Delivered-not-received (DNR)

Delivered-not-received (DNR): A claim that a package marked as delivered by the carrier never reached the customer, often caused by misdelivery, a neighbor or theft.

What causes DNR claims?

Misdelivery to a neighbor or the wrong address.
Early scans, where the package arrives a day later.
Theft after delivery, also called porch piracy.
Occasionally, false claims.

How should you handle them?

Ask the customer to check with neighbors, household members and the mailroom, and allow a day or two; many packages turn up. Check the delivery photo and location. Then follow your written policy: resolve protected orders, and decide others case by case while watching for repeat claims.

Example

Tracking says “delivered” but the customer has nothing. The next morning a neighbor drops the parcel off; it had been left at the wrong door.

Read what to do when a package is lost, the order protection guide, and see Sam Shipping Protection.

Learn more: Order protection guide → · INR chargeback · Porch piracy · Proof of delivery