If tracking says "delivered" but you can't find the package, start with the seller or marketplace's official order-support channel. Before reporting theft, check for a misdelivery, save the tracking record and delivery photo, and preserve any camera footage.
A carrier claim, police report, or credit-card dispute may support your case, but none automatically guarantees a refund. The result can depend on the seller's terms, the delivery method, where the package was left, how you paid, and whether insurance applies.
This information is for U.S. consumers. It is practical consumer information, not legal advice, and company procedures can change.
The first decision: theft, misdelivery, or mail theft?
| What happened | Start with | Evidence to collect |
|---|---|---|
| Tracking says delivered, but the package is missing | Seller or marketplace, then the carrier | Tracking screenshot, delivery photo, address, neighbor checks |
| Tracking is delayed or shows an exception | Seller and carrier | Full tracking history and expected delivery date |
| The package was left in a shared lobby, mailroom, or parcel room | Seller and property manager | Delivery time, access records, camera footage |
| Someone is visible taking it from your property | Seller, local police, and possibly your insurer | Original video, timestamps, item value, report number |
| Mail or a package was taken from a mailbox or postal property | USPS and the U.S. Postal Inspection Service | Tracking number, mailbox details, photos, and a police report if filed |
A delivery scan shows that the carrier recorded a delivery event. It doesn't always establish where the parcel was left, who received it, or whether the delivery photo matches your address.
What to do now
- Check the delivery record. Confirm the address, scan time, delivery photo, signature record, and any note such as "left with resident" or "left at front door."
- Search nearby locations. Check side doors, garages, parcel rooms, mailrooms, leasing offices, porches, and places about 20 to 30 feet from the usual delivery spot.
- Ask household members and nearby people. A family member, concierge, or neighbor may have moved the package for safekeeping.
- Save evidence immediately. Download the tracking history and delivery photo. Preserve the original camera file, and record the time zone used by the camera.
- Document the purchase. Keep the order confirmation, invoice, item description, value, seller name, and delivery address.
- Open a case with the seller or marketplace. State that the item was not received and ask for an investigation, replacement, refund, or other remedy available under the order terms. Use the order page, help center, or in-app case system rather than an unverified email address.
- Contact the carrier if useful. Ask whether you can file a claim or whether the shipper must open it. The seller may need to handle the carrier claim.
- Report suspected theft. Use your local police department's non-emergency process. Call 911 only for an active crime, immediate danger, or another emergency. For mail or a package taken from a mailbox, follow the USPS mail-theft guidance and the USAGov postal complaint guidance.
- Check insurance and payment options. Review your renters or homeowners policy. Contact the card issuer only if the transaction may qualify for that issuer's billing-dispute process.
A short wait can be reasonable when a delivery scan just appeared and there is no sign of theft. There is no universal waiting period for every retailer or carrier. Don't delay if camera footage shows a theft, the item is valuable, a report is needed, or a seller or marketplace deadline is approaching.
What each report can and cannot do
Seller or marketplace
The seller or marketplace is usually the best first contact for a refund or replacement. Explain that the item wasn't received and ask which investigation or buyer-protection process applies to the order.
If an independent seller fulfilled the order, the marketplace's buyer-protection rules may differ from the seller's own policy. Check the order page for the available case route and deadline. An email exchange with the seller may not preserve your right to open a marketplace case.
Carrier
UPS or FedEx may investigate a loss, incorrect delivery, or damaged shipment through a claim process. A carrier claim isn't necessarily the same as a customer refund request, and the shipper may have to open it.
UPS provides an official claim filing page and guidance on supporting claim documents. Ask the seller and carrier who is eligible to file and who will receive the decision.
For a package that the carrier determines was correctly delivered and later taken from a porch, the carrier may treat delivery as complete. Still, ask the seller and carrier to review the delivery photo, location information, scan details, and any driver notes they can disclose.
Police or the U.S. Postal Inspection Service
A police or USPIS report creates an official record and may help with an insurance, seller, or carrier investigation. It doesn't by itself require a company to reimburse you.
Use your local police department's non-emergency channel for a completed theft. For suspected theft involving USPS mail, the USPS reporting guidance explains information investigators may request. A local police report may also be appropriate when there is video, mailbox damage, or a known suspect.
