What if the tracking says “Delivered,” but my customer didn’t get the package?

It can be frustrating when tracking shows “Delivered,” but your customer says there’s no package. While we can’t cover the cost of reshipping in this case, there are still steps you can take to try to recover the order.

Why we can’t reship or refund

If the carrier marks a package as “Delivered,” we have no way to verify the claim that it wasn’t received. Because of this, we’re unable to cover reshipping or refunding the order. 

What your customer can do

Before placing a new order, encourage your customer to: 

• Check around their property – Sometimes packages are left in unexpected places like porches, back doors, or behind furniture.
• Ask others at the delivery address – A neighbor, housemate, or front desk may have accepted the package.
• Contact the last-mile carrier directly – The carrier may be able to provide more detailed delivery information (e.g., “left under the bench near the garage”). 

What you can do

If the package can’t be located: 

1. Place a new manual order to reship the item to your customer.
2. Submit a claim with the carrier explaining the issue. You may be able to recover some costs depending on the shipping service used. 

While we can’t guarantee a resolution through the carrier, these steps are your best chance at recovering the shipment or getting compensation. 

Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.