You’re expecting a delivery. The expected delivery time passes, but there’s no parcel at your door.
Or perhaps the tracking page says Delivered, but you can’t find the package anywhere.
Before assuming the parcel is lost, there are several things worth checking. A missing package may be delayed, left in an unexpected location, delivered to the wrong address or still moving through the delivery network.
Here’s what to do when a package appears to have gone missing.
1. Check the Latest Tracking Information
Start with the tracking page.
Look at:
- the current delivery status;
- the most recent tracking event;
- the date and time of that event;
- whether a delivery attempt has been recorded; and
- whether the parcel is actually past its expected delivery timeframe.
A period without a tracking update doesn’t necessarily mean that the parcel has been lost. There can be time between recorded events while a parcel moves through the delivery process.
If you’re using GoPeople, you can start from the delivery tracking page.
For more information about tracking statuses, see How to Track Your Delivery in Real Time.
2. Check Whether the Package Is Actually Overdue
An expected delivery date and a confirmed delivery event are not the same thing.
If the parcel is still within its expected delivery timeframe, it may simply still be in transit.
Check the latest information provided by the retailer or delivery provider before reporting the parcel as missing.
If the expected timeframe has passed and tracking hasn’t provided a useful update, it may be time to contact the appropriate party for further information.
3. If Tracking Says “Delivered”, Check the Delivery Details
A Delivered status changes the situation.
Start by reviewing any information available with the completed delivery.
Depending on the delivery service, this might include:
- delivery time;
- proof of delivery;
- delivery notes;
- information about where the parcel was left; and
- other delivery details.
Check around the property as well.
A parcel may have been left somewhere that isn’t immediately visible, such as near a side entrance, reception area or another appropriate delivery location.
4. Confirm the Delivery Address
Check the address associated with the order.
Pay particular attention to:
- street number;
- street name;
- unit or apartment number;
- suburb;
- postcode; and
- business or building name, where relevant.
A small address error can create a significant delivery problem.
If the address supplied with the order was incorrect, contact the sender or retailer and explain the situation.
If the address was correct but the parcel appears to have been delivered elsewhere, the delivery may need to be investigated.
5. Check With Other People at the Address
Before reporting a parcel as missing, check whether somebody else accepted it.
For a residential delivery, this could include:
- another member of the household;
- a building manager or concierge; or
- someone else authorised to receive deliveries.
For a workplace, check reception, the mailroom or other staff who regularly accept deliveries.
This simple check can sometimes resolve the mystery immediately.
6. Check Nearby — But Don’t Put Yourself at Risk
If the delivery information suggests the parcel was left at your property, check reasonable locations around the delivery address.
However, if you believe the parcel was delivered to an unknown or incorrect address, don’t put yourself in an unsafe situation trying to recover it.
Instead, contact the retailer, sender or delivery provider and follow the appropriate investigation process.
7. Contact the Sender or Retailer
If you purchased something online, the retailer or sender is often an important point of contact.
Have your information ready, including:
- order number;
- tracking number;
- delivery address;
- expected delivery date; and
- the latest tracking status.
Explain clearly what has happened.
For example:
“Tracking shows the parcel as delivered, but I haven’t received it.”
or:
“The expected delivery date has passed and tracking hasn’t updated.”
This is more useful than simply reporting that the package is “lost”.
8. Contact the Delivery Provider When Appropriate
Depending on the delivery service and circumstances, the delivery provider may be able to review additional delivery information.
If an investigation is required, provide the correct tracking or delivery reference and explain the problem as precisely as possible.
For example:
- tracking hasn’t updated;
- delivery is overdue;
- parcel is marked delivered but cannot be found;
- delivery appears to have gone to the wrong address; or
- proof of delivery doesn’t appear to match the destination.
The more specific the information, the easier it is to determine the appropriate next step.
9. If an Investigation Has Already Been Opened, Avoid Starting Another One
Once an investigation is underway, keep subsequent communication connected to the existing enquiry where possible.
Opening several enquiries for the same parcel doesn’t necessarily make the investigation faster and can make communication more difficult to follow.
Keep your tracking number and any enquiry reference available when following up.
What If the Package Was Delivered to the Wrong Address?
If the address on the order was correct but the available delivery information suggests the parcel went somewhere else, report the issue.
Useful information may include:
- tracking status;
- proof of delivery;
- delivery timestamp;
- delivery notes;
- the address supplied with the order; and
- any other available delivery information.
The appropriate party can then investigate what occurred.
This is different from an order where the customer originally supplied an incorrect address, so confirming the original delivery details is important.
