"Delivered not received" refers to cases where a package is marked as delivered by the last-mile carrier, but your customer reports that they didn’t get it. This may happen due to misdelivery, early delivery scans, or packages being left in unexpected places. This guide walks you through what this status means and how to handle it when customers reach out.
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.