What to do first: screenshot the order, tracking events, delivery photo and promised location before anything changes. Search the address methodically, then open the problem from that exact order instead of using an unofficial support number.
Scope: Amazon.com/U.S. workflow. Other Amazon marketplaces have different help pages, seller rules and deadlines; use the same marketplace where the order was placed.
Current official check: Amazon routes delivered-but-missing cases through Find a Missing Package That Shows as Delivered and the controls in Your Orders. Follow the options shown for the specific order rather than a timeline copied from a forum.
First, preserve the delivery record
Before the tracking page changes, save:
- order number and seller name
- tracking number and carrier
- delivery date and time
- delivery photo, signature, or location note
- the address shown on the order
- messages from the driver, carrier, seller, or Amazon
Do not publish the full tracking number, address, or delivery photo publicly.
Check the most likely locations
- Look at the front, side, rear, garage, gate, mailroom, parcel locker, reception, and any “safe place.”
- Compare the delivery photo with your property and nearby buildings.
- Ask household members, neighbours, reception staff, and building management.
- Check doorbell or security footage around the delivery time.
- Confirm the order address, apartment number, and saved delivery instructions.
- Search for a second tracking number if the order was split into multiple parcels.
If the photo clearly shows another property, save it before contacting support.
Use Amazon’s order-specific help flow
Open Your Orders, select the item, and choose the option for a delivery problem. The available actions vary by marketplace, seller, carrier, item, and time since the scan.
Describe the facts precisely:
- tracking says delivered
- where you checked
- whether the delivery photo matches
- whether anyone accepted or signed
- whether the address is correct
- any building or camera evidence
Ask for a case or chat reference and save the conversation.
Contact the carrier when instructed
A carrier may be able to review route notes, scan information, a delivery photo, or the driver’s recollection. Ask for a case number.
Do not assume the carrier can reimburse you directly. The seller or shipper often owns the shipping contract and may need to file the formal claim.
Third-party seller orders and the A-to-z process
For an eligible marketplace order:
- Contact the seller through Amazon’s messaging system.
- Keep all communication on-platform.
- Allow the response time shown by Amazon.
- If the issue remains unresolved and the order is eligible, use the A-to-z Guarantee flow shown in the order page.
- Submit factual evidence and respond to requests for more information.
An A-to-z claim is reviewed under the applicable programme rules; a refund is not automatic merely because tracking says delivered.
Suspected theft
If evidence suggests the parcel reached the correct location and was then stolen:
- preserve video and photos
- notify building management where relevant
- report high-value or repeated theft to local police when appropriate
- ask Amazon or the seller what documentation is required
- avoid confronting a suspected person yourself
A police report documents the incident but does not guarantee reimbursement.
Payment disputes are a last resort
Use the merchant and platform resolution process first. If you paid for goods you did not receive and the seller refuses to resolve a valid claim, ask your card issuer about its dispute process and deadline.
Provide accurate information. A chargeback is not a shortcut around a seller’s legitimate investigation, and the bank can reverse a provisional credit if the merchant provides convincing evidence.
Preventing future delivery problems
- choose a staffed pickup point, locker, or counter when available
- keep delivery instructions short and current
- require a signature for suitable high-value shipments
- enable delivery alerts
- remove old addresses from the account
- use a secure parcel area or camera where lawful
- avoid sharing tracking details publicly
Use the evidence to choose the next owner
The delivery record usually tells you whether to stay inside Amazon, contact a marketplace seller, or follow a carrier case. A photo of the wrong doorway points to possible misdelivery; a signature name points to a person or building desk; a split order may show a second tracking number. Preserve that clue and state it in the order-specific Amazon support flow instead of opening several vague contacts at once.
| Evidence | Best next question |
|---|---|
| Photo does not match the property | Can support compare the geotag or driver record with the order address? |
| Signature or named recipient | Who signed, and was that person an authorised desk, household member or neighbour? |
| Carrier tracking differs from Amazon | Which event and tracking number controls the investigation? |
| Third-party marketplace seller | Does the order page require seller contact before an eligible Amazon claim? |
Write a support message that can be decided
Use a compact chronology: “Order [last digits], promised to [address descriptor], marked delivered at [time]. I checked [locations/people]. The photo [matches/does not match] and no authorised person signed. Please open the order’s missing-delivery workflow, preserve the delivery evidence and give me the case reference and next action.” Avoid public posts containing the full address, tracking number or camera footage. If medicine or another time-sensitive item is missing, arrange a safe replacement through the seller or prescriber rather than waiting for the delivery investigation to solve the immediate need.
Amazon says delivered but the package is missing
Read the shipment record: Amazon says delivered but the package is missing
Open the order tracking details, confirm the delivery address, delivery photo or location note when available, and check the immediate safe drop locations or household/reception handoff.
Open the right case: Amazon says delivered but the package is missing
Use the order’s Help/Problem with order flow so the case stays attached to the exact shipment. Record the order support reference and what the tracking page shows before the status changes.
Confirm the case is closed: Amazon says delivered but the package is missing
The parcel is located or Amazon confirms the resolution for that shipment in the order/support record.
Escalate with shipment evidence: Amazon says delivered but the package is missing
Continue on the same order case rather than opening unrelated tickets. If a marketplace seller or carrier owns the next step, use the route Amazon shows for that order and keep the written outcome.