Property manager or landlord
Management may control cameras, electronic access records, package-room rules, and notices to residents. Ask for footage and records to be preserved and reviewed. Don't accuse a particular resident unless an authority has established that person's involvement.
Insurance company
Coverage depends on your policy, exclusions, deductible, limits, and where the loss occurred. Ask the insurer what documents it needs before assuming the claim will be paid. A deductible can also affect whether filing a claim makes sense.
Credit-card issuer
A credit-card dispute is not an automatic package-theft refund. It is a separate billing-error process that may depend on whether the goods were received as agreed and what happened after delivery.
Debit cards, bank transfers, prepaid cards, and payment apps follow different procedures. Don't assume the credit-card rules apply to those payment methods.
21 customizable package-theft email templates
Replace the bracketed text and remove anything that doesn't apply. Keep the description factual. Send sensitive information through the company's secure portal whenever possible.
1. First message to a retailer or marketplace
Subject: Delivered package missing - Order [ORDER NUMBER]
Hello [Seller or Marketplace Support],
I'm contacting you about Order [ORDER NUMBER] for [ITEM DESCRIPTION]. Tracking number [TRACKING NUMBER] shows the package as delivered on [DATE] at approximately [TIME] to [DELIVERY ADDRESS].
I checked [FRONT DOOR, SIDE DOOR, MAILROOM, PARCEL ROOM, OTHER LOCATIONS] and asked [HOUSEHOLD MEMBERS, NEIGHBORS, BUILDING STAFF]. I still haven't received the package.
Please investigate the delivery and tell me whether you can provide a replacement, refund, or another resolution under the order's terms. I can provide the tracking record, delivery photo, receipt, and [POLICE REPORT OR VIDEO] if needed.
Please confirm the case number and next step.
Thank you,
[NAME]
[ACCOUNT EMAIL]
[PHONE]2. Amazon order-support message
Use this in the order's help or problem-reporting flow. Don't send payment information to an unverified address.
Subject: Order [ORDER NUMBER] marked delivered but not received
Hello Amazon Support,
Order [ORDER NUMBER] for [ITEM DESCRIPTION] was marked delivered on [DATE] at [TIME], but I did not receive it. I checked the delivery location, nearby areas, and with [NEIGHBORS, BUILDING STAFF, OR HOUSEHOLD MEMBERS].
The order was sold by [AMAZON OR SELLER NAME] and delivered by [CARRIER, IF SHOWN]. The delivery photo [DOES OR DOES NOT] match my address.
Please review the delivery details and tell me which refund, replacement, seller-contact, or buyer-protection process is available for this order. I have attached or can provide [TRACKING SCREENSHOT, RECEIPT, DELIVERY PHOTO, VIDEO, POLICE REPORT].
Thank you,
[NAME]3. Message to a third-party marketplace seller
Subject: Order [ORDER NUMBER] not received after delivery scan
Hello [SELLER NAME],
The carrier marked Order [ORDER NUMBER] as delivered on [DATE] at [TIME], but the package was not received at [ADDRESS]. I checked the usual delivery locations and contacted [NEIGHBORS, CONCIERGE, OR PROPERTY STAFF].
Please open an investigation with the delivery provider or tell me how to proceed through [MARKETPLACE NAME]. I'm requesting a replacement, refund, or another remedy available under the order terms.
The tracking number is [TRACKING NUMBER]. I can provide [DELIVERY PHOTO, RECEIPT, CAMERA VIDEO, OR POLICE REPORT].
Please respond through the marketplace case or confirm the case number.
Regards,
[NAME]4. Delivery photo does not match your address
Subject: Delivery photo does not match my address - [TRACKING NUMBER]
Hello [SELLER OR CARRIER SUPPORT],
The delivery record for [TRACKING NUMBER] says the package was delivered on [DATE] at [TIME]. However, the proof-of-delivery photo appears to show [A DIFFERENT DOOR, BUILDING, MAILROOM, OR LOCATION], not my delivery address at [ADDRESS].
I checked my property and nearby locations but couldn't locate the package. Please review the delivery location, driver notes, and delivery photo to determine whether the package was left at the wrong address.
Please tell me the claim or correction process and whether the shipper must initiate it.
