If tracking says “delivered” but you can’t find the package, don’t assume the case is automatically a buyer loss or a seller win. Save the delivery record, check for a misdelivery, ask the carrier to investigate, and contact the seller or marketplace through its official order system.

A separate payment dispute may also be available. For U.S. credit cards, the federal billing-error process has a strict written-notice deadline. Debit cards, prepaid cards, bank transfers, and peer-to-peer payments follow different rules.

This guide is for U.S. consumers and sellers. Marketplace policies, carrier terms, and account-specific deadlines can change, so the deadline shown in your order or case page controls.

Delivered-not-received checklist

If you’re the buyer

1. Save evidence immediately. Screenshot the tracking page, delivery timestamp, delivery photo or map, order address, promised delivery date, and order number.
2. Check likely delivery locations. Look around the property, ask household members and neighbors, and check a mailroom, reception desk, parcel locker, or building manager.
3. Recheck if the scan is recent. A package may be scanned before the driver finishes the route. Check again later that day or the next business day, but don’t wait past a marketplace or payment deadline.
4. Contact the carrier. Ask whether the delivery location, GPS record, signature, or delivery photo can be reviewed.
5. Message the seller through the marketplace. Ask for a carrier trace and a refund or replacement, and keep the conversation in the platform’s message system.
6. Open the marketplace case before its deadline. Use the order page, not a general email address, whenever possible.
7. Protect your payment rights. If you paid by credit card and the seller or marketplace doesn’t resolve the matter, check the 60-day billing-error deadline.

If you’re the seller

1. Confirm that the tracking number belongs to the order and was uploaded correctly.
2. Check whether the carrier record matches the order’s delivery address or destination ZIP code.
3. Download the delivery scan, signature record, photo, GPS information, and carrier case number if available.
4. Respond inside the platform’s case timer and upload organized evidence.
5. If the carrier shows a wrong-address or misdelivery event, open an inquiry and explain the problem rather than relying only on the word “delivered.”
6. Keep all buyer communication factual and professional.

What a “delivered” scan actually proves

A delivery scan generally proves that the carrier recorded a delivery event. It doesn’t necessarily prove that the package reached the intended buyer, was placed in a secure location, or remained there after delivery.

Evidence can be stronger when it includes a matching destination, signature, delivery photo, GPS information, or a detailed carrier record. None of those items automatically settles every dispute. A photo can show where a parcel was left, for example, but may not show who took it afterward.

The outcome depends on the route being used:

• Marketplace case: The platform applies its buyer and seller protection rules.
• Carrier inquiry or insurance claim: The carrier applies its service terms and decides who may file.
• Credit-card billing dispute: The card issuer applies billing-error procedures and reviews both sides’ evidence.
• Theft or insurance claim: A police report or insurer’s policy may matter, but neither automatically guarantees a refund.

There isn’t one U.S. rule that makes every seller liable after a delivery scan or clears every seller once tracking says delivered. The sales contract, marketplace policy, shipping terms, insurance, and payment method can all affect the result.

Buyer steps for a missing package

1. Check the delivery details, not just the status

Compare the tracking information with the order confirmation:

• Was the package sent to the correct street address and apartment number?
• Does the delivery time match when someone was home?
• Is there a delivery photo, map pin, locker code, or signature?
• Could it be at a side door, rear entrance, parcel room, or nearby property?
• Did a household member, neighbor, building employee, or concierge accept it?

If the delivery photo shows a different door, building, or parcel locker, save it. That is more useful than simply stating that the package is missing.

An empty-porch photograph can document what you found, but it usually won’t establish whether the carrier misdelivered the item or someone stole it. Describe what happened accurately and avoid guessing.

2. Ask the carrier to investigate

Use the tracking number and ask for a delivery review. Depending on the carrier and shipment, the sender or account holder may be the only person who can request detailed GPS or delivery information.

For USPS mail that appears lost or delayed, use the official USPS Missing Mail process. A Missing Mail search is different from an insurance claim: the search attempts to locate the item, while a claim seeks payment under an eligible service or insurance policy.

For UPS or FedEx, start an inquiry through the carrier’s official tracking or claims process. Ask who must file the request, whether the shipment had insurance, and what documents are required. Keep the case number and the carrier’s written response.

A carrier investigation can help your marketplace case, but the carrier’s decision doesn’t necessarily require a marketplace or card issuer to reach the same result.

