What should you do when tracking shows delivered, but your porch is completely bare?
Skip the courier. Call the merchant instead. Retailers buy commercial shipping volume, so carriers actually listen to their claims desks.
You did not hire the delivery driver. If the seller stalls, federal billing rules let you pull your money back. You will not be stuck paying for an empty cardboard box.
Who Holds Liability for a Stolen Package?
Turns out, carriers almost never pay recipients for missing doorstep drops. Once the driver scans your box as delivered, the carrier meets its shipping contract with the merchant. They do not insure your front steps against porch pirates.
The seller, however, still owes you the merchandise you bought. Most major retailers write off stolen deliveries as normal operating loss and send a replacement. Your payment card provides the backup if they push back.
Step-by-Step Recovery Process
- Check the area first. Drivers often scan packages a few stops early while sorting their truck. Look behind bushes, around side gates, and inside parcel lockers. Wait three or four hours before you panic.
- Message the seller. Open a chat or send an email within 48 hours. Give them your order number and state clearly that the items never reached your hands.
- File an online police report. Most city and county departments handle non-emergency theft on their website. You do not need an officer on your porch. You just need a case number for the merchant or your card dispute.
- Challenge the charge with your bank. If the store refuses a replacement or credit, dispute the transaction through your credit card issuer within 60 days.
Carrier Claim Deadlines and Limits
| Carrier or Platform | Domestic Filing Window | Who Usually Must File | Investigation Timeline |
|---|---|---|---|
| Amazon | Within 30 days of delivery date | Buyer (via order dashboard) | 3 to 5 business days |
| UPS | Within 60 days of scheduled delivery | Shipper (merchant) preferred | Around 10 business days |
| FedEx | Within 60 calendar days of delivery | Shipper (merchant) preferred | 5 to 7 business days |
| USPS | Within 60 days of mailing date | Sender or recipient | 5 to 10 business days |
If you must deal directly with the postal service, wait seven business days from the mailing date to file a USPS Missing Mail search. Insured parcels or Priority Mail packages allow you to submit a claim through the USPS domestic claims system within 60 days.
Even with doorbell footage showing a thief grabbing the box right off your mat, spending hours on the phone trying to convince a carrier agent to reverse an automated delivery confirmation is just exhausting, so letting the retailer handle carrier claims is far less painful. Make the seller do the heavy lifting.
Disputing Charges Under the Fair Credit Billing Act
Thing is, federal law protects credit card buyers when items never show up. According to FTC guidance on billing errors, undelivered merchandise qualifies as a formal billing error. Your dispute letter must reach the card company within 60 days after the statement date. The card issuer has 30 days to acknowledge your letter in writing. They must finish their investigation within 90 days.
During an active dispute, the issuer cannot charge interest on the contested total or try to collect it. Many cards also provide built-in purchase protection. This coverage covers stolen purchases for 90 to 120 days. You will need the store receipt and your police report number.
If your bank drags its feet or refuses a valid claim, take it straight to the Consumer Financial Protection Bureau. Banks generally respond to CFPB complaints within 15 days.
What Evidence Actually Matters
Adjusters and fraud teams only care about a few concrete records:
- A screenshot of the carrier tracking log showing the delivery scan, date, and timestamp.
- Your police report case number, along with any camera footage showing an empty porch or an active theft.
Skip the essays. Keep the file clean and specific.
Where to Start Right Now
Open a support ticket with the retailer right now and ask for an immediate reshipment or refund. If customer service stalls, file your police report online and alert your credit card bank.