Thank you,
[NAME]
[PHONE]
[ORDER OR TRACKING NUMBER]5. Possible misdelivery request
Subject: Request to trace possible misdelivery - [TRACKING NUMBER]
Hello [CARRIER OR SELLER SUPPORT],
Tracking number [TRACKING NUMBER] was marked delivered on [DATE] at [TIME], but the package is not at [ADDRESS]. I checked [LOCATIONS] and asked [NEIGHBORS OR BUILDING STAFF].
Because the package may have been left at another nearby address, please review the delivery details and contact the driver or local facility if that option is available.
Please provide the investigation number and tell me whether I should also open a claim with the seller or carrier.
Sincerely,
[NAME]6. Follow-up requesting a refund or replacement
Subject: Follow-up on missing package - Case [CASE NUMBER]
Hello [SUPPORT TEAM],
I'm following up on my report from [DATE] concerning Order [ORDER NUMBER] and Tracking [TRACKING NUMBER]. The package was marked delivered but still hasn't been received.
Since my last message, I have [CHECKED AGAIN, CONTACTED BUILDING STAFF, FILED REPORT NUMBER, OR PROVIDED VIDEO]. Please confirm the current status and the resolution available under the order terms.
If the request is being denied, please provide the reason, the relevant policy, and any appeal process.
Thank you,
[NAME]7. UPS claim or investigation request
Subject: Missing package investigation request - Tracking [TRACKING NUMBER]
Hello UPS Support,
Tracking number [TRACKING NUMBER] for [ITEM DESCRIPTION] was marked delivered on [DATE] at [TIME] to [ADDRESS], but the package was not received.
I checked [LOCATIONS] and contacted [NEIGHBORS, BUILDING STAFF, OR HOUSEHOLD MEMBERS]. The item's declared or purchase value is approximately $[AMOUNT].
Please tell me whether I can file the claim as the recipient or whether the shipper must submit it. Please also review the proof of delivery and provide the claim or investigation number.
I can provide the order record, tracking screenshot, delivery photo, and [POLICE REPORT OR VIDEO].
Regards,
[NAME]
[CONTACT INFORMATION]8. UPS supporting-document follow-up
Subject: Supporting documents for claim [CLAIM NUMBER]
Hello UPS Claims,
I'm following up on claim [CLAIM NUMBER] for Tracking [TRACKING NUMBER]. I have provided the following documents:
- Order confirmation or invoice
- Tracking history
- Delivery photo or proof of delivery
- Item description and value
- Photos of the delivery location
- [POLICE REPORT OR CAMERA VIDEO]
Please confirm whether the documents were received and let me know if anything else is required from me or the shipper.
Thank you,
[NAME]UPS's supporting-document guidance gives examples of shipment and item information that may be useful for a claim.
9. FedEx claim or investigation request
Subject: Missing package claim request - Tracking [TRACKING NUMBER]
Hello FedEx Support,
Tracking number [TRACKING NUMBER] was marked delivered on [DATE] at [TIME] to [ADDRESS], but I did not receive the package.
I checked [DELIVERY LOCATIONS] and contacted [NEIGHBORS, CONCIERGE, OR PROPERTY STAFF]. The package contained [ITEM DESCRIPTION] with an approximate value of $[AMOUNT].
Please investigate the delivery and explain whether the recipient or shipper must open the claim. Please provide the claim number and the documents you need.
I can provide the tracking record, order confirmation, delivery photo, and [POLICE REPORT OR VIDEO].
Sincerely,
[NAME]
[PHONE]10. Carrier claim-status follow-up
Subject: Request for update on claim [CLAIM NUMBER]
Hello [CARRIER] Claims Team,
Please provide an update on claim [CLAIM NUMBER] for Tracking [TRACKING NUMBER], submitted on [DATE].
The package hasn't been recovered, and the seller has [NOT RESPONDED, DENIED THE REQUEST, OR ASKED FOR THE CARRIER RESULT]. Please confirm whether the investigation is still open, whether additional documents are needed, and who will receive the final decision.
Thank you,
[NAME]11. USPS or USPIS mail-theft report
Use the information below in the official reporting form. If you send a message, don't include your full payment-card number or account password.
Subject: Suspected mail or package theft - [ADDRESS]
Hello,
I am reporting suspected theft involving USPS mail or a package.
