While rare, there are occasions on which recipients claim that they have not received an order even though the tracking URL states otherwise, often because of theft or the carrier leaving the package in a public lobby or space.
Unfortunately, we do not have recourse in these situations and our Lost in Transit Policies go into detail about when we can deem an order "lost in transit" and file a claim.
If the tracking states "Delivered," we cannot file a claim.
If the tracking states "ARRIVAL AT DESTINATION COUNTRY - END OF TRACKING, DELIVERY SHORTLY" or a similar message, this is effectively the same as being marked as "Delivered," as sometimes the end carrier does not have the capability to make a final update to the tracking to show "Delivered."
What can you do?
You can require a signature by the recipient through the ShipBob dashboard for any UPS or USPS order for an extra cost of $2.55 per package for DHL and USPS and $4.50 for UPS. To do so, please go to the orders detail page and click "More," then "Add signature required."
Additionally, you can contact the postal carrier directly to launch an investigation to see if there is any further recourse. Make sure to have the tracking number handy to launch the investigation. Please see below for links to each of our carriers' customer service portals: