What to do if content is missing or not all packages in your shipment have arrived

You receive the package, open it and notice that something is not right: an item is missing, the contents are incomplete, or the shipment included several parcels and only some of them have arrived. It is an inconvenient situation, but the sooner you gather the right information, the easier it will be to review the case.

In this guide, we explain what to do if content is missing from your shipment or if not all parcels have arrived. The aim is to help you organise the information, keep the appropriate evidence and know when to contact customer service.

Quick summary

If content is missing or not all parcels have arrived, keep the packaging, check the label, take photos of the outside, inside and items received, check the tracking and contact customer service or the store depending on the origin of the shipment. The clearer the information, the faster we can review the case.

First: check whether it was a shipment of one or several parcels

Before submitting a claim, it is advisable to confirm whether the order was meant to arrive in one package or several. Some stores split orders into different parcels, and they may arrive at different times.

• Check the order confirmation email.
• See whether the store indicates multiple packages or tracking numbers.
• Check whether each parcel has its own code or reference.
• Check the tracking to see whether there are more packages in transit.

What to do if content is missing from the package

1. Do not throw away the packaging. Keep the box, envelope, internal protective material and shipping label.
2. Take photos of the sealed package if you still have it, as well as of the opened package.
3. Photograph the inside of the packaging and the contents received.
4. Make a note of which items you expected to receive and which ones actually arrived.
5. Check whether the store split the order into several shipments.
6. Contact the store or us depending on the shipping instructions and the type of issue.

What to do if the shipment included several parcels and not all have arrived

When a shipment consists of several parcels, it is important to identify which part is missing. A missing item inside a box is not the same as one of the packages not arriving at the collection point.

Situation

What to check

What to prepare

An item is missing from the package

Order, delivery note, contents received

Photos of the inside, outside and label

A complete parcel is missing

Tracking numbers and delivery notifications

References for all parcels

A different package arrived

Label, sender and contents received

Photos of labels and the product received

The package appears to have been tampered with

Seals, damage, tape and packaging

Photos of the packaging before disposing of it

Which photos you should keep

Photos are very helpful when reviewing a missing-content issue. Try to ensure they are clear, well lit and do not crop important parts.

• Photo of the complete shipping label.
• Photo of the outside of the package.
• Photo of the inside of the package and the protective material.
• Photo of all items received.
• Photo of any damage, opening, added tape or overlapping label.

When to contact the store and when to contact InPost

If the issue is related to the contents of the order, the store or marketplace may need to check what was prepared and which items should have been included. If the issue is related to transport, the condition of the package, the label or delivery, contact us so we can review the shipment.

If in doubt, prepare all the information and explain the case simply: what you expected to receive, what you actually received, whether items or complete parcels are missing, and what the tracking shows.

Common mistakes to avoid

• Throwing away the box before taking photos.
• Not keeping the shipping label.
• Combining several different orders in the same claim.
• Not checking whether the order was split into several parcels.
• Waiting too long to report the issue.

Checklist for managing the issue

1. Tracking number.
2. Photos of the package and contents.
3. List of expected and received items.
4. Order or purchase reference.
5. Screenshot of the tracking if it shows several parcels or different statuses.
6. Sender or store details, if applicable.

Frequently asked questions

What should I do if content is missing from my shipment?

Keep the packaging, take photos of the package and the contents received, check the order and contact the store or customer service depending on the case.

What should I do if my shipment included several parcels and not all have arrived?

Check whether each parcel has a different tracking number. Review the notifications received and prepare the references for the packages that have arrived and those that are missing.

Should I throw away the packaging if content is missing?

No. It is best to keep it until the case has been reviewed, as the label, the condition of the box and the inside may help clarify what happened.

What information helps review the case?

Tracking number, photos, order reference, description of what was received and details of what is missing.

The clearer the case, the easier it will be to help you

If content is missing or not all parcels have arrived, the important thing is to act methodically: keep the packaging, take photos, check the tracking and gather the order details. With this information, we can better review what happened and advise you on the next step.