Date and approximate time: [DATE AND TIME]
Delivery address: [ADDRESS]
Tracking number: [TRACKING NUMBER]
Item description: [DESCRIPTION]
Expected or marked delivery time: [TIME]
Where the item should have been delivered: [MAILBOX, PORCH, MAILROOM, OR OTHER]
What happened: [FACTUAL DESCRIPTION]
I checked [LOCATIONS] and contacted [NEIGHBORS, HOUSEHOLD MEMBERS, OR BUILDING STAFF]. Evidence available includes [TRACKING SCREENSHOT, PHOTOS, VIDEO, OR POLICE REPORT NUMBER].
Please tell me how to submit the evidence and provide a report or reference number.
Name: [NAME]
Phone: [PHONE]
Email: [EMAIL]For mail taken from a mailbox or postal property, start with the USPS mail-theft instructions. The USAGov postal complaint guidance also identifies USPIS as the federal agency for mail-theft reports.
12. Local police non-emergency report
Subject: Non-emergency report of package theft at [ADDRESS]
Hello [POLICE DEPARTMENT OR REPORTING UNIT],
I would like to report a suspected package theft at [ADDRESS].
On [DATE] at approximately [TIME], [CARRIER] marked Tracking [TRACKING NUMBER] as delivered. The package contained [ITEM DESCRIPTION] and was worth approximately $[AMOUNT]. I checked [LOCATIONS] and asked [NEIGHBORS OR BUILDING STAFF], but it was not found.
Available evidence includes [DELIVERY PHOTO, CAMERA VIDEO, WITNESS INFORMATION, RECEIPT, OR BUILDING RECORDS]. I don't know the identity of the person responsible.
Please tell me the correct non-emergency reporting process and provide the report number if a report is opened.
Contact:
[NAME]
[PHONE]
[EMAIL]13. Supplement to a police report with video
Subject: Additional evidence for package theft report [REPORT NUMBER]
Hello [OFFICER OR REPORTING UNIT],
I am providing additional evidence for report [REPORT NUMBER], concerning the package theft reported at [ADDRESS] on [DATE].
The attached or linked file shows [FACTUAL DESCRIPTION OF WHAT THE VIDEO SHOWS] between [START TIME] and [END TIME]. The original file has been preserved, and the camera time is [ACCURATE OR OFFSET BY APPROXIMATELY ___ MINUTES].
The package was [CARRIER] Tracking [TRACKING NUMBER] and contained [ITEM DESCRIPTION]. Please confirm how you want the original file submitted.
Thank you,
[NAME]
[CONTACT INFORMATION]14. Polite message to a neighbor
Subject: Missing package from [ADDRESS] - did you see it?
Hi [NEIGHBOR NAME],
A [CARRIER] package for me was marked delivered to [ADDRESS] around [TIME] on [DATE], but I can't find it. I've checked the usual locations and am asking nearby neighbors in case it was left at the wrong door or moved for safekeeping.
Did you happen to see the delivery, receive it by mistake, or notice anything unusual? I'm not making any assumptions and would appreciate any information.
Thanks,
[NAME]15. Request to check a neighbor's camera
Subject: Request to check camera footage near [DATE AND TIME]
Hi [NAME],
My package was marked delivered near [TIME] on [DATE] at [ADDRESS], but it is missing. If your camera covers the sidewalk, driveway, entrance, or mail area, would you be willing to check whether it captured the delivery or someone taking the package?
Please don't share the footage publicly or confront anyone on my behalf. If the footage is relevant, I can provide it to the carrier or police. I'd appreciate it if you could preserve any clip from [TIME RANGE] before it is overwritten.
Thank you,
[NAME]16. Property-manager request to preserve footage
Subject: Please preserve security footage for missing package - Unit [UNIT]
Hello [PROPERTY MANAGER OR SECURITY TEAM],
A package addressed to Unit [UNIT] was marked delivered to the [LOBBY, MAILROOM, PARCEL ROOM, OR OTHER AREA] on [DATE] at approximately [TIME]. It was missing when I checked at [TIME].
Please preserve and review camera footage, access records, and package-room records for [TIME RANGE]. The tracking number is [TRACKING NUMBER], and the item is [DESCRIPTION].
I haven't identified a suspect. Please confirm whether footage is available and explain the process for releasing relevant information to the carrier or police.
Thank you,
[NAME]
[PHONE]17. Notice to a landlord about repeated theft
Subject: Repeated package theft concern - request for security review
Hello [LANDLORD OR PROPERTY MANAGER],
My package was missing from [LOCATION] on [DATE] after being marked delivered at [TIME]. This follows [NUMBER] similar incidents that residents have reported since [DATE, IF KNOWN].
