Order receipt
Delivery: delay, unreceived package or damaged product
The carrier tracking is a useful clue, but the order links you first to the seller. A precise chronology allows you to distinguish between delay, absence of delivery, damage and content error.
Quick response
Essential in a minute
Note the announced date, keep track and check the address. If the package does not arrive, write to the seller and request delivery within a reasonable additional time when this step applies. At reception, photograph damaged packaging before opening, check the contents and quickly report the problem in writing.
1. Find the delivery promise
Please take the order confirmation and the offer form to identify a date or time limit. Keep forwarding messages. If no delivery is made on the agreed date, or within the agreed time frame when no date has been specified, contact the seller on a durable medium.
- Original date or time limit retained.
- Address and mode of delivery verified.
- Successive reports recorded.
2. Interpreting the follow-up without limiting itself
A "delivered" status does not always prove that you have received the package. Check the location indicated, neighbours, relay point and any instructions. If the package remains unobtainable, ask the seller to arrange the search or a new delivery.
- Capture of follow-up carried out.
- Place of deposit sought.
- Seller informed in writing.
3. Document status at reception
Before you discard the packaging, photograph damaged faces, label and setting. Compare the contents to the summary, then report damage, missing or errors. Specific reservations describe the defect observed; a general formula provides little information.
- Photos taken before significant manipulation.
- Reference and quantity compared.
- Packaging kept the time of the claim.
4. Make a verifiable request
Indicate the order number, chronology, facts, and expected solution. Only include useful items. If the seller does not respond, the public sources present the steps of notice, mediation, or reporting according to the situation.
- Purpose of the explicit request.
- Nominated and legible pieces.
- Copy of message and date of sending retained.
Compare
Qualifying the delivery problem
| Finding | Main evidence | Calls for consideration |
|---|---|---|
| Delay | Date promised and follow-up | New date or additional period |
| Delivered status, packages missing | Follow-up and address | Search or new delivery |
| Damaged package | Photos before opening | Damage management |
| Incomplete content | Summary and photos | Sending the missing or suitable solution |
Before you continue
Final checklist : Resolve a delivery problem
Check the points you actually checked. Checks stay in this page during the visit; they are not sent to the server. A checked point does not constitute a validation of the merchant.
Guide: Resolve a delivery problem · Révision éditoriale : 17 October 2026.
Frequently Asked Questions
Useful answers
Should I only contact the carrier?
No. The carrier can help locate the parcel, but the seller remains your contact for the proper execution of the order in the general context of a remote purchase.
What if the tracking indicates "delivered"?
Check the address, place of deposit and neighbourhood, then write to the seller quickly by attaching the tracking capture and asking for a solution.
Can I throw away the damaged packaging?
It is better to photograph and keep it until the seller or carrier has indicated that it is no longer necessary for the record.
To check
Reference sources and documentation
This guidance draws on French and European sources. For a cross-border purchase, check the seller’s country, your country of residence and the type of contract. The language of this page does not determine the rules that apply. Consumer rights in the EU — Your Europe.
The editorial update date does not guarantee a new verification of each source. See the references for an individual situation or regulatory evolution.
- Public service — Distance purchase: delivery of the good or performance of the serviceDate, delay, lack of delivery, cancellation and refund.
- SignalConso — Problem when buying onlineInformation and reporting to a professional.
- Your Europe — Consumer rights in the EUScope of consumer rights for purchases in the European Union.
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