Purchases · Order not received
It says “delivered”, but the parcel never arrived
Bring the order, the tracking and the messages together, in order and with their dates, to see whether they contradict each other, and draft a message to clear up the delivery.
- In this browser
- No account
- Free
Before you write, check
Tick what you already have: what is missing appears below.
The case is kept in this browser. You can export it or delete it whenever you want.
Example with made-up details
What a case looks like
What you have, scattered
- Email“Order EJ-58213 confirmed” · 25 Feb 2027 · €24.99
- Tracking“Delivered to letterbox” · 2 Mar 2027, 14:12
- Email from the shop“Your order is in transit” · 3 Mar 2027
- Your note“It was not in the letterbox or at reception”
What you get to review
- 25 Feb 2027Purchase, €24.99confirmation email
- 2 Mar 2027, 14:12Delivery reported: “letterbox”tracking
- 3 Mar 2027The shop says “in transit”email from the shop
- 3 Mar 2027Not receivedyour statement
- Status: Delivery stated by the tracking: 2 Mar 2027. Delivery confirmed by you: none
- Status: Worth adding: the delivery notice or proof of delivery
Draft · Clear up a delivery
To: Recipient pending
Subject: Order EJ-58213 · Clear up a delivery
Hello,
I am writing about order EJ-58213, placed on 25 February 2027, for €24.99.
The delivery is shown as made on 2 March 2027.
I have not received the parcel.
Could you send me the proof of delivery (place, time and any signature or photo) and tell me how we can resolve this?
I look forward to your reply. Thank you.
Example with made-up details. The tracking and the shop saying different things does not mean fraud: it is something to clear up, and the draft asks only about concrete facts.
What you take away
- A timeline of the order with the source of every step.
- What each document says, in order, to see whether they contradict each other; different amounts, order numbers or dates are marked.
- What is missing to ask for clarification: proof of delivery, references, dates.
- A draft to clear up the delivery, which you can edit before you send it yourself.
- The case's follow-up: what they replied and what is still open.
What it does not do
- It does not track parcels or contact the carrier: it works with what you bring.
- It does not decide who is responsible for the loss.
- It does not turn a tracking “delivered” into a delivery you received.
- It does not replace a formal complaint if you come to need one.
Your data stays in this browser
The case, its documents and the drafts are kept in this browser's storage, on this device. Nothing is uploaded to a server and no account is needed.
It is not a backup: if the browser's data is cleared, or this is a private window, it goes. Export the case to keep a copy elsewhere, and delete it whenever you want.
Usage figures count actions, such as “case created”, never what you type or upload.
Questions people ask
Do I write to the shop or the carrier?
You bought from the seller, so they are the natural first recipient of the message; who is responsible for what depends on the country and the terms of the purchase. The draft is addressed to the seller, or with the recipient pending if you have not entered one, and you can edit it for the carrier; when you mark it as sent, note whom you wrote to.
The tracking has a delivery photo
Keep it in the case as a document. If the photo is not of your door, it is a fact to clear up, not proof of anything on its own.
I bought on a marketplace
The case keeps the seller, which you enter, apart from the marketplace where you bought. You record both.
What if the parcel turns up?
Note it, close the case with that reason and keep the timeline in case you need it.
Where to ask about your rights
- Your Europe: consumer rightsOfficial European Union information on shopping, returns and guarantees in the EU.
- European Consumer Centres Network (ECC-Net)The centre for each EU country, Norway and Iceland, for example for a purchase from a trader in another of those countries.
- Citizens Advice: consumerGuidance if you live in the United Kingdom.
- Centro Europeo del Consumidor en EspañaThe European Consumer Centre for Spain (in Spanish).
These organisations have no connection with SyntaxFlow. Choose the one that matches where you live and where the seller is: the language of this page does not decide your country. Elsewhere, look for your country's consumer authority.
Other situations
You returned something and the refund has not arrived
You returned an item and the refund has not arrived. Gather the confirmation, shipping receipt and amounts, see what is missing and ask for confirmation.
All the evidence of a purchase, in one place
Invoices, emails, screenshots and tracking in one case: every fact with the document it comes from, what is missing, a timeline and a tidy export.
Back to purchases
Choose what happened and start your case: a timeline with the source of every fact, what you are missing, a draft for the seller and what is still pending.