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Delivered but Not Received Shipment? Steps to Take as a Seller or a Recipient

Diana Zheng
August 24, 2022

A shipment that is confirmed delivered when, physically, no package was received is among eCommerce seller’s letdowns.

Whether you’re an eCommerce seller or a recipient of the shipment, we’ll break this down into two parts for you to easily navigate your way through finding a resolution to the case. 

Are you the online seller shipping with Stallion?

As an eCommerce seller, we understand how you took care of the shipment while it was still in your hands. However, it is still your responsibility to initiate an investigation of the missing shipment since it hasn’t found its way to your customer yet.

Doing so will make the recipient feel that you hold accountable for the shipment, reducing the chance of losing a customer.

Step 1: Confirm the shipping details with your recipient before creating a label.

Are you in a rush when preparing your items for packing due to the high volume of orders? While it saves time to work fast, you can unintentionally miss out on an error in your receiver’s shipping details, especially with their full address.

Stallion Express offers Canadian and U.S. address validation tools that can be turned on and off in the account settings.

It’s a good practice to verify the address on your own accord by checking online using address validation like Canada Post and UPS. Google Maps is also handy but not always up to date. Nonetheless, this will save you from affecting your reputation and refunding the item. 

Step 2: Contact Stallion Express to begin an investigation.

If the address was correct, reach out to our customer service team to start an investigation.

Step 3: Consider filing a claim depending on the results of the investigation.

If tracking down the shipment does not provide a solution for you, our Stallion Protection coverage can carry up to $300 of the shipped item’s cost. 

Delivered shipments are generally not eligible for a Stallion Protection claim unless there is ample evidence supporting the fact that it was not delivered, such as the carrier not being able to confirm delivery.

A Stallion reminder: As a seller, it’s crucial to have shipping policies listed on your store to maintain honest and transparent transactions with your customers. Always review your policy to keep your store (and your customer) protected!

Did you know that the ‘delivered but not received’ scenario can be avoided from the start? Remember these handy tips to prevent it from happening:

  • Encourage your customers to use a shipping option with a tracking feature. It lets you and your recipient quickly trace the package while it’s in transit.
  • If your customer purchases high-value goods from you, suggest to them to tell the final-mile carrier that they need a signature upon delivery. This is a foolproof approach to be sure that no shipment will go past your customer’s way. 

Are you the recipient of the missing package?

It is extremely disappointing to find out that your shipment is confirmed to be delivered when no parcel showed up at your door. Since we don’t want to ruin your online shopping experience, we’ve provided you with steps on how to handle this circumstance:

Step 1: Check the address provided.

First on our list is to confirm whether your delivery address is correct. Sometimes, auto-fill may happen on your browser and the incorrect delivery address is noted. If applicable, double-check the street and unit numbers in case there are any errors.

Step 2: Look for possible drop-off points within your location.

Before jumping to a conclusion, scan your surroundings and think of probable spots where your shipment was likely to be dropped off.

Can it be on the front porch? In the garden? It’s a good idea to check your entire perimeter before moving on to the next step.

Step 3: Check with your neighbours if they have your shipment.

There's always a chance that you might've not been home during the delivery, but your carrier caught your neighbor instead. Check with them in case they've been handed the shipment for safekeeping or if they noticed any carrier delivery while you were away.

Tip: Working from the office all day? Consider delivering your goods to your office address instead since there's a better chance of you being able to receive them, or pass on a note to your colleague.

Step 4: Contact the carrier. 

Kindly note that our partner carriers have different approaches to dealing with this situation. For instance, if Canada Post does the final-mile delivery for your Canadian shipment, you’ll be advised to file a ticket with them directly.

Meanwhile, for other carriers, it's best to check their Help & Support page for specific instructions.

Step 5: Lastly, reach out to your online seller.

If none of these work, immediately contact your online seller to explain the scenario. They will help you take further actions to track your missing shipment. 


Do you find this article helpful for your next shipping transaction with us? Let us know what you think by emailing our team at [email protected] or by calling 877-863-7447 for your queries and suggestions.

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