Why does tracking say delivered when the package is not here?

A safe-place drop, a neighbour or mailroom taking it in, a driver scanning early, or delivery to a nearby address. Most turn up once those places are checked.

How long should a customer wait before reporting it missing?

Many stores ask for one business day after the delivery scan, since early scans and neighbour drops usually sort themselves out by then.

Who is responsible for a package marked delivered but not received?

It depends on your shipping policy and the carrier's terms. Decide the rule in advance, publish it, and apply it the same way every time.

Should the store send a replacement right away?

Most stores wait until the customer has done the checks. After that, a replacement, a refund or a carrier claim is your team's call.

Delivered but not received template

Tracking says delivered. The customer has nothing.

Share the delivery scan, ask for the quick checks, and say what your team does if it still does not turn up.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A package marked delivered but missing has often been left in a safe place, taken in by a neighbour, or scanned just before the real drop-off. Share the delivery details, ask the customer to check those places, and say what your team will do if it is still missing after a day.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailFirst checks

Subject: About your delivery for order.name

Hi customer.first_name, I am sorry it is not with you. order.tracking.carrier shows order.name as delivered. You can see the delivery scan here: order.tracking.url Packages marked delivered often turn up close by, so could you check: 1. Around your door, mailbox, porch or any safe place. 2. With neighbours, a building reception or a mailroom. 3. That the delivery address was order.shipping_address. If it still has not turned up within 1 business day, reply here and our team will take it from there.

ChatShort reply

order.tracking.carrier shows order.name as delivered. Could you check around your door, with neighbours and any mailroom? If it has not turned up within 1 business day, let us know and our team will follow up.

Internal noteBefore you reply

Delivered but not received: order.name, order.tracking.carrier order.tracking.number. Address on the order: order.shipping_address. Customer asked to check and wait 1 business day. If still missing: carrier claim, free replacement or refund.

When to send this

They report it missingYour order status or missing package topic is detected.

Marked deliveredShipment status is delivered.

Scanned this weekTracking last updated is in the past 1 week, so the scan is recent.

Example conversation

Customer

Tracking says my package was delivered yesterday but there is nothing here.

Aide

I am sorry it is not with you. UPS shows #1042 as delivered yesterday at 2:14 pm. Could you check around your door, with neighbours and any mailroom? If it has not turned up within 1 business day, let us know and our team will follow up.

✓Delivery scan read from UPS · Order #1042

Frequently asked questions

: A safe-place drop, a neighbour or mailroom taking it in, a driver scanning early, or delivery to a nearby address. Most turn up once those places are checked.
: Many stores ask for one business day after the delivery scan, since early scans and neighbour drops usually sort themselves out by then.
: It depends on your shipping policy and the carrier's terms. Decide the rule in advance, publish it, and apply it the same way every time.
: Most stores wait until the customer has done the checks. After that, a replacement, a refund or a carrier claim is your team's call.

Lost in transitTracking has not moved for weeks.Email · Chat · Internal note Shipment exceptionThe carrier reported a problem.Chat · Internal note Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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