A customer writes that tracking shows the order as delivered, yet there is nothing at the door or in the letterbox. A package marked delivered but not received calls for a calm check by the store, not an argument about who is right. Before you promise anything, establish the facts and pick a path: a carrier claim, a replacement shipment or a refund.
If the parcel is still in transit and the customer wants a date, the advice on “where is my order” questions fits better. If the parcel arrived but the contents are broken, follow the steps for taking a damaged parcel report.
Who carries the risk when a parcel goes missing
In consumer sales in Poland, the UK and Germany the rule is similar: the risk of accidental loss passes to the buyer only once the goods are handed over to them. The exception is a customer who arranged their own carrier outside the options the store offered. If the customer picked one of the delivery methods at your checkout, the courier works on the store's side, so sending the customer off to the courier does not close the case.
Scroll the table sideways to see all columns.
| Country | Rule | When risk passes to the customer |
|---|---|---|
| Poland | Article 548(3) of the Civil Code | On handover to the customer; earlier only with a carrier the seller had no say in choosing |
| United Kingdom | Consumer Rights Act 2015, section 29 | When the goods come into the physical possession of the customer or a person they named |
| Germany | Sections 475(2) and 447 BGB | On handover to the carrier only if the customer hired it and the store had not named it |
The Polish consumer authority UOKiK explains that the seller is responsible for the parcel until it is handed to the consumer, even when a courier caused the loss, and that the consumer complains to the seller: seller liability for shipments (in Polish). The page does not settle whether handover happened in a given case.
Official UK and German wording: Consumer Rights Act 2015, section 29 and section 475 BGB. Neither text says what evidence a carrier needs to prove delivery.
The support team's job is therefore to collect material that shows whether handover really took place. This article is not legal advice; for high-value goods, sales to other countries or a disputed case, check your procedure with a lawyer.
First reply: every question in a single message
Do not open with the tracking link the customer has already seen. Confirm that you are looking into it and ask only the questions that will change the next step.
Thanks for letting us know, we are checking order [number]. The carrier marked the parcel as delivered on [date, time]. To sort this out quickly, please answer four questions. 1) Is the address [address] complete, including the flat or unit number? 2) Could the parcel be in the letterbox, the hallway, at reception or anywhere else couriers usually leave parcels? 3) Could you ask your nearest neighbours whether they took it in for you? 4) Could someone else in your household have accepted it? In parallel we are asking the carrier for proof of delivery. We will update you by [date].
Ask about neighbours and household members in a neutral way, without implying the customer missed something. Give a realistic date for the next update, based on how quickly the carrier usually answers you. How to combine missing details into one request is covered in the guide on requesting missing support details.
Proof of delivery: what to check with the carrier
Ask the carrier for the details of the delivery event and compare them with the customer's account. In the case record, keep what the carrier told you apart from what the customer said.
- The address and postcode on the label match the order.
- You know the delivery method: in person, to a neighbour, through the letterbox, to a safe place or a pickup point.
- You have a signature, collection code, safe-place photo or scan location, if the carrier provides one.
- The delivery time is compared with whether anyone was at home then.
- You know whether the customer had agreed to deliveries without a signature.
- For orders split into several parcels, you know which shipment is missing.
Consent to a safe place matters. The European Consumer Centre Germany explains that if the customer agreed a safe place with the carrier, it counts as delivered once it is left there, while without such consent the seller is liable for the loss (EVZ on late and lost parcels, in German). That describes the German situation, so elsewhere check the carrier's service terms and local law.
The carrier claim is the store's job
- File as the sender.Open a claim or trace request through the carrier's business account or sender support with the tracking number, a description of the contents and the value. Check the deadline and required documents in the current service terms.
- Attach what you have.Include proof of value and the customer's account if the form asks for it. Do not pass on more customer data than the carrier requires.
- Record the claim number.Add the carrier's reference and filing date to the case in your store.
- Set a follow-up date.Pick the day you will check the carrier's answer or chase it. Give the customer the same date.
The customer does not have to wait for the claim outcome before the store decides what to do for them. If your process needs a written statement from the customer that the parcel never arrived, explain why you need it and who will receive it.
Reship or refund: the decision point
Decide in advance who may approve a replacement shipment or a refund, and how long after the report the decision is made. If the store can offer both, let the customer choose. The table shows an example for a fictional accessories shop, not a template required by law.
Scroll the table sideways to see all columns.
| Situation | Next step | Who decides |
|---|---|---|
| No signature or photo, customer could not find the parcel | Reship or refund, with a carrier claim in parallel | Person authorised to issue refunds |
| Photo shows a different door or building | Resolve for the customer without waiting for the claim | Agent after manager approval |
| Parcel left in a spot the customer had chosen | Explain the safe-place terms and review the case | Support lead |
| Recipient signature exists, customer still reports nothing | Share the evidence with the customer and review individually | Support lead, lawyer if disputed |
Once the decision is made, keep it separate from its execution. “We have approved a replacement and will send the new tracking number once it ships” is more honest than “your parcel is on its way”. If the customer chose a refund and asks why the money has not arrived, use the advice on explaining a pending refund. If the first parcel turns up after the replacement ships, agree with the customer what happens to the extra item, in line with your store policy.
A case record that reveals repeat reports
Log every missing-parcel report the same way: order and tracking number, carrier, delivery method, evidence received, claim number, decision and date. After a few months you will see whether the problem centres on one courier, one area or one delivery method. Reviewing such patterns is covered in the guide on repeat support tickets.
The same record also shows when one contact reports a missing parcel again. Treat it as a reason for a closer check, such as signature-required delivery on the next order, not as proof of dishonesty.
In Meetlead customer support, a chat conversation can lead to a ticket with a stable case number and an event timeline, and the customer can attach a photo of the spot where the parcel was supposedly left. A macro with variables speeds up sending the question template, an internal note keeps the claim number, and a tag such as “delivered-missing” lets you filter the inbox and find earlier cases. Meetlead does not connect to carriers, check tracking status or issue refunds; your team does that in the store and carrier systems. You need an account, a configured website and the right permissions.
Questions about parcels marked as delivered
Can the store refuse because the carrier shows the parcel as delivered? The status alone is a courier entry, and in consumer sales the risk generally stays with the seller until handover. Base any refusal on verified proof of delivery, not on the status.
How long should you wait for the carrier before the customer gets a resolution? No single timeframe fits every store and every service. Set your own decision window and state it in the first reply.
