Customer service · phone script

Package Says Delivered But It's Not Here? What to Say When You Call

A practical script for calling a retailer or delivery carrier about a missing, late, or 'delivered but not received' package, and what details to have ready.

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A missing package is frustrating, especially when tracking says it was delivered. Before calling, do a quick check: look around your property, check with neighbors or your building's front desk, and confirm the delivery address on your order. Sometimes packages show as delivered slightly early or end up at a nearby door.

If it's still missing, who you contact first often depends on who you bought from. Many retailers handle missing deliveries directly because the shipping arrangement is between them and the carrier. The retailer's help pages usually say which to contact.

Stay factual: order number, tracking number, what tracking says, and what you've already checked.

What to have ready before you call

  • Your order number and tracking number
  • The delivery address on the order
  • What tracking currently says (with date and time)
  • Places you've already checked
  • Any delivery photo, if the carrier provided one

Fill-in blanks look like [this]. Use the script builder to fill them in once and get a clean, personalized copy.

The script, step by step

Your opening line

Hi, my name is [your name]. I'm calling about order [order number]. Tracking shows it was delivered on [date], but I haven't received it.

  1. Share what you checked

    I've checked [around my home / with neighbors / the front desk], and the address on the order is correct.

    Shows you've done the basics.

  2. Ask what they can see

    Can you see any more detail, like a delivery location or GPS info?

    They sometimes have more information than the public tracking page.

  3. Ask about next steps

    What's the next step to resolve this: a trace, a replacement, or a refund?

    Let them state options.

  4. State your preference

    I'd prefer [a replacement / a refund].

    Be clear.

  5. Get a reference

    Could I get a case number and a timeline?

    Document everything.

If they push back: calm answers

These are things the other person might say. Read them now so nothing catches you off guard. You can rehearse them in practice mode.

You need to contact the carrier.
Okay. Could you share any shipment details I'll need, and if the carrier can't help, how do I come back to you?

Avoid being bounced back and forth.

We need to wait a few days.
I understand. What's the exact date I should follow up if it doesn't show up?

Get a date.

Tracking says delivered, so it's delivered.
I understand that's what the scan shows, but I haven't received it. What options do I have?

Calm restatement.

Can you file a police report?
Is that required for your process? If so, I'll ask what's needed.

Ask before assuming.

If you get voicemail

Hi, this is [your name], calling about order [order number]. Tracking shows delivered on [date], but I haven't received it. Please call me back at [your phone number]. Thank you.

Say your number slowly, and repeat it at the end. More in our voicemail guide.

After the call

  • Keep the case number and any emails.
  • Follow up on the date they gave you.
  • If you receive the package later, let them know so any replacement or refund can be handled correctly.

Log names, times, and reference numbers as you go with the free Call Notepad and hold timer.

Frequently asked questions

Who should I contact, the seller or the carrier?

Many retailers ask you to contact them first. Check the seller's help pages, which often explain the process.

How long should I wait before reporting?

Some packages arrive a little after being marked delivered. Many people wait a short time and check around before calling.

What if it was stolen?

Report it to the seller and ask about their process. They may ask for additional information.

Should I dispute the charge with my card?

Usually only after trying to resolve it with the seller. Your card issuer can explain your options.

Related call scripts

Customer serviceRequest a refundGet your money back for a product or service that fell short.Customer serviceComplain and ask for a supervisorEscalate a problem without yelling, and actually get it resolved.Money & billsDispute a chargeQuestion an unfamiliar or incorrect charge with your bank or card company.

This script is general guidance written to be calm and practical. It is not legal, financial, or medical advice, and policies differ between companies and places. Read the disclaimer.