What do I do if my customer claims their order shows "delivered" but they did not receive it?

While rare, there are occasions on which recipients claim that they have not received an order even though the tracking URL states otherwise, often because of theft or the carrier leaving the package in a public lobby or space.

Unfortunately, we do not have recourse in these situations and our Lost in Transit Policies  go into detail about when we can deem an order "lost in transit" and file a claim.


If the tracking states "Delivered," we cannot file a claim.

If the tracking states "ARRIVAL AT DESTINATION COUNTRY - END OF TRACKING, DELIVERY SHORTLY" or a similar message, this is effectively the same as being marked as "Delivered," as sometimes the end carrier does not have the capability to make a final update to the tracking to show "Delivered."