Please review the available footage and access records and let residents know what steps are being considered, such as a secure delivery area, updated access controls, or a package-pickup procedure.
I can provide my tracking record and report number [NUMBER]. Please confirm receipt and the next step.
Regards,
[NAME]
[UNIT]18. HOA or neighborhood alert
Subject: Factual package-theft notice for [NEIGHBORHOOD]
Hello neighbors,
A package addressed to [GENERAL LOCATION, NOT A FULL PUBLIC ADDRESS] was marked delivered around [TIME] on [DATE] and was later found to be missing. A police report [HAS OR HAS NOT] been filed under report number [NUMBER].
Please check your delivery areas and preserve relevant camera footage from [TIME RANGE]. If you have information, please contact [POLICE REPORTING CHANNEL OR MY PRIVATE CONTACT] rather than confronting anyone.
For future deliveries, residents may wish to consider [LOCKER, SIGNATURE DELIVERY, PICKUP LOCATION, OR OTHER OPTION].
Thank you,
[NAME]Don't post a person's face, license plate, full address, or other identifying information publicly unless you understand the privacy and safety consequences. Give original footage to the carrier, seller, building manager, or police.
19. Renters or homeowners insurance inquiry
Subject: Question about coverage for stolen package - Policy [POLICY NUMBER]
Hello [INSURER OR AGENT],
I'm asking whether my policy may cover a package stolen from [DELIVERY LOCATION] at [ADDRESS] on [DATE].
The package contained [ITEM DESCRIPTION] and cost approximately $[AMOUNT]. It was marked delivered by [CARRIER] under Tracking [TRACKING NUMBER]. I have [ORDER CONFIRMATION, RECEIPT, DELIVERY PHOTO, CAMERA VIDEO, AND POLICE REPORT NUMBER].
Please explain whether this type of loss may be covered, what deductible and limits would apply, and which documents you need before I file a claim.
Thank you,
[NAME]
[POLICY NUMBER]
[PHONE]20. Credit-card issuer billing-dispute inquiry
Use this when the seller hasn't resolved a transaction that may qualify as a billing error. A package stolen after a confirmed delivery may not qualify, so describe the facts accurately.
Subject: Question about possible billing error - Merchant [MERCHANT NAME]
Hello [CARD ISSUER OR BILLING-DISPUTE TEAM],
I'm asking whether a charge from [MERCHANT NAME] may qualify for a billing-error dispute. The purchase was made on [DATE] for [ITEM DESCRIPTION] and charged to my account for $[AMOUNT]. I did not receive the item.
I contacted the merchant on [DATES] through [METHOD], and the response was [SUMMARY]. Tracking number [TRACKING NUMBER] shows [DELIVERY STATUS]. I understand that eligibility may depend on whether the merchant considers the item delivered and on the applicable dispute rules.
Please send me the required dispute instructions and billing-dispute mailing address. I am not reporting an unauthorized card transaction.
Name: [NAME]
Account ending in: [LAST FOUR DIGITS ONLY]
Statement date showing the charge: [DATE]21. Escalation request after a seller denies the claim
Subject: Request for written review of missing-package decision - Order [ORDER NUMBER]
Hello [SUPPORT TEAM OR ESCALATIONS TEAM],
My request concerning Order [ORDER NUMBER] was denied on [DATE]. The package was marked delivered on [DATE] at [TIME], but it was not received at [ADDRESS].
Please provide the specific reason for the decision, the policy or order term relied upon, and any available review or appeal process. Relevant evidence includes [TRACKING RECORD, DELIVERY PHOTO, CAMERA VIDEO, POLICE REPORT, OR PROPERTY-MANAGER CONFIRMATION].
I'm requesting a written response and a case number so I can keep an accurate record.
Regards,
[NAME]Deadlines and escalation points
Retailer and marketplace deadlines
No single U.S. deadline controls every missing or stolen package. The order page, seller terms, marketplace rules, and payment method can set different limits. Report the problem as soon as you discover it and save a screenshot of the terms that apply to your order.
If an independent marketplace seller fulfilled the order, use the platform's buyer-protection or order-dispute process if available. Don't let a long email exchange cause you to miss the platform's case deadline.
