Seller Message: Buyer Says “Not Received” (Delivered Tracking)

Hi [Buyer name],

Thanks for your message — I’m sorry to hear you haven’t received the parcel.

According to the tracking, the parcel is marked as delivered:

• Order number: [Order number]
• Item: [Item title]
• Tracking number: [Tracking number]
• Delivered date/time: [DD Month YYYY, time]
• Delivery address (as provided): [Delivery postcode / address summary]

Before we escalate it, could you please confirm:

• The full delivery address used on the order (including flat number/building name if relevant): [Confirm address]
• Whether you’ve checked safe places (porch, shed, bins, behind gate) and with neighbours/reception/concierge
• If you’ve received any “left in safe place” note or photo from the courier (if available)

Next steps I will take:

• I will contact the courier to request proof of delivery (photo/GPS/driver notes) and open an investigation.
• I will update you by [DD Month YYYY] with what the courier confirms.

If the parcel cannot be located after the courier investigation, we can resolve it by:

• [Replacement (if available)], or
• [Refund], depending on the outcome and what’s possible.

Please reply with the address confirmation and anything you’ve found (e.g., building reception logs), and I’ll get the investigation started immediately.

Kind regards,
[Your name / shop name]