What If Tracking Hasn’t Updated for a Long Time?
A tracking gap doesn’t automatically mean a parcel is missing.
First check when the last event occurred and whether the expected delivery timeframe has actually passed.
If the parcel is overdue and there has been no meaningful update, contact the sender or appropriate delivery provider.
Avoid relying on assumptions about where the parcel is. Use the latest recorded information as your starting point.
What If the Parcel May Have Been Stolen?
If the delivery information indicates that the parcel was correctly delivered but it has subsequently disappeared, the issue may be different from a parcel that went missing during delivery.
Review the available proof of delivery first.
If you believe a parcel was stolen after delivery, consider the appropriate steps for your circumstances, which may include contacting the retailer, delivery provider, building management or local authorities.
Don’t assume theft until you’ve checked the delivery information and other reasonable possibilities.
What If the Package Arrives After You Report It Missing?
Sometimes a parcel may arrive while an enquiry is underway.
If that happens, let the relevant sender, retailer or delivery provider know that you’ve received it.
That can prevent unnecessary investigation and help close the enquiry.
How to Reduce the Risk of Missing Packages
Not every delivery problem can be prevented, but a few simple steps can help.
Check Your Address Carefully
Make sure your street number, unit number, suburb and postcode are correct before completing an order.
Provide Accurate Contact Information
An incorrect phone number or email address may prevent important delivery information from reaching you.
Follow Tracking Updates
Tracking can help you understand when a parcel is progressing through the delivery process and when action may be required.
Provide Useful Delivery Instructions
Where the delivery service supports instructions, make them clear and relevant.
Avoid instructions that are ambiguous or impossible for the driver to follow.
Choose an Appropriate Delivery Option
For businesses sending parcels, the delivery service should match the customer’s requirements.
GoPeople provides different business delivery options:
GoEXPRESS — Next-Day Delivery
GoBUNDLE — Multi-Drop Delivery
GoSAMEDAY — Same-Day Delivery
GoVIP — On-Demand Courier
Why Tracking Matters When a Package Goes Missing
Tracking becomes especially useful when something doesn’t go according to plan.
Rather than guessing what happened, the latest delivery information can help establish:
Where was the parcel last recorded?
Was delivery attempted?
Has it been marked as delivered?
When did the last event occur?
Is the parcel actually overdue?
That information provides a much better starting point for resolving the problem.
Read Why Real-Time Tracking Matters for Online Shopping for more about how delivery visibility helps online shoppers.
For Businesses: Don’t Leave the Customer to Solve the Problem Alone
A missing parcel isn’t only a delivery problem. For an ecommerce business, it quickly becomes a customer-service issue.
When a customer reports a missing delivery:
- confirm the order and tracking information;
- review the latest delivery status;
- establish what information is available;
- follow the appropriate investigation process; and
- explain clearly what will happen next.
Avoid repeatedly sending customers back to a tracking page if they’ve already checked it and genuinely need assistance.
The customer usually wants a straightforward answer to one question:
What happens next?
For a broader troubleshooting guide, see How to Deal With Common Delivery Problems Effectively.
Frequently Asked Questions
How long should I wait before reporting a package missing?
Check the expected delivery timeframe and latest tracking information first. If the parcel is overdue or its tracking information indicates a problem, contact the sender or appropriate delivery provider.
What should I do if my package says delivered but isn’t here?
Review the delivery details and proof of delivery if available, check reasonable locations around the delivery address and ask other people who may have accepted it. If you still cannot locate the parcel, report the issue.
Does no tracking update mean my package is lost?
No. There may be periods between tracking events while a parcel moves through the delivery process. Check whether the expected delivery timeframe has passed before assuming the parcel is missing.
What should I do if my package was delivered to the wrong address?
Confirm that the address supplied with the order was correct. If it was, contact the appropriate sender or delivery provider so the delivery can be investigated.
Should I contact the retailer or the courier about a missing package?
It depends on the circumstances and delivery arrangement. For an online purchase, contacting the retailer or sender is often a useful starting point. The delivery provider may also need to investigate depending on the situation.
Can a package arrive after being reported missing?
Yes. A delayed parcel may arrive after an enquiry has been opened. If it does, notify the relevant party so the investigation can be closed.
Don’t Assume a Missing Package Is Lost
When a package doesn’t arrive when expected, start with the facts.
Check the tracking information, confirm the delivery address, review any proof of delivery and establish whether the parcel is actually overdue.
If those checks don’t explain what happened, contact the appropriate sender or delivery provider and provide the information needed to investigate.
The sooner everyone is working from accurate delivery information, the easier it is to determine what should happen next.