If tracking says a package was delivered but you can't find it, describe it as "marked delivered but not received" unless you have evidence it was taken. Check the delivery record and likely locations, then contact the seller or marketplace and the carrier through official channels. If theft seems possible, make a non-emergency police report if that option is available and preserve your evidence. An email creates a record, but it doesn't guarantee a refund or replace a company's required reporting process.

The steps below are for U.S. consumers. Retailer, carrier, insurer, payment-provider, and police procedures vary, so follow the deadline or contact method shown in the relevant account, claim portal, policy, or billing statement.

What controls a package complaint?

Several routes may apply at the same time:

Route What it can do Main limit
Seller or marketplace Review the order and decide under its policy whether to replace or refund it The result can depend on the seller's policy, order history, delivery records, and deadlines
Carrier Check the delivery scan, photo, location, signature, or claim status The shipper may need to start a formal claim
Police Create a report of suspected theft and provide a case number A report doesn't guarantee an investigation, arrest, or reimbursement
Renters or homeowners insurance Review whether the loss is covered Coverage, exclusions, limits, and the deductible vary by policy
Credit card issuer Review a possible billing error for merchandise not received The federal written-dispute process applies to credit card billing errors, not every payment method

A "delivered" scan shows what the carrier's system recorded. It doesn't prove who received the package or that it reached you. The parcel may have been left at the wrong door, placed in a locker or mailroom, or taken after delivery.

Do these things before sending a complaint

If a theft is happening now or someone is in immediate danger, call 911. Don't use email or an online form for an active crime or immediate danger.

  1. Check the delivery record. Confirm the address, delivery time, delivery photo, signature, locker number, mailroom, front desk, side door, garage, and other likely locations.
  2. Ask household members and neighbors. A neighbor or building employee may have accepted the parcel. Ask neutrally instead of accusing anyone.
  3. Save the evidence. Download the order confirmation, tracking page, delivery photo, receipt, and messages with the seller or carrier.
  4. Preserve video quickly. Save the original camera file and make a copy. Record the camera's time zone and the relevant time range. Many systems automatically overwrite older footage.
  5. Contact the seller or marketplace. Use the order page or official support channel so the request stays connected to the order. Ask whether the seller or carrier must open the investigation.
  6. Contact the carrier. Give the tracking number and ask for the correct process for a package marked delivered but not received.
  7. Report suspected theft to local police. Use the non-emergency number or online reporting system if available. State what you know and what you don't know.
  8. Check insurance and payment deadlines. Review your policy and payment method before waiting for a lengthy investigation.

There is no universal 48-hour or 90-day deadline for every retailer and carrier. Follow the deadline displayed in your order account, claim portal, insurance policy, or billing statement. A credit card billing dispute has a separate federal deadline described below.

General package complaint email template

Replace every bracketed field before sending. Use neutral wording if you don't know whether the package was misdelivered or stolen.

This template can be adapted for a retailer, carrier, insurer, property manager, or another recipient. Change the request to match the recipient's role.

Subject: Package Marked Delivered but Not Received - [Order or Tracking Number]

Hello [Company, Department, Officer, or Recipient Name],

I am reporting a package that was marked delivered but was not received. I don't know whether it was misdelivered or taken.

Order number: [Order number]
Tracking number: [Tracking number]
Carrier: [USPS, Amazon Logistics, FedEx, UPS, or other]
Delivery address: [Full address]
Delivery date and time shown: [Date and time]
Item and purchase price: [Brief description and amount]
Date and time I discovered it missing: [Date and time]

I checked [nearby locations, package locker, mailroom, front desk, and with household members or neighbors]. [Briefly describe any delivery photo, camera footage, or other evidence.]

Please [open an investigation, provide the claim process, issue a replacement or refund, preserve relevant footage, or tell me the next required step]. Please also provide a case or ticket number.

Attached are [tracking screenshot, delivery photo, receipt, camera footage, police report, or other documents].

Thank you,

[Full name]
[Phone number]
[Email address]
[Address, if needed]

Keep the message factual. Don't call the package stolen unless your evidence supports that conclusion.

Police report email template

Many police departments don't accept crime reports by ordinary email. Check the department's website or call its non-emergency number before sending attachments. If email isn't accepted, use this template as a script for an online report or phone call.

Subject: Suspected Package Theft at [Address] - [Date]

Hello [Police Department or Non-Emergency Reporting Unit],

I would like to report suspected theft or disappearance of a delivered package.

On [date] at about [time], [carrier] marked a package as delivered to [address]. The tracking number is [number], and the package contained [brief description] with an approximate value of $[amount]. I discovered it missing at [date and time].

I checked [locations checked] and contacted [household members, neighbors, building staff, or seller]. [State whether you have a delivery photo, camera footage, witness, or other evidence.]

