Resources · Guide
The lost-order guide
What to check before treating an order as lost, what information a review usually needs, and how that process tends to unfold.
What generally counts as lost
An order is usually considered potentially lost when tracking shows no movement for an extended period, tracking stops updating altogether, or the carrier confirms the shipment cannot be located. A single missed delivery date on its own is more often a delay than a loss — see the delayed-order guide if that better describes your situation.
Before you report an order lost
It is generally worth allowing a reasonable margin past the expected delivery date before treating an order as lost, and checking with the retailer or carrier directly where possible, since some issues resolve without further action. The specific waiting period that applies to your order is set out in the order-protection terms.
Preparation checklist
- Confirm the last tracking update and the date it stopped.
- Check with anyone else who might have accepted the delivery, if applicable.
- Contact the carrier or retailer to see if they have additional information.
- Gather your order confirmation and delivery address details.
- Note whether the item was marked as delivered despite not arriving.
Information typically requested
A submission about a lost order generally asks for the order reference, the retailer, the delivery address, the last known tracking status, and a description of what you have already done to try to locate the shipment. Screenshots of tracking information can be helpful if you choose to provide them.
Common mistakes
- Reporting an order lost immediately after a single missed delivery estimate.
- Not checking with neighbours, building management, or household members first.
- Leaving out the last tracking update, which reviewers typically rely on.
- Submitting duplicate requests for the same order, which can slow review.
Important limitations
Next action
Check your order's current status first, or go straight to submitting a claim if you already have the details.
Related terms: Order-protection terms · Claims terms