3. Contact the seller in writing

Give the seller the order number, tracking number, delivery date, and the specific reason you believe the delivery was incorrect. For example:

Tracking shows delivery at 2:14 p.m., but the photo shows a different doorway. Please open a carrier investigation and let me know whether you can issue a replacement or refund.

Ask the seller to:

• Confirm the address used on the shipping label.
• Verify that the tracking number belongs to your order.
• Request a carrier trace if the delivery details don’t match.
• Explain the available refund or replacement process.
• Tell you what deadline applies to the platform case.

Don’t close a marketplace case simply because the seller promises to investigate. Close it only after the package or refund is actually received, unless the platform instructs you otherwise.

4. Open the platform case before its timer expires

A marketplace’s item-not-received process is separate from a carrier claim. Open both when appropriate, because waiting for the carrier may cause you to miss the platform’s deadline.

Use the platform’s order page and save:

• The case number.
• The deadline to respond or escalate.
• Every message from the seller or platform.
• Any refund, replacement, or appeal decision.

If the package turns up after you receive a refund, notify the seller and platform and ask how they want to handle the item. Avoid seeking two recoveries for the same purchase.

eBay, Amazon, Etsy, and PayPal routes

A purchase made through PayPal with a credit card may involve two possible processes, but they aren’t interchangeable. Read the instructions from both providers, use the correct reason for the dispute, and tell each provider if you have already received a refund.

Don’t describe an order you authorized as an “unauthorized transaction” merely because it never arrived. Use an item-not-received or goods-not-delivered explanation when that is what happened.

Evidence that makes a buyer’s case clearer

Create one chronological record rather than sending scattered screenshots. Include:

• Order confirmation and promised delivery date.
• Tracking history showing the delivery scan.
• Delivery photo, GPS map, signature record, or locker information.
• The shipping address, with sensitive details redacted when possible.
• Notes about checks with household members, neighbors, a mailroom, or a carrier.
• Seller and carrier messages.
• A carrier inquiry or Missing Mail case number.
• A police report number if you genuinely suspect theft and choose to report it.
• The date and amount of any refund, replacement, or payment dispute.

A police report may support an insurance or platform review, but there is no universal rule requiring one for every missing package. Don’t file a report for a theft you can’t honestly describe.

Seller playbook for an item-not-received dispute

A seller should answer the buyer’s actual concern, not just paste a tracking link. Start by checking whether the shipment was delivered to the address or destination associated with the order.

Your response packet can include:

• Order number and tracking number.
• Carrier acceptance scan and shipping date.
• Delivery date and time.
• Destination match, with unnecessary personal information hidden.
• Signature, delivery photograph, GPS record, or locker confirmation.
• Messages showing the buyer’s address or delivery instructions.
• Carrier inquiry results and case number.
• The platform’s shipping-protection requirements, if the order qualifies.

Upload the material through the marketplace case page before the displayed response deadline. A delivered scan may be persuasive, but it doesn’t guarantee seller protection. The platform may also consider an address mismatch, an invalid tracking number, late shipment, an unauthorized shipping method, a signature requirement, or other policy conditions.

If the carrier confirms delivery to the wrong address, a replacement or refund may resolve the buyer’s problem faster than an argument over the scan. The seller can then pursue the appropriate carrier or insurance claim.

Sellers should not:

• Invent a signature, GPS result, or delivery photograph.
• Claim that a buyer is committing fraud without evidence.
• Post the buyer’s full address or personal information publicly.
• Tell the buyer to file a false police report.
• Promise that a platform or card issuer will decide in the seller’s favor.
• Ignore the case because tracking says delivered.

Objective delivery evidence is helpful, but the explanation connecting that evidence to the specific order matters too.

USPS, UPS, and FedEx claims

USPS

For a package that may be lost or delayed, use the USPS Missing Mail search page. USPS asks for information such as the tracking number and mailing details. The process can be started by the sender or recipient, depending on the situation.

For an eligible insured domestic shipment, review the USPS domestic claims page. USPS lists different filing periods by claim type and service. Its page states that certain claims involving damage or missing contents must be filed no later than 60 days after mailing. That is not a universal deadline for every package marked delivered, so check the shipment’s service and coverage.

The person who bought the postage or insurance may need to submit the claim. A buyer should ask the seller to file when the seller controls the shipping account or insurance documentation.

