Your order never arrived. Now what?
A tracking number isn’t the same as a package in your hands. Start with what was promised and what the delivery record actually shows.
Check the delivery story
Compare the promised delivery date with the carrier’s own tracking page. Check the address on your order and any delivery photo. If the record says delivered, note exactly what you checked and ask the carrier for clarification.
Give the seller a clear request
Send the order number, promised date, and tracking issue in one message. Say whether you are asking for the order to be delivered or for a refund. Keep the original confirmation and your message together.
Check your next route promptly
If the seller cannot resolve it, review the marketplace’s help process and contact your payment provider about available dispute options. Check their deadlines directly; continuing a seller conversation does not necessarily pause them.
Your checklist.
0 of 4 readyA message to start with.
Fill in the brackets with your own details.
Hello, I’m following up on order [number], placed on [date]. Delivery was expected by [date], but [brief tracking/delivery issue]. I have checked [relevant checks]. Please confirm how you will resolve this. I am requesting [delivery/refund]. I’ve attached the order confirmation and tracking record.
For the official guidance, read FTC: when an online order never arrives .
Processes and deadlines depend on your location and the organizations involved. These guides are general information; check the rules that apply to your situation. Shieldman membership provides consumer advocacy; it does not guarantee a refund.
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