What should I do if the package delivery failed?
First, Identify the Failure Reason
The best first step is to check the tracking information carefully to understand why the delivery failed. Common reasons include:
"Delivery Attempted - No Answer" – The courier tried to deliver but couldn't reach you.
"Address Issue" – There's a problem with the shipping address.
"Held at Customs" – The package is waiting for customs clearance, possibly needing more info or payment of duties.
"Returned to Sender" – The package is being sent back to the seller in China.
"No Update for a Long Time" – The tracking shows the package is stuck somewhere.
Understanding the specific reason will guide your next steps.
Your Action Plan, Step by Step
Here are the recommended steps to resolve the situation:
1. Contact Your Local Courier
If tracking status showing ‘delivery failed’, it mostly means the carrier has tried to deliver it to you but couldn’t do it successfully because of the wrong address or you couldn’t be connected through phone. When this happens, most of the carrier would keep the package at the post office for about two weeks. You need to contact the carrier as soon as possible to confirm your address and ask for redelivery. Or, it will be returned back to the sender after two weeks.
2. Contact the Seller
The first and most crucial step is to contact the seller through the official messaging system of the platform you used (like AliExpress, DHgate, or Amazon). Politely explain the situation, share your tracking number, and ask for their help to resolve it. Sellers are often the most effective point of contact, as they can initiate inquiries with the shipping company on your behalf.
3. If Contacting the Seller Fails
If the seller doesn't respond or can't help, your next step is to open a formal dispute on the platform. Here are the dispute rules for some major platforms:
AliExpress: You can typically open a dispute if your package hasn't arrived within the seller's promised delivery time, and it's been at least 10 days since the order was shipped.
DHgate: The timeframe to open a dispute depends on the shipping method. For China Post, you can open a dispute between 10 and 90 days after the seller ships the order. For faster services like EMS or SF Express, the window is between 7 and 90 days. Be sure to check your specific platform's policy.
In a dispute, you'll need to provide evidence. Take screenshots of your order, the failed delivery tracking information, and any communication you've had with the seller. This will support your case for a refund.
4. Legal Recourse
If all else fails, you could consider legal action. According to Chinese law, the seller is responsible for delivering the goods as agreed. If they fail, you have the right to demand performance of the contract, a refund, or compensation for your losses. However, this is usually the most time-consuming and complex option.