When to Use This Message
Send an Item Not Received message when:
- Tracking shows your package was delivered, but you never received it.
- The expected delivery date has passed with no item and no tracking update.
- You want to report the issue before the order's resolution window closes.
- You need a written record while the seller or carrier investigates.
Message Writing Tips
- State the Order and Tracking Numbers: These let the seller quickly check shipment status and carrier records.
- Note What Tracking Currently Shows: Mention if it says 'delivered,' 'in transit,' or hasn't updated at all — this affects how the issue is investigated.
- Mention Any Self-Checks Done: If you've already checked with neighbors, building management, or your mailbox, say so to rule out simple explanations.
- State Your Preferred Resolution: Indicate whether you want a reshipment, refund, or an update once the carrier completes its investigation.
Frequently Asked Questions
What if tracking says my package was delivered but I don't have it?
Report it right away — sellers can often file a claim with the carrier, and many will reship or refund while that's investigated.
How long should I wait before reporting a missing item?
If the expected delivery date has clearly passed, you can report it immediately — don't wait too long, as resolution windows are often time-limited.
Will I get a refund or a replacement?
This typically depends on the seller's policy and item availability — state your preference in your message so they know what outcome to aim for.