UPS and FedEx

For a UPS or FedEx delivery scan, request a trace or delivery review using the tracking number. Ask whether the carrier can confirm the delivery location, signature, photo, or GPS record. Check whether the sender, recipient, or account holder must open the claim.

Carrier deadlines and coverage depend on the service, declared value, insurance, and account terms. Don’t copy a USPS deadline into a UPS or FedEx case. Save the carrier’s confirmation and decision, then provide it to the seller, marketplace, or payment provider.

Credit-card disputes for goods you never received

If you paid with a U.S. credit card, the Fair Credit Billing Act may provide a billing-error process for goods that were not delivered as agreed. The FTC’s guidance on disputing credit-card billing errors says to send a written dispute so the issuer receives it within 60 days after the first statement containing the error was sent.

That deadline is based on the statement date, not necessarily the purchase date or delivery date. Write to the billing-dispute address shown on the statement, which may be different from the address used for payments. Keep a copy and proof of delivery.

Include:

• Your name and account information.
• The transaction date and amount.
• The merchant’s name.
• A clear statement that the goods were not received or were not delivered as agreed.
• The tracking result and why it doesn’t establish receipt.
• Your contact with the seller and marketplace.
• Copies of supporting documents, not originals.
• The correction or credit you are requesting.

The FTC says the issuer generally must acknowledge the dispute in writing within 30 days unless it has already resolved it. It must resolve the dispute within two billing cycles, and no later than 90 days after receiving the letter. During the investigation, the FTC says you don’t have to pay the disputed amount or related finance charges, but you should pay all undisputed amounts.

Some issuers may extend the 60-day period for a delayed shipment, but don’t rely on an extension unless the issuer confirms it. If the deadline is approaching, send the written notice while continuing to work with the seller.

This federal process is for credit cards. Don’t assume the same 60-day protection applies to a debit card, prepaid card, ACH transfer, wire, or peer-to-peer payment. Contact the provider promptly and ask what dispute or recovery process applies to that payment rail.

A card issuer reviews the merchant’s response as well as yours. A delivered scan can be part of the evidence, so explain whether the address, photo, signature, or delivery location is inconsistent with the order.

If the package was stolen, misdelivered, or scanned early

The next step depends on what the evidence shows:

• Wrong address or different doorway: Ask the carrier and seller to investigate. The delivery photo or GPS record may be especially useful.
• Scanned early: Recheck the property and tracking later that day or the next business day, while monitoring platform deadlines.
• Delivered correctly, then stolen: Check the marketplace’s policy, the seller’s stated terms, and any renters or homeowners insurance that might apply. A refund isn’t automatic.
• Delivered to a locker or mailroom: Ask management or the locker operator to review access records and confirm whether the package was collected.
• Unordered merchandise: Don’t pay for it merely because it arrived. The FTC’s consumer guidance on items you never got and unordered products explains the distinction between a missing purchase and merchandise you didn’t order.

Keep the facts consistent across the carrier, seller, marketplace, and card issuer. Conflicting descriptions can slow review and make an otherwise strong record harder to evaluate.

Common mistakes that weaken a dispute

• Waiting until after the marketplace deadline to act.
• Relying on a phone call without saving the date, representative, and case number.
• Treating “delivered” as proof of receipt or treating a police report as automatic proof of liability.
• Sending original documents or unredacted payment information.
• Opening multiple disputes without telling each provider about the others.
• Calling an authorized purchase fraud instead of reporting nonreceipt.
• Assuming a carrier claim will automatically produce a marketplace refund.
• Using a generic deadline from an older guide instead of the deadline displayed in the current case.

Frequently asked questions

Does a delivered scan automatically defeat an item-not-received claim?

No. It is important evidence, but the platform may also examine the destination, signature, delivery photo, GPS record, shipping method, and other policy requirements.

Do I need a police report to get a refund?

Not automatically. A report may help document suspected theft, but platform and carrier rules differ. Report only facts you can support.

Who should file the carrier claim?

It depends on the carrier’s terms and who purchased the postage or insurance. The seller often has better access to the shipping account, so ask the seller to file or cooperate.

Can I dispute the charge with my credit-card issuer?

Possibly. If the goods were not received or were not delivered as agreed, ask whether the transaction qualifies as a billing error and send written notice within 60 days of the first statement showing the error. The issuer makes the decision.

What should I do first?

Screenshot the tracking and order details, check the delivery location and neighbors, contact the carrier, and open a written seller or marketplace case before its deadline. That preserves the evidence and the options that expire first.