Selling & Business Models
What should I do when a customer says an ecommerce order never arrived?
The short answer
Treat the report as a delivery problem to investigate, not an accusation. Acknowledge it quickly, verify the order and tracking, help the customer check ordinary delivery locations, open a carrier trace or claim when appropriate, and give a clear resolution date.
Work through one calm checklist
- Confirm the order number, complete address, item, ship date, service, and tracking.
- Read the full scan history. “Label created” is different from carrier acceptance. “delivered” is different from “in transit.”.
- Ask the customer to check household members, front and side doors, parcel lockers, reception, neighbors, and any carrier delivery photo.
- Confirm whether a short wait is reasonable for the service and location. Do not hide behind endless “give it another day” replies.
- Contact the carrier or fulfillment partner and note the case number, evidence, and claim deadline.
- Tell the customer exactly when you will follow up and whether the next step will be replacement, refund, or another agreed resolution.
If you bought eligible labels through Shopify, its shipping-claims guide explains that missing, late, or damaged shipments may have carrier or insurance claim processes. Shopify's separate shipping-insurance page describes the claim workflow for eligible insured labels. Deadlines and evidence vary by carrier, so open the current carrier-specific instructions immediately.
If tracking says delivered
Compare the timestamp, delivery location, signature, and photo with the address. Ask the carrier for geolocation or delivery details if available. Keep the tone supportive: “I can see why this is worrying. I’m checking the delivery scan now.”
A delivered scan is evidence, not a reason to end the conversation. Decide how you handle porch theft, misdelivery, and high-value orders before they happen. Signature, pickup, or insurance may be sensible for some products.
If tracking never moved or stopped
Check whether the supplier created a label but failed to tender the parcel. Open a trace, then resolve with the customer on the timeline promised in your policy. Your carrier reimbursement can be a separate back-office matter. The customer should not wait indefinitely for two companies to argue.
Keep the evidence needed for a claim
Save the invoice or cost proof, shipping label, tracking, customer messages, package description, and any photos or declaration required. Shopify's carrier instructions show that claim windows and proof vary, which is why one generic “lost package” rule is risky.
Applicable delivery and refund rights vary by country and state. Check the rules where you and your customers are located and use qualified local advice for disputed, recurring, or high-value cases.
Afterward, record the route, carrier, product, value, outcome, and cost. Repeated losses on one route may justify a different service or delivery promise. If your platform supports self-service tracking and return tools, configure them carefully. Shopify summarizes those capabilities in its fulfillment-features overview.
WAHMN's Business Blueprint Launch System can help you turn customer-service exceptions into reliable store procedures.
Sources and further reading
- Shopify Help: Submitting Shipping Claims
- Shopify Help: Shipping Insurance
- Shopify Help: Fulfillment and Shipping Features
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