You’re waiting for a package, but it just hasn’t shown up. Once you check back on your Amazon account, you see that it’s been deemed “lost”. It’s definitely upsetting to receive a message that your package from Amazon may be lost.
Even with all of the modern tracking technology, it can happen. There are several reasons a package may appear lost.
Sometimes this means the package is truly lost; other times it just may not have arrived yet. Find out why this may have happened, and how you can remedy this situation by reading on.
Why Does Amazon Say Your Package May Be Lost
Here are a few reasons your Amazon package may be considered “lost”:
1. Your Package Was Not Delivered to You Within 48 Hours as the Company Expects
Amazon prides themselves on typically delivering their packages within 48 hours or even sooner. You should receive an “expected delivery date” after placing your Amazon order.
Since this is not a guaranteed delivery date, there is some flexibility to account for a number of issues that could occur. Many companies are struggling with shipping delays that are outside of their control.
Amazon may decide after the 48 hours that a package could be lost and, therefore, record it as such. This may be a reason why your package is considered lost.
2. Amazon Doesn’t Know Where the Package Is Due to No Tracking Data
Tracking data should be recorded in real time if it is being scanned as it arrives and leaves each step of the shipping process.
One possibility that a package could be marked lost is that there was a delay in the tracking data being recorded in the tracking system. It can take up to 48 hours in some situations for the data to appear in the system.
This could cause confusion about the status of the delivery and ultimately, end up with a package that is considered lost.
Other reasons for no tracking data can include the fact that the first scan for the package may not happen until it reaches the regional hub near the destination. Once this scan happens, the carrier can then acknowledge receipt of the package.
Sometimes, especially during high shipping times of year, this happens with more frequency.
Related to this is that a few packages may not be scanned for the first time until they are actually delivered. If that is the case, there may be no data until after you have received the package at your house.
Another issue may be that the order is not trackable. For example, Standard International shipments are not trackable. Marketplace sellers may not provide tracking information. This would mean that you aren’t able to see where your package is at during its journey due to lack of tracking.
If you purchased a gift for another person and had them provide their shipping address during the checkout process, you won’t receive the tracking information.
3. The Delivery Company Isn’t Notifying Amazon About the Delivery
Amazon relies not only on Amazon company drivers, but also a fleet of third-party delivery services to deliver their packages.
Amazon uses the help of FedEx, UPS, and the United States Postal Service to deliver their packages. If a third-party forgets to scan the tracking number, you will not receive any updates on where your package is.
Not only will you not know about your package but neither will Amazon. This may also, in turn, trigger a lost package notification.
4. Tracking information Was Not Correctly Added, Therefore, Your Order Couldn’t Be Listed As Confirmed and Shipped
One such reason could have happened at the start of your package’s journey. It’s possible that the tracking information was added incorrectly. Without the proper tracking information, the package can’t be scanned to know its whereabouts.
These scans are how your package is able to be traced. If the tracking information is incorrect, there will be no way to know if it was shipped or confirmed.
After a few days of waiting to see if your package arrives, if Amazon doesn’t receive any type of confirmation, your package will be marked as lost.
5. Amazon Decided to Use a Shipping Partner as Opposed to Delivering the Order Themselves
Sometimes if you want a job done right, you just have to do it yourself. Amazon is more vested in you receiving your packages than their shipping partners.
Though they use reliable third-party shipping companies, there are just some things that Amazon has more control over if they are completing the shipping of the orders. The good news is that Amazon ships out around 67% of their orders.
6. The Driver Is Being Slow
It could just be a slow, cautious driver. Or maybe the driver isn’t worried about how much they deliver, as they are being paid by the hour. Nothing much can be done to speed up this situation.
7. There’s A Delay In The Shipping Process
Delays can be due to a breakdown in the shipping process. Some of these delays can include shipping delays that have to do with customs if products are coming in from other countries.
High volumes of shipping can slow down the shipping process. More packages to deliver without an increase in staffing is cause of shipping delays. Technology malfunctions can also result in a delay in the shipping process.