I am not certain who took the package. [If applicable: Camera footage appears to show a person taking it at approximately [time].]

Please tell me how to submit the original footage and whether this report can be filed online or by email. If accepted, please provide the report or case number.

Thank you,

[Full name]
[Phone number]
[Email address]
[Address]

Don't name a neighbor or other person as the thief unless you have reliable evidence and can explain what you personally observed. Avoid posting accusations, home addresses, or unedited surveillance footage publicly.

Retailer or marketplace refund or replacement template

Start with the order's official help or support page. A generic support email may not connect the message to the order.

Subject: Help Requested for Package Marked Delivered but Not Received - Order [Number]

Hello [Seller or Marketplace Support],

Order [number], placed on [date], was marked delivered on [date and time], but I did not receive it.

The order was for [item], purchased for $[amount], and shipped by [carrier]. I checked [locations] and asked [household members, neighbors, building staff]. The delivery record shows [brief description of the photo or scan].

Please review the delivery information and tell me whether you will provide a replacement or refund. If a carrier investigation or police report is required, please explain the steps and deadline. Please also provide a case number for this request.

Attached are [tracking screenshot, delivery photo, receipt, and police report if available].

Thank you,

[Full name]
[Order account email]
[Phone number]

For an Amazon order, submit the request through the order in your Amazon account and paste a shortened version of this message into the support conversation. If a third-party seller is involved, keep the conversation inside the marketplace whenever possible.

Don't assume that an item marked delivered automatically qualifies for a refund. If the request is denied, ask the seller to state the reason and identify the applicable order or marketplace policy.

USPS package complaint and claim template

Use the official USPS domestic claims page to check whether your mail service and loss qualify for a claim. USPS lists different filing periods and says eligible domestic claims involving damage or missing contents may be filed immediately, but no later than 60 days after the mailing date. A package marked delivered but not received may not fit that specific claim category, so ask USPS or the sender which process applies.

Subject: Package Marked Delivered but Not Received - USPS Tracking [Number]

Hello USPS Support,

I am requesting help with a package that was marked delivered but was not received.

Tracking number: [Number]
Mailing date, if known: [Date]
Delivery date and time shown: [Date and time]
Delivery address: [Full address]
Sender: [Name or business]
Contents and approximate value: [Description and amount]

I checked [locations], contacted [household members, neighbors, mailroom, or post office], and reviewed [delivery photo or camera footage]. The package remains missing.

Please tell me whether I should submit a missing-mail request, service request, claim, or another report. If a claim is available, please confirm the filing deadline and required documents. Please provide a case or confirmation number.

Attached are [tracking record, purchase receipt, delivery photo, police report, or other evidence].

Thank you,

[Full name]
[Phone number]
[Email address]
[Address]

If USPS makes a claim decision, check the appeal instructions promptly. The USPS claims page says an appeal generally must be filed within 30 days of receiving the decision. A second appeal generally must be filed within 30 days of receiving the appeal denial.

FedEx or UPS complaint template

Use the carrier's official support or claims channel. FedEx and UPS may direct the recipient to the shipper for a formal claim, so ask who must file before assuming you can open it yourself.

Subject: Delivery Investigation Request - Tracking [Number]

Hello [FedEx or UPS Support],

Tracking number [number] shows delivery to [address] on [date and time], but the package was not received.

Sender: [Name or business]
Recipient: [Full name]
Contents: [Brief description]
Purchase price or declared value: $[amount]
Delivery details shown: [Photo, signature, location, or other scan information]

I checked [locations] and contacted [household members, neighbors, building staff, or the seller]. [Describe any camera footage or other evidence without making unsupported accusations.]

Please investigate the delivery and confirm whether the sender or recipient must open the claim. Please provide the case number, the next step, and any applicable deadline.

Attached are [tracking screenshot, receipt, delivery photo, police report, or footage].

Thank you,

[Full name]
[Phone number]
[Email address]
[Address]

If the carrier says only the shipper can file, ask the seller to open a parallel carrier inquiry. Keep both reference numbers.

Landlord or apartment manager template

A landlord or property manager may control lobby footage, package-room logs, access records, or notices to residents. Whether management is responsible for the loss is a separate question, so frame the message as a request for help and preservation of evidence.

Subject: Request to Preserve Building Footage - Missing Package on [Date]

Hello [Manager or Landlord Name],

A package addressed to me was marked delivered to [building or address] on [date and time], but I did not receive it.

The package was delivered by [carrier] under tracking number [number]. It may have been left in [lobby, package room, mailroom, hallway, or other location]. I discovered it missing at [time].

