If USPS tracking says "delivered" but the package is missing, start with the scan details and likely drop spots. Then contact USPS and the seller, and keep both conversations in writing.
A credit card creates a separate clock. FTC guidance generally requires a written billing-error dispute within 60 days of the first statement showing the error. Mark that date now.
Keep one clean file. Put the tracking number, order confirmation, delivery address, screenshots, and every shipment message there.
This information is for U.S. consumers. USPS procedures and credit-card billing rules differ for other carriers and payment methods.
Check the delivery record first
Start with the tracking record, then compare it with the order address and delivery instructions. Turns out, that basic check can point your search in the right direction.
- Open the tracking history. Check the delivery date, time, address, and any note about a mailbox, porch, reception desk, or signature.
- Search safe-drop locations around the property. Ask household members, neighbors, a building manager, or a concierge.
- Check for a delivery photo or signature record if USPS provides one.
- If the scan appeared before the stated delivery day ended, check again that evening.
- Save a screenshot of the tracking page. Details can change.
Preserve the record before making accusations.
Report the missing package to USPS
Give USPS the tracking number and exact delivery address. Say that tracking shows the item as delivered but you did not receive it. Ask which investigation or search route fits the scan.
Missing Mail has its own timing. For a mailpiece that has not been delivered, USPS Missing Mail guidance says a search request can be submitted no earlier than seven days after mailing and no later than 365 days after mailing. Those dates do not automatically make a delivered scan eligible for a Missing Mail case.
Claims are separate. The USPS domestic claims page says an eligible claim for a damaged item or missing contents may be filed immediately, but no later than 60 days after mailing. Eligibility depends on the service and the facts. A delivered scan may need another support route, so don't assume insurance will pay.
Save any decision USPS sends you. If USPS denies or only partly pays an eligible claim, the same page says you can appeal within 30 days of receiving the decision. A second appeal can be filed within 30 days of receiving the appeal denial.
Tell the seller in writing
Contact the seller at the same time. The seller has the order record and may be able to investigate the shipment, replace the item, or offer another remedy.
Include the order number, tracking number, delivery address, delivery scan date, and a clear statement that you did not receive the package.
Keep the request plain:
USPS tracking shows this order as delivered on [date], but I did not receive it. Please investigate the delivery and tell me whether you will replace the order or refund the payment.
Save the reply. If the seller asks you to wait, ask for that instruction in writing. To be honest, the seller's investigation can continue while your payment deadline runs.
When proof of delivery details change
Proof of delivery, or POD, may be a signature, delivery scan, photo, or electronic record. Save every version.
If the order required a signature but the later record shows a photo or electronic record, keep both. Ask who changed the requirement, when it changed, and which order or service term supposedly allowed it.
Keep the original order page, shipping confirmation, delivery notice, screenshots, and messages together. A simple timeline helps.
Thing is, a carrier record and a seller's refund decision answer different questions. A scan or photo may help investigate delivery, but it doesn't by itself decide whether the seller will replace the order or refund your payment.
Be wary of claims that a carrier automatically owes the full purchase price or that consumers win a fixed percentage of these disputes. The result can depend on the service terms, evidence, insurance conditions, seller policy, and payment method.
Use the credit-card billing process carefully
If the seller doesn't resolve the problem and you paid by credit card, use the card issuer's written-dispute process. The FTC's billing-error guidance says the dispute generally must be sent in writing within 60 days of the first statement that showed the error.
Follow the issuer's written instructions. Include the order confirmation, tracking screenshot, messages to the seller, and the seller's response, if any. Keep a copy and proof that you sent the dispute.
Once the issuer receives the letter, it must acknowledge the dispute in writing within 30 days unless it resolves the issue sooner. It must resolve the dispute within two billing cycles, and no later than 90 days after receiving your letter.
During that investigation, you don't have to pay the disputed amount or related finance and other charges. Some issuers may extend the 60-day period when a shipment is delayed, so ask your issuer rather than assuming an extension.
That federal process applies to credit-card billing errors. Don't apply the same deadline to a debit card, prepaid card, bank transfer, ACH payment, or peer-to-peer payment. Ask that provider for its dispute process and deadline.
Match the problem to the right route
These routes serve different purposes. Match the route to the problem, or use more than one when needed.
| Problem | First route | Evidence to keep |
|---|---|---|
| USPS says delivered, but the package is missing | USPS and the seller | Tracking screenshot, address, delivery details, and notes about where you searched |
| Contents arrived damaged or items are missing | USPS claims process | Photos, packaging, mailing information, receipt, and item description |
| The seller will not fix a credit-card charge | Written dispute with the card issuer | Statement, order record, tracking, and seller correspondence |
| The required proof changed from signature to photo or electronic record | Seller first, then USPS if the delivery record is incorrect | Original terms, revised notice, POD record, and timeline |
USPS handles the carrier record and claim questions. The seller handles the order response. A carrier claim doesn't replace a seller request, and a seller complaint doesn't replace a timely credit-card dispute.
Common questions
Does a delivered scan end my complaint?
No. Treat it as delivery evidence, not the end of the investigation.
Give USPS and the seller the exact scan details. State clearly that you did not receive the package.
Can I file a USPS claim immediately?
Sometimes.
For eligible domestic claims involving damaged items or missing contents, USPS says a claim can be filed immediately, subject to the applicable service rules and deadline. A package marked delivered may need a different procedure. Confirm the claim type first.
What if the seller says USPS is responsible?
Ask the seller to put that position in writing. Continue documenting your contact with USPS.
If you paid by credit card, don't let the seller's investigation cause you to miss the FTC's 60-day written-dispute period.
This is general U.S. consumer information, not legal advice. Save the tracking screenshot, send the seller a written notice today, and note the first statement date if a credit-card dispute may be needed.