When an international marketplace package fails to arrive, you need to act quickly and follow a clear set of steps.
This guide explains what to do if your package never arrives by helping you verify delivery timelines, read tracking, and spot carrier delays or seller reliability issues.
You will also learn how to use buyer protection, file the right dispute, and keep evidence that supports a refund or replacement.
Confirm Whether It’s Late or Truly Missing
International tracking can pause during cross-border handoffs, so “late” is not always “lost.”
Use these checks to decide whether to wait, contact support, or start a dispute.
- Compare delivery dates: Check the estimated delivery, the latest delivery date, and any delivery guarantee on the order page.
- Review the shipping method: Economy or untracked options may have longer scan gaps and slower update times.
- Check the last tracking scan: Note the last location, date, and whether it reached your destination country.
- Look for exception statuses: Updates like held, failed delivery, or undeliverable usually require action.
- Watch for return movement: “Returned to sender” or travel back toward the origin often explains a non-arrival.
Do Quick Local Checks First
Some packages are marked delivered but left nearby or accepted by someone else.
These quick checks can help you recover it quickly and provide clear evidence if you need to escalate.
- Check common drop-off points: Look at the mailroom, front desk, guardhouse, parcel lockers, and any “safe place” areas.
- Ask people nearby: Confirm with family, roommates, neighbors, or building staff who may have accepted it.
- Review delivery proof: If available, check the photo proof, delivery notes, and the delivery time shown in the tracking.
- Search around your address: Inspect entrances, side doors, and nearby units where couriers sometimes misdeliver.
- Document what you find: Take quick photos/screenshots and note dates so you have evidence for the seller or platform.
Contact the Carrier the Right Way
The carrier can confirm the last scan, explain any exceptions, and let you know whether a delivery attempt was made.
A short, structured request helps you get a clear answer faster.
- Prepare key details: Have your tracking number, recipient name, full address, phone number, and order date ready.
- Ask for the last physical scan: Request the exact location, date, and what the scan means in their system.
- Confirm delivery attempts and proof: Ask if there was an attempt, where it was left, and what proof of delivery they have.
- Request a trace or investigation: If scans stopped or “delivered” doesn’t match reality, ask to open a trace and get a case number.
- Document everything: Save agent names, timestamps, and reference numbers as evidence for your dispute.
Contact the Seller With a Clear Timeline
A clear message helps the seller respond faster and creates a record you can use for buyer protection.
Keep everything on-platform and stay aware of the delivery and dispute deadlines.
- Start with the timeline: List the order date, ship date, latest delivery date, and the last tracking update.
- Attach simple evidence: Include tracking screenshots and note what you already checked (mailroom, neighbors, carrier).
- Ask for a specific outcome: Request a clear update, a reshipment, or a refund based on the platform’s policy.
- Avoid off-platform handling: Don’t accept requests to move to private chat or pay extra outside the marketplace.
- Watch for stalling tactics: If the seller asks you to wait but your protection window is closing, prepare to open a dispute.
Use Marketplace Buyer Protection and Dispute Tools
Buyer protection is your main safety net when an international order doesn’t arrive.
Act before the deadline and submit evidence that matches the platform’s dispute rules.
- Check the deadlines first: Confirm the latest delivery date, buyer protection end date, and any appeal window.
- Pick the correct dispute reason: Use item not received, delivered but not received, stuck in customs, or returned to sender.
- Submit clean evidence: Upload tracking screenshots, carrier replies, address confirmation, and on-platform message history.
- Keep communication on-platform: Reply inside the case so every update is logged for support review.
- Escalate if needed: If the seller stalls or the case isn’t resolved, use the platform’s escalate option before time runs out.
Know Your Deadlines
Deadlines decide whether you can still get a refund or replacement when an international order doesn’t arrive.
Check them early so you don’t lose buyer protection while you wait for updates.
- Latest delivery date: The platform’s cutoff for when the order is considered late, often tied to dispute eligibility.
- Buyer protection end date: The final day you can open or escalate a non-delivery claim.
- Dispute window: The time limit to file “item not received” or “delivered but not received” after the delivery period.
- Appeal or escalation window: A shorter period to escalate the case if the seller’s response is not acceptable.
- Payment provider timeline: If you may need a chargeback, note your bank’s filing deadline and keep your evidence ready.
Handle Common International “Stuck” Scenarios
Many “missing” packages are not lost, but held up by customs, duties, or failed delivery attempts.
Use the steps below to resolve the hold quickly and avoid a return or missed deadline.
- Check for customs hold signals: Look for statuses like held, awaiting payment, or documentation required.
- Complete the required action fast: Pay duties/taxes or submit requested ID details through the carrier or broker.
- Watch for failed delivery attempts: If you see attempted delivery or undeliverable, confirm your address and request a re-delivery.
- Handle “returned to sender” correctly: Ask the seller or platform whether they will reship or issue a refund once it returns.
- Keep buyer protection in mind: If the hold drags on and deadlines approach, open a dispute with your tracking evidence.
Escalate When Support Fails
If the carrier and seller cannot resolve the issue, you need a stronger path to protect your payment.
Escalate in a way that matches deadlines and keeps your evidence clear.
- Escalate within the platform first: Use the dispute “escalate” option if the seller stalls or responses are unclear.
- Ask for a final carrier update: Request a written note or case result from the carrier that confirms non-delivery or an open investigation.
- Move to your payment provider if needed: Consider a chargeback only when buyer protection fails or deadlines are close.
- Keep a clean timeline: Save dates for order, shipment, last scan, seller messages, and dispute actions as evidence.
- Avoid duplicate claims at the same time: Don’t open overlapping cases unless the platform or bank instructs you to.
Prevent the Same Problem Next Time
Most non-delivery issues can be reduced with better seller checks and safer shipping choices at checkout.
Use these habits to improve delivery reliability on international marketplaces.
- Choose more reliable sellers: Check recent reviews for delivery outcomes, consistent ratings, and clear shipping details.
- Pick safer shipping options: Prefer tracked methods and realistic delivery estimates over the cheapest untracked shipping.
- Fix your address format: Use the correct local format, include unit numbers, and add a working phone number for couriers.
- Use secure delivery settings: Select lockers, pickup points, or signature options when available.
- Save proof from day one: Keep order screenshots, tracking updates, and all messages on-platform.
The Bottomline
If your international package never arrives, check delivery dates, confirm tracking, and escalate in order.
Keep your timeline and evidence organized so you can file the correct dispute before deadlines close and protect your refund or replacement.
Take action today by reviewing your order page and tracking status, then start the next step immediately if the shipment is already past the latest delivery date.