Overview
Use this process when tracking shows Delivered, but the customer reports that they have not received the package.
Verification Step
Before proceeding, confirm the following:
- Tracking shows Delivered
- The shipping address on the order is correct
- The package has not been returned to sender
Customer Troubleshooting
Ask the customer to:
- Wait 2–3 business days after the delivery scan
- Check around the delivery location (front porch, side door, mailbox, leasing office, etc.)
- Ask neighbors, household members, or coworkers if applicable
- Contact the shipping carrier for additional delivery details
Note: Carriers occasionally mark packages as delivered before they physically arrive.
Replacement/Refund Guidelines
A one-time replacement/courtesy refund for 1–2 items may be considered if:
- At least 2–3 business days have passed since delivery
- The customer has checked with neighbors and household members
- The customer has contacted the carrier
- The shipping address was confirmed correct
- The customer does not have a history of repeated replacement requests or history of refund abuse (check front and store order history).
Orders involving larger quantities may require management approval.
Important Notes
If tracking confirms delivery to the correct address, the issue is generally considered a carrier-related issue unless:
- The package is returned to sender, or
- The shipment arrives damaged
- Offer to contact USPS on their behalf.
Use discretion when reviewing replacement requests and escalate larger claims as needed. If unsure, check with admin.