Amazon Missing Items: Step-by-Step Guide to Get a Refund or Replacement

If your Amazon order never arrived, arrived with missing items, or shows "delivered" but isn't there, you have options. Amazon's A-to-Z Guarantee protects eligible orders, but you need to act in the right order and meet deadlines. This guide walks you through the process, from checking your property to filing a claim, with practical scripts and evidence tips.

Quick Steps to Resolve a Missing Amazon Package

Verify the delivery status – Check tracking in Your Orders. Look around your property, mailbox, garage, and ask neighbors. Sometimes packages are marked delivered early or left in an unexpected spot.
Wait 24–48 hours after a "delivered" status – If it still hasn't appeared, move to the next step.
Contact the seller or Amazon – Use the "Problem with order" button in Your Orders. For third-party sellers, you must contact them first and give them 48 hours to respond.
File an A-to-Z Guarantee claim – If the seller doesn't resolve it, or if the order was fulfilled by Amazon, file a claim through Your Account > A-to-Z Guarantee.
Provide evidence – Screenshots of tracking, photos of an empty porch, and a police report (if stolen) can speed up the process.

Why Amazon Packages Go Missing

Packages can disappear for several reasons:

Porch theft – Someone takes the package after delivery.
Incorrect delivery location – The driver leaves it at the wrong address or a hidden spot.
Partial delivery – Multi-item orders are split, and some items arrive separately.
Warehouse or fulfillment errors – Items are misplaced or not packed.
Carrier delays – The package is still in transit but tracking hasn't updated.

None of these change your rights under the A-to-Z Guarantee, but the steps you take may differ.

What to Do First: Verify and Wait

Before contacting anyone, double-check the delivery status and your surroundings.

Look at the tracking photo if one was provided. Does it show your door or a different location?
Check with household members, neighbors, and building staff.
Wait 24–48 hours after the "delivered" timestamp. Packages sometimes arrive late or are picked up by a neighbor.

If it's still missing, proceed to the next step.

Contact the Seller or Amazon Support

For orders sold by third-party sellers, you must contact the seller first. Amazon's A-to-Z Guarantee requires that you give the seller at least 48 hours to respond.

How to contact:

Go to Your Orders.
Find the order and click Problem with order.
Choose the issue (e.g., "Package not received" or "Missing items").
Send a message to the seller or request a refund/replacement.

Sample script:

"Order #[order number] shows as delivered on [date], but I have not received it. I've checked my porch, mailbox, and asked neighbors. Please issue a refund or replacement."

If the seller doesn't respond within 48 hours, or if the order was fulfilled by Amazon, contact Amazon support directly via chat or phone.

File an A-to-Z Guarantee Claim

The A-to-Z Guarantee is Amazon's protection for buyers. It covers eligible orders for the purchase price and shipping costs. You can file a claim when:

You contacted the seller and 48 hours have passed without a resolution.
Three days have passed since the latest estimated delivery date, or tracking shows a delivery confirmation (whichever comes first).
The order is within 90 days of the last estimated delivery date.

How to file:

Go to Your Account > A-to-Z Guarantee.
Select the order and choose the reason.
Provide details and upload evidence (tracking screenshots, photos, police report if applicable).
Submit the claim.

Amazon will investigate and notify you of the decision. If your claim is approved, the refund goes back to your original payment method.

Special Cases: Porch Theft, Partial Deliveries, and Third-Party Sellers

Package Stolen from Porch

If you believe the package was stolen after delivery:

File a police report, especially for high-value items. This can help with your claim and any insurance.
Include the police report number in your A-to-Z claim.
Consider using an Amazon Locker for future deliveries to prevent theft.

Partial Delivery or Missing Items

If only some items from your order arrived:

Check the tracking for each item – they may ship separately.
Contact the seller or Amazon with the specific missing item names.
If the seller doesn't resolve it, file an A-to-Z claim for the missing portion.

Third-Party Seller Orders

You must contact the seller first and wait 48 hours.
If the seller refuses or ignores you, escalate to an A-to-Z claim.
Amazon may side with you if the seller cannot provide valid tracking or proof of delivery.

How to Prevent Future Missing Packages

Use an Amazon Locker – Choose a secure pickup location when available.
Add delivery instructions – Ask the driver to leave the package in a specific hidden spot.
Install a camera or doorbell – This can deter thieves and provide evidence.
Track your package – Sign up for delivery alerts so you know when it arrives.
Consider delivery to work or a neighbor – If you won't be home, arrange an alternative.

FAQ

How long do I have to file an A-to-Z claim? You must file within 90 days of the last estimated delivery date. After that, the claim window closes.

Do I need to contact the seller before filing a claim? Yes, for third-party seller orders. You must give the seller 48 hours to respond. For Amazon-fulfilled orders, you can contact Amazon directly.

What if tracking says "delivered" but I never got it? Wait 24–48 hours, check your property and neighbors, then contact the seller or Amazon. If unresolved, file an A-to-Z claim with evidence.

Will I get a full refund? If your claim is approved, Amazon refunds the purchase price and shipping costs for the missing items. The refund goes to your original payment method.

Can I get a replacement instead of a refund? Sometimes Amazon or the seller may offer a replacement. You can request one when you contact them, but it's not guaranteed.

Source Note

This guide is based on Amazon's official A-to-Z Guarantee policy and marketplace returns information. For the most current details, see Amazon's A-to-Z Guarantee help page and Marketplace Returns and Refunds.