Parcel marked as delivered but not received
Tracking says delivered, but there’s no parcel at your door. This usually has a simple explanation, so check the obvious places before assuming theft.
Look around first
- Check any safe place you usually use, or that you chose when you ordered: porches, sheds, bins and side gates.
- Ask everyone in your household, and your neighbours. Drivers often leave parcels next door.
- If you live in a shared building, check the post room, reception or the management office.
- Look for a card or a note, which might name a neighbour or a pickup point.
- Check your delivery email for a photo or a signature. Many couriers record a photo of where the parcel was left.
Check the delivery details
Open your tracking page on the courier’s website, and look for:
- The location and the wording. “Delivered to a pickup point” or “left with neighbour” tells you where to go next.
- The town or postcode. If it doesn’t match yours, tell the courier about this right away.
- A recorded name. A signature may identify who took it.
- The address on your order. Check that an old address wasn’t used at checkout.
Wait a short time
Drivers sometimes scan a parcel as delivered slightly ahead of time, and the item arrives later that day or the next working day. If you’ve looked everywhere, it’s reasonable to wait until the end of the next working day, unless the courier’s or seller’s guidance says otherwise.
Then contact the right people
- If you bought it, contact the seller first. They can open a trace with the courier, and are generally responsible for sorting out non-delivery. Report it soon, as there may be a time limit.
- Contact the courier through its official website. Our directory has the links. Ask for proof of delivery, such as GPS location, a photo or a signature.
- If nothing is resolved, check for any protection through the marketplace or your payment provider.
- If you suspect theft, and especially if the item was valuable, consider reporting it to the police. Your reference may help with a claim.
If delivery needed an OTP or signature
Some deliveries are only marked complete after a one-time password (OTP) or signature. If you didn’t share an OTP or sign for anything:
- Ask everyone in your household whether they did.
- Tell the courier and seller clearly that you didn’t receive the parcel or provide the OTP.
- Ask for the time and location recorded at delivery.
Don’t read out an OTP to anyone over the phone, even if they claim to be the driver. Share it only when you have the parcel in front of you. Our guide to courier scams in India explains why.
If it was cash on delivery or prepaid
If you were due to pay on delivery and haven’t, a “delivered” status looks especially wrong, so tell the seller immediately. If you paid in advance, check the seller’s or marketplace’s process for an item that hasn’t arrived. If you can’t resolve it, your payment provider may be able to advise you.
Keep a record
Save a screenshot of the tracking page, your messages with the seller and courier, and any doorbell camera footage. Details such as dates and times can be useful if you need to escalate. See our guide to reporting a lost parcel.
Preventing it next time
- Choose a pickup point or locker if your deliveries are often left unattended.
- Use the courier’s delivery preferences, if available, to choose a safe place or a neighbour.
- For expensive items, select a service that needs a signature.