Tracking says delivered, but the package is not there. Who should you call first?
Call the seller or retailer first in most cases, then contact the carrier if its process lets recipients report a missing delivery. A prepared call can open the right case. It cannot create an automatic refund.
For U.S. purchases, the retailer's terms, the shipping contract, the delivery record, and your payment method can all matter. A police report may strengthen your record, but it is not a refund order.
Check the delivery record before calling
A missing package is not always a confirmed theft. Start with a tight timeline and save records before somebody else's support notes become the only version of events. That keeps your report factual.
- Screenshot the order confirmation, tracking history, delivery date and time, and any delivery photo.
- Check likely drop locations, building offices, mailrooms, household members, and nearby neighbors.
- Save original camera footage if you have it. Make a copy for sharing, but keep the unedited file.
- Write down what you found and when you checked. Include any address, apartment, or gate details that might matter.
- If the facts support a theft report, use your local non-emergency police channel. Call 911 only if there is an immediate safety issue.
Do not confront a neighbor or driver over suspected theft. Put the order number, item description, price, tracking number, photos, and any report number in one folder before you call.
Use one factual opening script
Keep the first minute simple.
Say: "I am calling about order [order number] and tracking number [tracking number]. It was marked delivered on [date and time], but I did not receive it. I checked [locations or people checked]. I have [delivery photo, camera footage, or police report, if true]. Please open a delivery inquiry or tell me the correct process, and give me a case number."
Then ask specific questions:
- Can you confirm the delivery address and the recorded delivery details?
- Can I open a trace or missing-delivery report as the recipient?
- Does the seller or shipper need to submit a carrier claim?
- What documents do you need, and is there a deadline?
- How will I receive the written outcome or case update?
Write down the agent's name, the date, and the case number. Do not say a driver or neighbor stole the package unless your evidence clearly supports that claim.
Start with the seller, marketplace, or device company
The seller has the purchase record and may be the party that bought the shipping service. A carrier may therefore require a claim from the shipper, even if it can discuss the delivery scan with you. Turns out, this is often a workflow issue rather than an argument about who is right.
| Contact | What to request | A useful opening |
|---|---|---|
| Retailer or independent seller | A replacement or refund review, plus the correct carrier-claim contact | "The package was marked delivered, but I did not receive it. Please review my order and tell me whether you will open the carrier claim." |
| Marketplace | The order-specific buyer-protection or missing-delivery process | "I need to report a delivered-but-not-received order. Please confirm the evidence and deadline for this case." |
| Wireless company or phone seller | A review of the missing device order and any needed account-security steps | "My phone order was marked delivered but was not received. Please open an order investigation and tell me what I should do about the device or SIM." |
| Food or local-delivery app | The in-app missing-order process | "The order shows delivered, but it did not reach me. I am reporting it through this order and can provide the delivery details." |
Amazon retail orders, deliveries handled by Amazon Flex, and DoorDash orders can use account-specific support routes. Report the issue from the order screen first and save the order status. A missing grocery or restaurant delivery is not necessarily a carrier claim, so describe what happened rather than forcing it into a package-theft script.
For Verizon and AT&T device orders, use the current order-support option shown in your account. If the missing shipment included a phone or SIM, ask what steps, if any, are appropriate to secure the line or device identifier. Never give a support agent a one-time verification code that you did not request.
USPS, FedEx, and UPS phone scripts for missing packages
Use a current contact option from the carrier's tracking page or official support page. Old phone numbers and menu paths can send you to the wrong team.
USPS
Say: "I am the recipient for tracking number [tracking number]. It was marked delivered on [date and time], but I did not receive it. Please tell me whether a recipient delivery inquiry is available and whether the sender must file any claim. I would like a case number and written next steps."
FedEx
FedEx lists 1.800.GoFedEx, or 1.800.463.3339, as an assistance number in its delivery FAQ.
Say: "I am reporting a FedEx package marked delivered but not received. The tracking number is [tracking number]. I checked [locations checked] and have [evidence, if any]. Can you open a trace or explain the recipient process? Please give me the case number and document requirements."
UPS
UPS says it encourages customers to open a loss investigation within 30 days of the expected delivery date if the package still cannot be found. See its official support guidance. Treat that as a UPS-specific timing prompt, not a deadline for every retailer or carrier.
Say: "My UPS shipment, tracking number [tracking number], was marked delivered on [date], but I did not receive it. I am asking for a loss investigation or the correct next step. If the shipper must file, please note that in my case and tell me what information the seller will need."
If an agent says the delivery scan settles the matter, stay calm.
Reply: "I understand the tracking shows delivered. I am reporting that I did not receive the item and am asking for the documented process to review the delivery. Please note my report, tell me who must submit the claim, and send the case number."
A delivery photo or scan can be relevant evidence. It does not prevent you from asking for a documented review.
Credit-card billing rules are a separate route
Do not describe the charge as unauthorized if you placed the order yourself. A credit-card billing dispute concerns a possible billing error, including a charge for an item you did not receive as agreed. It is not the same thing as a carrier claim.
The FTC says consumers should dispute a credit-card billing error in writing within 60 days of the statement that first shows the error. Send the notice to the billing-inquiries address, not the regular payment address. The issuer generally must acknowledge the dispute within 30 days unless it resolves it first, and must resolve it within two billing cycles, no more than 90 days. Read the FTC's guidance on bills for items you never got before you start.
Thing is, a package marked delivered and later missing is not automatically a winning card dispute. The bank will review the merchant's delivery evidence, your records, and the terms of the transaction.
Card issuer script: "I am disputing a charge for goods I did not receive as agreed. The merchant says tracking shows delivered, but I did not receive the package. I contacted the merchant on [date] and have the tracking record, case number, and supporting evidence. Please tell me where to send my written billing-error notice."
Pay the portion of your statement that is not in dispute. Debit cards, prepaid cards, bank transfers, digital wallets, and buy-now-pay-later accounts do not use the same credit-card billing procedure, so contact that provider promptly and ask for its exact process.
Put the follow-up in writing
A call creates notes in the company's system. Your written summary creates a record you can reuse with the seller, carrier, or card issuer.
- Send a message the same day, using the order number and carrier case number in the subject line.
- State the delivery date, the date you noticed the problem, and who you contacted.
- Attach screenshots and photos without altering the originals.
- Ask for a written response and set a reminder before any deadline you were given.
Subject: Missing delivery for order [order number], case [case number]
Message: "Tracking for [tracking number] was marked delivered on [date and time], but I did not receive the item. I contacted [company] on [date] and was given case number [case number]. Attached are my order confirmation, tracking screenshot, and [other evidence]. Please confirm the next step and any deadline that applies."
Write down the frustrating little details too, because after two calls, an email, and a chat window that closed before you copied it, dates start to blur and a case number that looked unimportant can become the thread connecting every contact.
Limits that matter
A delivery photo, a delivery scan, a police report, and camera footage are all pieces of evidence. None of them alone guarantees a refund. The seller's policy, the shipping arrangement, the evidence, and the payment-dispute rules can point in different directions.
Do not cite a supposed federal package-theft refund law or claim that a police report forces payment. Package-theft criminal laws and a seller's or carrier's refund obligations are different questions.
If you bought package protection or think insurance may apply, read that policy's theft and delivery terms before opening a separate claim. For a high-value loss that remains unresolved, check official consumer guidance in your state or seek individualized legal advice.
Start by saving the tracking record, using the seller script, and asking for a case number. Then send the same facts in writing before any deadline you are given.