This happens more often than most merchants expect
Delivered-but-not-received claims are one of the most common disputes in ecommerce. Carriers show a delivery scan, but the customer says the parcel never arrived. This happens for legitimate reasons: misdelivery to a neighbour's address, porch theft, left in a common area, or placed with a building concierge who did not notify the resident.
It can also be a false claim. Your job is to investigate before assuming either outcome. Jumping to a refund without investigation teaches bad actors exactly where your threshold is. Jumping to accusation without investigation loses legitimate customers and almost certainly loses any resulting chargeback.
Your starting position
You have a carrier delivery scan. That is evidence, but it is not conclusive proof that the right customer received the parcel. Your goal is to gather enough supporting evidence to either confirm delivery or identify a delivery failure.
Step 1: Check your delivery evidence
Before you contact the customer or the carrier, pull everything you have from your own records.
Delivery evidence checklist
- Pull the full carrier tracking record, not just the final delivery status
- What does the delivery scan say? Does it show GPS coordinates, a delivery photo, or a signature?
- Does the delivery address on the tracking match the delivery address on the customer's order exactly?
- Did the carrier leave a delivery notification note or safe place card?
- Did the carrier take a delivery photo? Many carriers now capture this for contactless deliveries.
- Is the carrier's delivery scan for the correct postcode or ZIP code?
- Is there a note in the tracking about where the parcel was left: letterbox, neighbour, porch, reception desk?
Step 2: Contact the carrier
Contact the carrier directly and request a proof of delivery or a GPS trace of the delivery scan. Most major carriers can provide more information than what appears on the public tracking page.
Ask the carrier specifically for:
- GPS coordinates of the device that scanned the delivery
- A photo taken at the delivery point, if captured
- Driver notes about where the parcel was left
- Confirmation of which driver handled the delivery and what route they covered on that day
This information is stronger evidence than a tracking page screenshot alone and can be attached directly to a chargeback response if needed. Save all carrier correspondence including reference numbers and dates.
Step 3: Respond to the customer
Do not delay your customer response while you wait for the carrier. Acknowledge the claim quickly and explain that you are investigating.
A good response does four things: it acknowledges the claim, explains that you are investigating with the carrier, asks the customer to check specific locations, and gives a clear timeline for your next update.
Do not say 'the tracking shows delivered so the order is closed.' That response will lose a chargeback almost every time. Do not accuse the customer of fraud. Investigate first, then respond with evidence.
Email template: Tracking shows delivered, customer says not received
Step 4: Document everything
Whether or not this escalates to a chargeback, documentation protects you. Build your evidence folder now while everything is fresh.
- The full tracking history as a screenshot or PDF export
- Any GPS data, delivery photos, or driver notes from the carrier
- Your email conversation with the customer, with timestamps
- The order confirmation and payment details
- Your shipping policy and what it says about missing or undelivered orders
- The date and time of every customer message and your reply
- The carrier correspondence and any claim reference numbers
If this escalates to a chargeback, every piece of documentation becomes evidence in your response. Starting a well-organised folder now is far easier than trying to reconstruct it under deadline pressure later.
If the customer files a chargeback
If the customer files a chargeback after you have investigated and presented your findings, you are in a reasonable position to respond. Your investigation shows you acted in good faith.
Include in your chargeback response:
- The delivery tracking record showing the delivery scan date, time, and address
- Any GPS coordinates, delivery photos, or carrier proof of delivery
- Evidence that the delivery address on the tracking matches the order delivery address exactly
- The carrier's response to your enquiry
- Your full communication history with the customer showing you investigated in good faith
- Your shipping and return policies
Present the evidence factually. Do not frame it as 'the customer is lying.' Frame it as 'here is the evidence we have that the order was delivered as addressed, and here is the investigation we conducted when the customer contacted us.'
Delivery dispute response checklist
Complete before escalation
- Pull full carrier tracking record and save as PDF or screenshot
- Check for GPS data, delivery photo, or signature in carrier records
- Confirm delivery address on tracking matches the order delivery address
- Contact carrier to request proof of delivery or GPS trace
- Respond to customer within 24 hours
- Ask customer to check neighbours, safe places, and building reception
- Document all communication with customer and carrier with timestamps
- Save all evidence in a labelled folder
- If chargeback filed: submit organised evidence pack before the deadline
Build your evidence pack with DisputeDesk
DisputeDesk helps ecommerce merchants organise chargeback evidence and draft customer responses in minutes.
Disclaimer
DisputeDesk is not a law firm. Outputs and templates from DisputeDesk should be reviewed before use. Merchants are responsible for their own customer communications and dispute submissions. Nothing on this page constitutes legal advice.
Frequently asked questions
Can I win a chargeback if I have no signature proof?
Yes. Signature proof is not the only acceptable evidence. A carrier delivery photo, GPS location of the delivery scan, a tracking record that matches the order address, and documented customer communication can all support your chargeback response. The strength of your case depends on the combination of evidence you present.
What if the carrier says the parcel was delivered but has no photo or GPS?
This is a weaker position for the merchant. Your tracking shows delivered, but you cannot provide corroborating evidence. In this case, document everything you do have: the tracking record, your correspondence with the carrier, and your communication with the customer. Present these as your best available evidence and include your shipping policy.
Should I reship or refund before the customer files a chargeback?
This depends on your assessment of the situation, your relationship with the customer, and the order value. If you reship or refund, document the decision clearly and notify the customer. If the customer later files a chargeback despite a resolution, include the refund or reship confirmation as evidence in your dispute response.
How do I know if the claim is fraudulent?
Common signals include: the customer has a history of similar claims on their account, the order was shipped to a freight forwarder or reshipping address, tracking shows delivery to the correct postcode but the customer claims a completely different address, or the customer refuses your offer to investigate with the carrier. None of these signals are conclusive on their own. Investigate each case on its merits.
Does the delivery photo prove the parcel was received by the customer?
A delivery photo proves the carrier's driver was at a location and left a parcel there. It does not prove that the specific customer personally received it. However, if the photo shows your packaging at a recognisable delivery address that matches the order's delivery details, it is strong supporting evidence in a chargeback response.