UPS and FedEx claims
Use the carrier's official claims portal and check the deadline for that shipment. Keep the claim number and upload documents that establish the tracking history, item description, value, and delivery problem.
A carrier may ask the shipper to file the claim. If so, send the seller your evidence and ask the seller to open or authorize it. A carrier decision may address transportation liability rather than the seller's separate refund policy.
USPS and mail theft
Report suspected mail theft promptly through USPIS and, when appropriate, your local police department. If the missing mail involved a check, contact your bank immediately. The USPS mail-theft guidance explains additional reporting steps.
Credit-card billing errors
The Federal Trade Commission's credit-card guidance says that, to use the billing-error protections described there, the issuer should receive a written dispute within 60 days after the first statement containing the error was sent. Keep a copy and proof of delivery.
The issuer generally must acknowledge the complaint in writing within 30 days unless it has already resolved the matter, and it generally must resolve the dispute within 90 days. These rules apply to qualifying credit-card billing errors, not automatically to debit cards, bank transfers, payment apps, or every package marked delivered.
Send the dispute to the billing-dispute address shown on the statement. A customer-service chat or ordinary email may not substitute for the required written notice.
What to attach and what to keep private
Useful evidence includes:
- Order confirmation, receipt, or invoice
- Tracking number and complete tracking history
- Delivery date, time, location, and proof-of-delivery photo
- A short description of the item and its value
- Photos of the delivery area
- Original camera footage with its metadata preserved
- Names of witnesses who agree to be contacted
- Police or USPIS report number
- Messages exchanged with the seller, carrier, building manager, or insurer
- The claim or case number for every report
Redact your full card number, security code, account password, Social Security number, and unnecessary personal information. Use the company's secure upload tool for documents when available.
Don't edit video to make it look more convincing. Keep the original file and label any shortened copy as an excerpt. Don't exaggerate the item's value or state that a particular neighbor stole it unless an authority has established that fact.
Prevention options for future deliveries
- Choose a pickup locker, carrier access point, workplace delivery, or another location where someone can receive the package.
- Use signature delivery for items that are difficult to replace, if the seller and carrier offer it.
- Add clear delivery instructions for a less visible location, while recognizing that drivers may not always be able to follow them.
- Turn on tracking and delivery alerts so you can retrieve packages quickly.
- Ask building management whether a locked parcel room, access log, or camera-covered location is available.
- If you use a doorbell camera, check its time settings and storage period so useful footage isn't overwritten.
- Keep mailbox access secure. For valuable mail, follow USPS guidance on reporting and safe handling.
- Avoid publishing unblurred footage or accusing residents in a neighborhood group. Share evidence privately with the appropriate party.
Common questions
Will Amazon refund a stolen package?
It may, but a refund or replacement isn't guaranteed for every order. Use the order's support process, identify whether Amazon or an independent seller fulfilled it, provide the evidence requested, and ask which buyer-protection or appeal route applies.
Should I wait 48 hours before reporting a missing package?
No universal 48-hour rule applies to every retailer or carrier. Check nearby locations promptly and allow a brief window for a delayed scan when there is no sign of theft. Report immediately if you have video, a wrong-address delivery photo, a high-value item, or a deadline that may expire.
Can UPS or FedEx reimburse a package stolen from my porch?
You can ask the carrier to investigate or open a claim, but the process and eligible claimant may depend on the shipment. The shipper may need to submit it. Contact the seller as well, especially when the package was marked delivered.
Does a police report force a seller to issue a refund?
No. It documents the incident and may support a seller, insurance, or carrier review. The refund decision still depends on the applicable order terms, seller policy, marketplace process, and facts.
Can I dispute the charge with my credit-card company?
Ask the issuer whether the transaction qualifies as a billing error. Be accurate about whether the package was never delivered, misdelivered, or delivered and later stolen. If the FTC-described billing-error process applies, written notice must reach the issuer within the stated 60-day period.
How do I report USPS mail theft?
Use the USPS mail-theft reporting guidance and report the incident to USPIS. A local police report may also be appropriate, especially when there is video, mailbox damage, or a known suspect.
Open the seller or marketplace's official support case now, attach the tracking record and receipt, and save the case number. Use the carrier, property manager, police, insurer, or card issuer only when the facts and the applicable process make that next step useful.