“Delivered but not received” (DNR) claims are the trickiest delivery problem: the carrier has a delivered scan, and the customer has nothing. Many of these packages turn up within a day or two. For the rest, a consistent process, clear messages and a written policy let you resolve genuine claims fast and spot the few that are not.
This is part of our order protection guide. For definitions, see delivered-not-received and proof of delivery.
What should you check first?
- The delivery scan: date, time and GPS location if available.
- The delivery photo: right door, right building?
- The address on the order: typos, missing unit numbers, old addresses.
- Protection on the order: if the customer bought protection, your claim rules apply.
- Claim history: earlier DNR claims from the same customer or address.
- Carrier contact: for high-value orders, ask the carrier whether the driver can confirm where the parcel was left.
What should you tell the customer?
Reply within one business day. A good first message:
Sorry you haven’t got your order yet. The carrier marked it delivered on [date] at [time][, and the photo shows it at the front door]. Could you check with neighbors, anyone else at the address and your building’s mailroom? Parcels often turn up within a day or two. If it hasn’t appeared by [date], reply here and we’ll sort it out.
If the delivery photo shows the wrong door, say so and ask the customer to check that address.
When should you reship or refund?
| Situation | Suggested action |
|---|---|
| Protected order, first claim | After the waiting period, resolve per your policy |
| Unprotected order, first claim | Your policy: goodwill reship or credit, or decline politely |
| Photo shows a different address | Ask the carrier to recover it; reship if it does not turn up |
| Repeat DNR claims from the same address | Ask for more detail; require a signature on future orders |
How do you spot abuse?
- Repeat claims from the same customer, address or payment method.
- Claims filed minutes after a delivery photo shows the parcel at the door.
- High-value first orders followed by an instant DNR claim.
Limit claims per customer in your policy, for example two in any 12 months, and require a signature for repeat addresses. Keep a log of every claim so patterns are easy to see.
How do you prevent DNR claims?
- Address validation at checkout to catch missing unit numbers.
- Delivery instructions fields that customers actually fill in.
- Signature confirmation above an order value you choose.
- Pick-up points or lockers for customers in high-theft areas.
Why does speed matter?
Customers who cannot get an answer turn to their bank. An INR chargeback costs a dispute fee and time even if you win. A fast reply and a published policy prevent most of them.
To set up protection and a claims page, see Sam Shipping Protection. For theft specifically, read the stolen package claims playbook.
Frequently asked questions
Why does tracking say delivered when the customer has nothing?
Common reasons are delivery to a neighbor or wrong address, a parcel left in a mailroom or hidden spot, an early scan before actual delivery, theft after delivery, and occasionally a false claim.
How long should a customer wait before filing?
A day or two after the delivered scan is reasonable. Many packages turn up with a neighbor or in a mailroom in that time.
Can I file a carrier claim for a delivered-but-not-received package?
It is often hard, because the carrier has proof of delivery. Wrong-address deliveries are the exception: ask the carrier to recover the parcel and file if it does not turn up.
How do I avoid chargebacks from these claims?
Reply fast and give the customer a clear next step. Most item-not-received chargebacks happen when customers cannot get an answer from the store.
Part of our guide: Order protection →