Please preserve any relevant camera footage, package-room records, access logs, or delivery records from [start time] through [end time]. Please also tell me whether staff received the package or whether there is a building procedure for reporting missing deliveries.

I have attached [tracking screenshot, delivery photo, receipt, or police report]. Please confirm receipt and provide the appropriate contact for follow-up.

Thank you,

[Full name]
[Apartment or unit number]
[Phone number]
[Email address]

Don't ask management to disclose another resident's private information. Request that relevant evidence be preserved and provided to law enforcement if required.

HOA notification template

An HOA may be able to circulate a warning, review community camera footage, or discuss package lockers and delivery areas. Its rules don't automatically make the association responsible for a loss.

Subject: Notice of Suspected Package Theft in [Community Name]

Hello [HOA Board or Community Manager],

I am notifying the association of a package that was marked delivered to [address or common delivery area] on [date and time] but was not received.

Carrier: [Carrier]
Tracking number: [Number]
Delivery location: [Location]
Brief description: [Item and approximate value]

I have contacted [seller, carrier, property manager, or police] and have [tracking records, delivery photo, or camera footage]. Please let me know whether the community has relevant footage or a reporting procedure. If appropriate, please notify residents and consider discussing [better lighting, secure delivery areas, lockers, or package-room procedures].

This notice is intended to document the incident and request assistance. It is not a conclusion about who is responsible.

Thank you,

[Full name]
[Address or unit]
[Phone number]
[Email address]

Insurance claim template

Check your policy's deductible before filing. A policy may have specific requirements for a police report, proof of purchase, valuation, prompt notice, and the location of the property. Don't assume package theft is covered or excluded without asking the insurer.

Subject: Request to Open Theft Claim - Policy [Number]

Hello [Insurance Claims Department],

I am reporting a missing package and would like to know whether it may be covered under policy [number].

Policyholder: [Full name]
Address: [Address]
Date and time marked delivered: [Date and time]
Date and time discovered missing: [Date and time]
Carrier and tracking number: [Details]
Item and purchase price: [Description and amount]
Location of delivery: [Porch, lobby, mailroom, or other]

I have notified [seller, carrier, property manager, and police]. The police report or case number is [number, if available]. I can provide the order confirmation, receipt, tracking record, delivery photo, camera footage, and other requested documents.

Please confirm whether the policy applies, the deductible, the claim deadline, and the documents needed to evaluate the loss.

Thank you,

[Full name]
[Phone number]
[Email address]
[Policy number]

Credit card billing-dispute template

A credit card dispute is separate from a retailer complaint. The FTC's billing-error guidance says a credit card billing error generally must be disputed in writing within 60 days after the first statement showing the error was sent.

Send the dispute to the billing-disputes address on the statement. It may differ from the card issuer's ordinary customer-service email. Keep proof that the issuer received the letter, and continue paying the undisputed portion of the bill.

Under the federal process described by the FTC, the issuer generally must acknowledge the dispute in writing within 30 days unless it has already resolved the problem. It must resolve the dispute within two billing cycles, and no more than 90 days, after receiving the letter. During the investigation, you generally don't have to pay the disputed amount or related finance or other charges.

Subject: Written Billing-Error Notice - [Merchant] - [Amount]

Hello Billing Disputes Department,

I am disputing a charge of $[amount] from [merchant] posted on [date] to the credit card ending in [last four digits]. The merchandise was not received.

Order number: [Number]
Tracking number: [Number]
Expected or marked delivery date: [Date]
Merchant contact dates and results: [Brief summary]

I contacted the merchant on [dates] and requested [a refund or replacement]. The matter remains unresolved. Please treat this as my written notice of a billing error and investigate the charge under the applicable credit card billing-error process.

Attached are [order confirmation, tracking history, delivery record, correspondence, and police report if available]. Please confirm receipt and tell me if any additional information is required.

Sincerely,

[Full name]
[Billing address]
[Phone number]
[Email address]

This process is for credit card billing errors. Debit cards, prepaid cards, bank transfers, and payment apps can have different protections and procedures, so contact the provider promptly and ask how to report merchandise not received. Some issuers may extend the 60-day period in limited delayed-shipment situations, but don't rely on an extension if you can meet the deadline.

Evidence checklist

Attach only what the recipient needs, and redact sensitive information such as a full card number or account password.

Use descriptive filenames such as tracking-1234.pdf and camera-2026-03-04.mp4. Keep the original video unchanged.

If the first complaint is denied

Ask for the denial in writing and request the policy or account rule used. Then choose the next step:

Send the appropriate message through the official order page, carrier channel, insurer, police reporting system, or billing-disputes address today. Save the confirmation number and note the next deadline. If a card-dispute deadline is approaching, send the written dispute instead of waiting for the seller or carrier to finish its investigation.