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.