If the necessary technology is not working to keep packages moving, then it is nearly impossible to have them arrive on time. Likewise, if a vehicle breaks down during deliveries, then the packages will be late.
All of these reasons lead to delays in shipping, which in turn, can cause additional issues that lead to lost packages.
8. There are Too Many Packages to Deliver That Day
It’s possible that the delivery driver was sent out with a large number of packages. During peak shipping times, especially around the holidays, this may occur with frequency.
Though sometimes it may appear like a delivery driver does not have many stops, if they have a large quantity of packages for each of the stops, it will take them longer to complete their deliveries. For that reason, it may happen that the delivery which is scheduled could be delayed.
9. There’s Traffic, and It’s Causing A Delay
There are many factors that can cause a delay and few are probably as frustrating for the delivery person than traffic. Traffic delays can happen in large cities if it is rush hour.
It’s possible in other areas that construction work can cause for extreme traffic backups, especially if there is only one lane with a wait to pass. Accidents can also cause traffic resulting in a delay.
Accidents can also create unexpected detours for drivers. Other traffic issues can revolve around the weather. If there is any type of extreme weather, it could have traffic moving slower.
These traffic delays can cause the driver to arrive late or not at all. Depending on how long the delay in regards to the expected shipping date, Amazon may assume your package is late.
Amazon Your Package May Be Lost, But It Was Delivered?
This is probably the best-case scenario. Just as you thought you wouldn’t receive your package, it magically shows up at your door! Was it magic or was it due to some other outside force.
1. Delivery Company Didn’t Update Amazon, But They Still Delivered It
Whether it’s an honest mistake or the fact that the company is just rushing through deliveries, sometimes a scan gets forgotten.
If the delivery driver forgot to scan the package after dropping it off, Amazon will probably mark it as lost. This happens because Amazon does not realize that the delivery company has actually delivered your package.
2. Driver Didn’t Update Amazon That They’ve Delivered It, So Amazon Thinks It’s Late
Amazon uses several companies to help it ship items to your location. Companies such as FedEx, USPS, and UPS all bring Amazon packages to you. Each company has different ways of handling their tracking processes.
However, the most important step in tracking is logging that the package has made it to its final destination. In a hustle to continue delivering packages, some drivers may forget to scan the tracking information upon dropping off the package.
This quintessential scan is exactly how Amazon receives a confirmation that the package made it to its destination. Without it, Amazon might think the package is late.
Worse yet is after a few days, Amazon might assume the item you are now enjoying, is completely lost. If this is the case, it would be helpful to contact Amazon to let them know you have received the package you were waiting for.
What to Do When Amazon Says Your Package May Be Lost?
Here are some suggestions of how to proceed if your Amazon package is lost:
1. Contact Amazon Support
If you haven’t received a notice that your Amazon package is lost, but you still have not received, you can reach out to Amazon support.
To do this:
1. Log into your Amazon account.
2. If on a computer, select “Your Account and Lists”.
3. Next you will select “Customer Service” where you can scroll down to find help topics. You can also live chat with a customer service representative.
On your mobile device, you will need to make sure you are logged into your Amazon app. After logging in, you will click your profile on the bottom of the screen, represented by the outline of a person. Next select “customer service”.
You can see a list of the most recent orders. If the item you are missing is in the list, you can click on it and choose an appropriate response such as “says delivered, but it’s not here”.
From the “customer service” area, you can continue to scroll down to a section that includes “help with a different item” or “get help with something else”.
Just like on a computer, you can also choose to live chat with a customer support representative to help you resolve your issue.
2. Wait For Delivery to Arrive
Waiting for a package is difficult, especially if it’s something you really want. Remember that the expected or estimated delivery date is just that.
With all of the possible delays and other factors slowing down the shipping process, it is necessary to wait two days longer than the expected or estimated shipping date before contacting Amazon. If those two days have passed, go ahead and reach out.
3. Contact Courier
Even though you ordered your package from Amazon, delivery may not be with Amazon. As Amazon uses FedEx, UPS, and USPS, you should first check who your package shipped with.
