Save the AliExpress support chat or message where they said the order was shipped, because that shows the marketplace has not accepted your missing-parcel report yet.

Then dispute the order with AliExpress using the order record and tracking evidence. In your dispute, say clearly:

• You did not receive the parcel
• The carrier has confirmed it is lost, or there has been no delivery with a loss investigation/reference number
• AliExpress support saying “shipped” does not prove delivery

If the carrier has not given a loss confirmation yet, still ask for one before the dispute deadline, because that document often makes the difference between a lost-parcel claim and a simple “not received” complaint. If the carrier refuses to confirm loss because only the shipper can open the claim, ask AliExpress or the seller to open the carrier investigation and give you the claim number.

If AliExpress says the parcel was “shipped” because the tracking only shows an accepted shipment or an in-transit scan, that is not the same as proof of delivery. The important point is whether there is a delivery scan, a signed receipt, or a carrier loss confirmation. If the tracking shows delivered but you never got it, ask the carrier for the delivery proof and delivery address details, because the next step may depend on whether the scan was correct.

When you contact AliExpress, include:

• Order number
• Tracking number
• Carrier reference or loss case number
• Screenshots of the tracking events
• The carrier’s written statement, if you have it
• The date you first reported the missing parcel

If the platform rejects your dispute, check the exact reason they give. The next move depends on whether they say the parcel was delivered, still in transit, or the evidence was incomplete.

Practical tip: save one folder with the tracking screenshots, carrier emails, and AliExpress chat export before anything changes, because missing-parcel cases are often decided by the first clear proof you can show.

If tracking says “delivered” but you never received the parcel, treat it as a non-receipt case and act on it immediately. The most important next step is to check whether the carrier can show real proof of delivery, because the right response depends on that record.

First, look in the places where parcels are often left by mistake:

• mailbox or parcel locker
• building reception, concierge, or parcel room
• with neighbours or another household member
• a pickup point or collection locker linked to the tracking number

A common trap is assuming “delivered” always means handed to you. It can also mean left in a safe place, dropped at a pickup point, or scanned early before the parcel actually reached you.

Next, open the tracking details and look for proof of delivery. Check whether it shows:

• a delivery photo
• a signature or recipient name
• a GPS/location note
• a pickup-point name or locker location
• a status that says “delivered to neighbour,” “delivered to reception,” or similar wording

If the tracking has no proof, or the proof points to the wrong place, contact the carrier and ask for the delivery record for that tracking number. Ask them:

• where the parcel was scanned as delivered
• whether it was left with a neighbour, reception, or pickup point
• whether they can provide the proof of delivery or a trace reference

Then contact the seller and, if the purchase was through a marketplace, open the marketplace’s non-receipt dispute or item-not-received claim. Use the exact order number, tracking number, and the delivery date shown on the order page. Ask the seller or platform to investigate the non-delivery and confirm whether they can provide a delivery proof that matches your address.

If the parcel was sent to a pickup point or locker, your next step depends on the location shown in tracking. If the package is there, collect it if you still can. If it is marked delivered to a pickup point you never used, that is useful evidence in the dispute.

Save these items while you check:

• screenshots of the delivered status and the delivery date
• the tracking page with any proof-of-delivery details
• messages with the seller or marketplace
• any carrier reference number or reply

If the seller does not resolve it, the next step depends on your payment method and how long it has been since purchase or delivery status. Check your card provider, bank, or wallet dispute process for the order reference and delivery evidence. Do not wait for the dispute window to close if the marketplace has one; the exact deadline depends on the platform and the order date, so look at the order page and the message thread for the claim limit.

Practical tip: Take screenshots before contacting anyone, because tracking pages can change or lose delivery details later.

If the parcel locker code does not work or has expired, contact the locker operator or the last-mile carrier as soon as you can. The next step depends on whether the parcel is still waiting for pickup, already marked as expired, or already being returned.

First, check the newest tracking update and the pickup message. Look for the current status, the locker location, and the date or time the code was sent. A code can fail because it was typed incorrectly, belongs to a different parcel, or has simply passed its pickup window.

Then do this in order:

• Try the code again exactly as shown in the SMS, email, or app message.
• Check whether you are at the correct locker location.
• Save a screenshot of the tracking status and the code message before it changes.
• Contact the locker operator or carrier that handles last-mile delivery for that locker.

When you contact them, ask:

• whether the parcel is still available in the locker network
• whether they can reissue the code or send a new pickup instruction
• whether the parcel has already been removed, returned, or marked as expired
• what the next pickup deadline is, if there is still a chance to collect it

Include your tracking number, order number, locker location, and the date and time of the failed code. If you have a screenshot showing the “expired” or invalid code message, send that too.

If tracking still shows the parcel as ready for pickup, the operator may be able to help faster because the parcel has not yet been returned. If tracking already says expired, returned to sender, or collection failed, the locker operator may no longer be able to open the locker or restore the code. In that case, your next step is to contact the seller or marketplace and tell them the parcel could not be collected because the locker code expired.

If the parcel is already on its way back, ask the seller or marketplace whether they want you to wait for the return scan before opening a refund or reshipment request. Do not assume the parcel is lost until the tracking confirms its current status.

The one detail that matters most is the latest tracking status, because it decides whether the code can still be reissued or whether the parcel is already in return flow. If the status is unclear, ask the carrier to confirm the parcel’s physical location and collection deadline.

Practical tip: save the exact timestamp of the failed code attempt, because that helps the carrier check whether the locker window had already closed.

If the pickup point says your parcel is there but staff cannot find it, treat it as a local handover problem and escalate it quickly. The most useful first step is to make the pickup point search again using the parcel number and scan history, then contact the carrier before the pickup window closes.

Do this in order:

• Show the staff the tracking number, pickup code, and your name exactly as shown on the order.
• Ask them to search by parcel number and barcode, not only by name. A parcel can be mis-shelved, placed in the wrong locker, or marked received but not easy to locate.
• Ask to see the last scan history or status they are using. You want to confirm whether the parcel was actually scanned as arrived at that pickup point, and on what date and time.
• If they still cannot find it, ask for a search log or incident note. This should show that you reported the missing parcel, the time, the location, and any reference number they give you.
• Save a screenshot of the tracking page, especially the latest event that says delivered, ready for pickup, or arrived at the pickup point. Keep any SMS, email, or app notification too.

Then contact the carrier or parcel service that handles the pickup point, not just the shop counter staff. Tell them:

• the parcel number
• the pickup point name and address
• the tracking status and scan time
• that staff say they cannot locate the parcel
• that you want a trace opened before the pickup window closes

That timing matters. If the collection period ends before the parcel is found, the system may treat it as uncollected and move it back into the network or toward return. You need the carrier record to be opened while the parcel is still supposed to be available.

If tracking does not show a real arrival scan at the pickup point, the problem may be earlier in the delivery chain. In that case, the carrier and seller or marketplace may both need to see the same tracking evidence. If tracking does show arrival and the pickup point confirms it was received, the search log and incident note become especially important.

If the carrier says the parcel is officially at the pickup point but the staff still cannot find it, ask what proof they need next: a written statement from the pickup point, a trace request, or confirmation that the parcel is marked missing at collection location.

Practical tip: keep one folder with the parcel number, latest tracking screenshot, and the pickup-point incident note, because those three items usually matter most if you need to escalate later.