A package marked as delivered but missing requires immediate action to secure a resolution. This guide provides a straightforward, step-by-step method for consumers to report a missing Amazon delivery and secure either a replacement or a full refund.
Essential Checks Before Reporting
Before initiating a formal claim, several proactive steps can help determine the package’s status. Check the delivery confirmation details within the Amazon app or website, specifically looking for any provided photo evidence of where the driver placed the item. Next, search the immediate delivery area thoroughly, including behind planters or under furniture where the driver might have concealed the package. Confirm the shipping address matches the intended location, and reach out to neighbors if the item was mistakenly delivered to their address. Amazon requires users to wait 48 hours past the estimated delivery time before a package is officially considered lost or stolen and a formal report can proceed.
Step-by-Step Guide to Reporting a Missing Item
Once the mandatory waiting period has elapsed, the formal reporting process can begin directly through the Amazon platform. Start by navigating to the “Your Orders” page, which lists all recent and past purchases tied to your account. Locate the specific order containing the item that was marked as delivered but is physically missing.
Selecting the problematic order will display the order details page, which contains the necessary links to address delivery issues. Look for a button or link labeled “Problem with Order” or “Find Help with Order,” which will launch the guided resolution workflow. The system will first prompt you to confirm the delivery status and whether you have completed the preliminary steps, such as checking with neighbors.
After confirming the package is indeed missing, the platform will guide you through the submission of a formal claim. The system allows this guided process only after it recognizes the delivery window and the necessary waiting period have passed. The guided process will then ask for specific details regarding the missing package, allowing you to clearly document the issue.
The information collected is used by Amazon’s internal teams to investigate the final location of the shipment. This direct reporting mechanism bypasses the need for customer service calls initially. Upon successful submission, the claim enters an investigation phase where Amazon confirms the final status of the shipment with the carrier. If the package is deemed lost, the system will then present the available resolution options to the account holder.
Understanding Your Resolution Options
After the investigation concludes and the package is confirmed as lost, the account holder is presented with two primary resolution paths. The first choice is a replacement, where Amazon ships an identical item at no additional charge. This option is generally faster than a refund if the item is currently in stock, but it is dependent on the item’s current availability in Amazon’s inventory.
If the product is out of stock, or if a replacement is not desired, the alternative is a full refund for the purchase price, including any shipping fees paid. Users typically indicate their preference for either a replacement or a refund during the final stages of the reporting process. Once the refund is approved, processing usually takes between three to five business days, depending on the customer’s bank policies and the original payment method used.
Reporting Issues with Third-Party Marketplace Orders
When the missing item was purchased from a third-party seller through the Amazon Marketplace, the resolution path introduces an intermediary step. The first required action is to contact the seller directly through the Amazon messaging system to report the non-delivery. Sellers are responsible for resolving issues related to their own shipments, either by shipping a new item or issuing a refund.
If the third-party seller fails to provide a satisfactory response or resolution within 48 hours of the initial contact, the customer can then escalate the issue. This involves filing a claim under the Amazon A-to-z Guarantee protection program. To file this claim, the customer navigates to the order details page and selects the option to file an A-to-z claim after the required waiting period and failed seller contact.
Tips for Securing Future Deliveries
Implementing preventative measures can significantly reduce the likelihood of future packages going missing after delivery. One effective strategy is utilizing Amazon Lockers, which are secure, self-service kiosks where packages can be delivered and retrieved using a unique pickup code. For customers who prefer home delivery, setting a secure delivery location preference provides specific instructions to the driver, such as placing the package in a discreet side entrance. For high-value merchandise, customers can opt to require a signature upon delivery, which ensures the item is handed directly to a person at the address. Using services like Amazon Key also allows drivers to safely place packages inside a garage, eliminating outdoor exposure entirely for eligible customers.