Tracking says delivered. The customer says it never arrived. It's one of the hardest support tickets to handle. Here's a step by step way to deal with it.
Check the facts
First, check the facts. Confirm the shipping address on the order matches what the customer meant. Read the carrier's delivery scan for the time, the location, and any photo or signature.
- Address: Does it match what they intended?
- Scan: Time and location of delivery
- Proof: Photo or signature, if any
Ask them to check
Second, ask the customer to look around. Packages are often left with a neighbor, at a side door, or in a mailroom. Carriers also sometimes scan a package as delivered a day early, so ask them to wait one more day.
- Neighbors, side doors, mailroom
- Other people in the household
- Wait one more business day
Resolve it
Third, if it's still missing, open a claim or trace with the carrier, and decide what you'll do for the customer: reship, or refund. Set a rule ahead of time, by order value, so the decision is quick and consistent.
| Option | What it means |
|---|---|
| Trace | Open a claim with the carrier |
| Reship | Low value, first time |
| Review | High value, or a repeat claim |
Doing this at scale
Reclaim drafts these replies from the real order and tracking, proposes an action, and escalates anything outside your refund guardrails to a person. One note: today it builds its queue from your recent orders, and doesn't connect to a helpdesk yet. See Reclaim.