– What to do if you don’t receive your Amazon Order –
You’ve ordered something on Amazon and you’re waiting excitedly for your package, so you’d receive your order when it arrives? When weeks go by with your Amazon order not received, what do you do?
Amazon has an excellent track record of getting orders to customers in record time. But problems always happen. And when they do, you need to know how to quickly resolve the issue. Thankfully, Amazon offers lots of resources to help out in this situation.
If your Amazon order has been in a processing status for a long time and has not been delivered, there could be several reasons.
3rd Party Seller Delivery Times
One of the most common reasons a delivery can take longer than usual is if you’ve bought an item where delivery isn’t fulfilled by Amazon.
If a 3rd party seller (an Amazon Marketplace seller) is fulfilling the order, you may experience extended shipping time. This shouldn’t be a surprise when you place your order, since the estimated arrival date appears just under the price.
If the delivery date goes beyond the estimated date, you can select Contact Seller on your order detail page and ask about the status of your shipment.
If the order is eligible for Amazon Prime (again it would have stated this on the order page), then you can contact Amazon Customer Service to ask about why your Amazon order hasn’t been received yet.
Amazon Is Prioritizing Certain Items
In times of national crisis where Amazon’s delivery services are stretched thin, you may notice that your orders stay in “Pending” status longer than expected.
This was the case during the COVID-19 pandemic of 2020 when Amazon experienced a dramatic increase in online shopping orders.
During that time period, Amazon prioritized items like household staples, medical supplies, or other critical items. This led to other items experiencing extended delivery times.
Natural Events Preventing Delivery
Another issue that can affect Amazon deliveries is during a regional crisis. For example, hurricanes, tornadoes, power outages, and ice storms can all impact the ability of delivery services to bring packages to your doorstep.
Amazon recommends estimating an increase of 2 to 3 business days if you live in an area expecting these kinds of service delays.
You should see this new delivery date on your order status page if this is the case. If not, contact Amazon Customer Service to confirm.
Amazon Order Delivered But Not Received
If your Amazon order status states “Delivered” but you haven’t received the package, there could be a number of legitimate reasons for this.
Items can be returned back to Amazon as undeliverable under the following circumstances.
Small P.O. Box: Your delivery address is a P.O. box that’s too small for the package.
Incorrect Address: If the delivery address is missing an important piece of information, like apartment number.
Previous Address: You mistakenly chose your old address as the delivery address.
Insecure Location: Your house or apartment isn’t a safe place to leave a package, either facing threat of weather or a hidden location where the package is easy to steal.
Unable to Access: If a delivery requires going through a buzzer or security gate and the delivery driver can’t access your apartment or house to make the delivery.
Penitentiary: Penitentiary restrictions don’t allow the delivery to complete.
Failed Delivery Attempts: Packages worth more than $1300 require a signature and after three failed attempts, the delivery driver was not able to obtain one.
Transportation Problems: Sorting issues or label damage could cause the delivery to fail.
Refused by Recipient: If someone at the address wasn’t expecting a package and refused delivery.
Any one of these situations could have caused the delivery to fail. In these situations, the package will be delivered to Amazon and you’d be issued a refund.
Usually, you’ll see one of the above statuses on your order status page, and you’ll need to wait for the package to arrive back at the Amazon location to get your refund.
What You Can Do
Amazon issues guidelines for precisely this type of situation. Some of them might seem obvious, but they’re still essential to tick off:
Check the shipping address was correct on your order.
Look for a notice of attempted delivery.
Check the vicinity of the delivery location.
Check with your neighbors.
Do you have Amazon Locker?
Look in your letterbox; some deliveries use multiple carriers, including the regular postal service.
Wait 36 hours. Sometimes packages may show as delivered while still in transit.
If 36 hours have passed and there is still no sign of your delivery, you need to contact Amazon directly. Log in to Amazon and go to Help > Browse Help Topics > Need More Help > Contact Us.
You should see all your recent orders on the screen. Click on the order you’re having problems with, and scroll down the page. In the dropdown menu next to Select an issue, choose Where’s My Stuff.
Then, in the menu next to Select issue details, choose Tracking shows delivered but item not received.
The site will give you the choice of reaching out via email, phone, or live chat. Amazon will investigate the case and ultimately issue a refund.
Actions To Take With Amazon Or The Seller
What do you do if your Amazon order was not received? You aren’t out of luck. There are several actions you can take to find out where your package is.
Click Seller Link And Ask a Question
On your order status page, you can see a link to the seller page next to “Sold by” under the item title. On the seller page, you’ll see a number of options.
You can select “Ask a question” and post a question about your item directly to the seller.
You can also select Returns & Refunds, Shipping, Policies, or Help links to get more information about shipping, refund, and return policies. Also, you may find some additional customer service links to contact the seller.
Cancel Or Change Shipping Speed
If you don’t want to deal with all of the hassles at all, you can just go back to the order status page and select Cancel items to cancel your order. This is only possible if the order status doesn’t show “Delivered” yet.
You can also change the shipping speed to get the item sooner. However, this will only work if the status doesn’t show Delivered and if the item hasn’t already been shipped by the seller.
This is usually the case if the status still shows Pending.
Why Is Buying “Fulfilled By Amazon” Safer?
One of the best ways to protect yourself is by trying to buy items on Amazon where the delivery is “fulfilled by Amazon”.
On a third-party seller page, you will see this under the Shipping tab. The information here should report that “This item is Fulfilled by Amazon.com”.
What Does this Mean?
If an item delivery is fulfilled by Amazon, that means third-party sellers store their products at the Amazon fulfillment centers.
Amazon staff handles the packing and shipping of the item to you. This also means that the shipments are guaranteed by Amazon to be delivered on the date listed on the order page. It also means Amazon Prime customers can get free shipping.
How do you know if an item is fulfilled by Amazon when you’re buying? You’ll see this under the Add to Cart section.
This shows who the seller is and whether the shipment is going to be Fulfilled by Amazon. If you see this status, then all of Amazon’s delivery guarantees and protections apply to the order.