To do this:
1. Go to your orders in your Amazon account.
2. Select the shipment you are trying to get information for.
3. Next you will need to click on track shipment. It will indicate which company is shipping the order.
If the delivery service is not Amazon, you should reach out the company responsible for delivery. There may be notes from a driver that Amazon can’t obtain. This information can help you determine how to proceed.
If the courier did not receive the package, then you should request a refund through Amazon.
If the courier stated that the package was delivered, you may want to determine if it’s possible that the package was stolen. Hopefully, the information that the courier has will provide you with a better picture of how to proceed.
4. Request a Refund
To request a refund:
1. Log into your Amazon account.
2. Go to your account and select “Your Orders”.
3. Click on the item that you would like a refund for by clicking “return or replace item”.
4. You could also double check your tracking here or “get product support” if you need any other help.
Amazon also has live chat options for you if you need additional support or have other concerns or questions.
5. It Might Turn Up Late In The Day
Some shipping companies have relatively late shipping hours. Some ship through 9-10 p.m. Give the entire day a chance to pass before contacting Amazon.
If after 9-10 p.m. you want to reach out, it’s safe to assume that the package is not going to arrive, especially if you are beyond the two extra days of waiting.
6. Contact the Seller You Bought From
Amazon has many third-party sellers you can purchase products from. Go to your profile and select “Your Orders”. Find the item on the list that you purchased from a third-party seller. Select “Problem with Order”. There you will see topics you can select from to identify why you are contacting the seller. Finally click “Contact Seller”.
When reaching out to third-party sellers, you should allow two days for the seller to respond. Many sellers will reply in a shorter timeframe. If you don’t hear back from the seller, you can look into the A-to-Z Guarantee to see if you qualify for a refund.
The A-to-Z Guarantee protects the seller and buyer in areas including timely delivery. Refunds could be issued for a number of issues. One such problem could be that your item has not arrived.
Before you can proceed with this refund, you must wait three days after the expected delivery date.
Another situation in which you may qualify for a refund under the A-to-Z Guarantee is if your item hasn’t arrived, but your tracking information states that it was delivered. You will make a claim directly with Amazon for products that qualify for the A-to-Z Guarantee.
Some third-party sellers have different agreements with Amazon Prime. For example, some sellers participate in customer service with Amazon, so one of the customer service representatives from Amazon will be able to help you.
Also, some seller’s listings qualify for Amazon Prime and the Amazon customer service representatives will be able to help you with this type of purchase.
Your Package May Be Lost: Should You Request Refund?
Here are some suggestions for how to handle requesting a refund if it is appropriate.
1. If Your Package Was Delivered Eventually, Don’t Request A Refund
If your package was considered lost, but it eventually does show up at your door, you should not request a refund. Even if it is late, it did still arrive as ordered.
It would be beneficial for you to contact Amazon, so that they know you have received your package that was previously marked as lost.
2. Wait Until The End Of The Day Before You Request A Refund
First off, you should make sure that 48 hours have passed after the expected delivery date. If those extra 48 hours have actually passed, but it is early in the day, you should consider waiting until the end of the day.
Some of the delivery services will deliver packages as late as 9 or 10 p.m. If you happen to wait until after these late deliveries, you can then go over the Amazon and begin a request for a refund.
If you turn in before the late delivery could be made, maybe wait until the next morning to request the refund.
3. Contact Courier Before Requesting Refund
Even though you ordered your package from Amazon, delivery may not be with Amazon. As Amazon uses FedEx, UPS, and USPS, you should first check who your package shipped with.
To do this:
1. Go to your orders in your Amazon account.
2. Select the shipment you are trying to get information for.
3. Next you will need to click on track shipment.
4. It will indicate which company is shipping the order.
If the delivery service is not Amazon, you should reach out the company responsible for delivery. There may be notes from a driver that Amazon can’t obtain. This information can help you determine how to proceed.
If the courier did not receive the package, then you should request a refund through Amazon.
If the courier stated that the package was delivered, you may want to determine if it’s possible that the package was stolen. Hopefully, the information that the courier has will provide you with a better picture of how to proceed.