Muviber logo
Sell

The parcel has not arrived

If the parcel does not arrive, check tracking, delivery attempts and the address, and use the transaction flow without confirming receipt.

If the parcel has not arrived, do not confirm delivery and do not rely only on the date you originally expected.

Check, in order:

  1. the latest tracking status;
  2. any delivery attempts, collection points or carrier instructions;
  3. that the address shown in the transaction is the one expected;
  4. any messages linked to the sale;
  5. the support or reporting options available for that transaction.

A delay, stalled tracking and a lost parcel are not the same thing. If the carrier does not show an actual delivery, use Tracking not updated. If the shipment is later treated as lost or the issue remains unresolved, move to Lost parcel and the available official procedures.

Do not move order handling outside Muviber when the platform provides a transaction-linked process.

Related guides

For buyers How to track a shipment Follow tracking from the transaction, check the latest event and do not treat a parcel as delivered if you have not received it.
Read guide
For buyers How to confirm delivery Confirm only after receiving and checking the parcel; any delivery code should be used only at the actual handover.
Read guide