Investigating "Delivered Not Received" Issues

Learn how to respond when a customer reports a missing package despite a delivered scan, including recommended next steps and considerations.

March 11, 2026

Things to keep in mind

• If the order is scanned as delivered, Portless will not cover the cost, even if the customer claims non-receipt.
• It’s up to you whether to send a replacement or refund the order.
• Use your discretion and knowledge of your customer relationship when deciding how to handle the situation.
• You can also refer to our Proof of Delivery Requests guide for related steps and tips.

Steps you can take

Confirm delivery details

Check the tracking history and delivery timestamp. If the scan was recent, ask the customer to wait a few more hours or until the end of the day; packages can sometimes arrive shortly after the scan.

Ask the customer to check nearby

Encourage your customer to check with neighbors, family members, or their apartment/resident manager. Packages may be accepted by someone else or left in a shared area.

Reach out to the last-mile carrier

If the package is still missing, reach out to the last-mile carrier. They handle the final leg of the delivery. Ask for delivery confirmation or request photo proof, if available.

Decide how to proceed

If the package cannot be recovered, you can choose to issue a refund or send a replacement. However, note that Portless does not absorb the cost of orders marked as delivered in tracking.