What to do if items are missing or not all volumes of your order arrive

You received your order, opened it and discovered that something is wrong: an item is missing, the contents are incomplete, or the order was supposed to include several parcels and only some of them arrived at the destination. It is an inconvenient situation, but the sooner you gather the correct information, the easier it will be to review the case.

In this guide, we will explain what to do if items are missing from your order or not all parcels have arrived. The aim is to help you organise the information, keep the necessary evidence and know when to contact customer support.

Quick summary

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

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

Before starting a claims process, it is a good idea to check whether the order should have arrived as a single parcel or several. Some stores split orders into several parts, which may arrive at different times.

• Check the order confirmation email.
• Check whether the store indicates several parcels or tracking numbers.
• Check whether each parcel has its own code or reference.
• Check the tracking to see whether there are more parcels on the way.

What to do if items are missing from the parcel

1. Do not throw away the packaging. Keep the box, wrapping, inner protective material and shipping label.
2. Take photos of the sealed parcel, if you still have it, as well as the parcel after it has been opened.
3. Photograph the inside of the packaging and the contents you received.
4. Make a note of the items you expected to receive and those that actually arrived.
5. Check whether the store split your order into several shipments.
6. Contact the store or us, according to the shipping instructions and the type of issue.

What to do if the shipment contained several parcels and not all of them arrived?

When an order consists of several parcels, it is important to identify which part is missing. It is not the same for an item to be missing from a box as for one of the parcels not to have arrived at its destination.

Which photos to keep

Photos are very useful for reviewing issues with the contents. Try to ensure they are clear, well lit and do not cut off important parts.

• Photo of the complete shipping label.
• Photo of the outside of the order.
• Photo of the inside of the order and the packing material.
• Photo of all items received.
• Photo of any tears, openings, adhesive tape added afterwards or overlapping labels.

When to contact the store and when to contact InPost

If the issue is related to the order contents, the store or marketplace may need to confirm what they packed and which items should have been included. If the issue is related to transport, the condition of the parcel, the label or delivery, please contact us so that we can review the situation.

If in doubt, gather all the information and explain the situation simply: what you expected to receive, what you actually received, whether items or entire parcels are missing, and what the tracking information 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 shipments.
• Taking too long to report the issue.

Checklist for managing the incident

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

Frequently Asked Questions

What should I do if items are missing from my order?

Keep the packaging, take photos of the order and the contents received, review the order and contact the store or InPost customer support, as appropriate.

What should I do if the shipment consisted of several parcels and not all of them arrived?

Check whether each parcel has a different tracking number. Review the notifications you received and make a list of the references for the parcels that arrived and those that are missing.

Should I throw away the packaging if items are missing?

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

What information may be useful for reviewing the case?

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

The clearer the information, the easier it will be for us to take action

If items are missing or not all parcels have arrived, the most important thing is to act in an organised way: keep the packaging, take photos, check the tracking information and gather the order details. With this information, we can better review what happened and provide guidance on the next steps.