Package marked as delivered but you never got it? What to photograph and keep before you file a claim
Updated · 4 min read
If a package is marked as delivered but you never received it, first check around the property and ask neighbours or building staff, then wait a short while in case the scan was early. If it is still missing, screenshot the tracking page, photograph the place where it should have been, and write down who you asked and when, before you contact the carrier and the seller.
These records do not decide the outcome: carriers and sellers have their own claim rules, and who is responsible depends on the seller's policy and the consumer rules where you live. But a claim with a clear tracking screenshot, a delivery address and a dated record of what you did is easier to assess than "it never came". This is general advice, not legal advice, and each carrier's claim form may ask for something different.
What should I check before I file anything?
- Look around the door, porch, gate, letterbox, parcel locker, bins and behind plants: drivers sometimes leave parcels out of sight.
- Ask neighbours, family members, the building reception or the concierge whether they took it in.
- Check for a card or a message saying where it was left or which pickup point has it.
- Check the delivery address on your order: a typo or an old address is a common cause.
- Wait a short while. A scan marked early can mean the parcel turns up later; the carrier's or seller's help page usually says how many working days to allow.
Which screenshots should I take of the tracking page?
Screenshot the tracking page the moment you notice the problem, before it changes: the status, the date and time of the "delivered" scan, the delivery location or note if one is shown, any delivery photo the carrier provides, and the tracking number. Take the order confirmation too, so the address and the order number are on record.
A screenshot carries the time you took it, not the time of the delivery, so write the delivery time from the tracking page in your notes rather than relying on the screenshot's own time.
Which photos should I take at the delivery spot?
1. The front of the building or the door, with the house number or the street sign visible, so it is clearly the address on the label.
2. The spot where the parcel should have been: the doorstep, the porch, the locker or the reception desk, as it looks now, empty.
3. A wider view of how the delivery person reaches the door, such as a gate, an intercom or a locked lobby, if access could explain the problem.
4. Any camera that faces the door, such as a doorbell or a shop camera: do not edit anything, but note where it is and ask the owner to keep the footage. How long footage is kept varies, so ask quickly.
5. If the carrier's delivery photo is shown, a screenshot of it next to a photo of your own door, so any difference is clear.
What should I write down and keep?
- The tracking number, the carrier, the seller and the order number.
- The date and time of the "delivered" scan and the date you found nothing.
- Who you asked (neighbours, reception) and what they said, with dates.
- Every message with the carrier and the seller, with ticket or case numbers.
- What the item was worth and the receipt, if the claim form asks for it.
Who should I contact first, and how?
Follow the instructions on the seller's or carrier's help page: some want you to contact the carrier first, others ask you to contact the seller. Contact them in writing, so there is a record. State the facts: the tracking number, that it is marked delivered on a certain date, that you have checked the address and asked neighbours, and what you are asking for (a search, a replacement or a refund). Attach the screenshots and photos as they are, without editing or cropping.
How do I show when my photos were made?
The iPhone Camera saves the date and time inside each photo, but a chat app or claim form may strip it. Check that your phone's date and time are set automatically so the saved time is right. A date printed on the image itself is still visible wherever the picture goes.
Frequently asked questions
- What should I do if my package is marked delivered but is not here?
- Check around the property, ask neighbours or building staff, and wait a short while in case the scan was early. If it is still missing, screenshot the tracking page, photograph the delivery spot, and contact the carrier and the seller in writing.
- Who do I contact first, the carrier or the seller?
- It depends on the seller's and the carrier's help pages: some ask you to contact the carrier first, others the seller. Follow their instructions and keep every message.
- Which photos help with a missing parcel claim?
- A screenshot of the tracking page with the delivered scan, the front of your building with the house number visible, and the empty delivery spot. Add the order confirmation showing the address.
- Does a screenshot show when the parcel was delivered?
- No. A screenshot carries the time you took it. Write the delivery time from the tracking page in your notes.
- Will these photos guarantee a refund or a replacement?
- No. It depends on the seller's policy, the carrier's rules and local consumer rules. Clear records only make your claim easier to assess.