# 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](https://support.portless.com/en/articles/13611896-requesting-proof-of-delivery)** 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.