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.
