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.
