E-commerce
July 1, 2026
A package marked as delivered but nowhere to be found triggers immediate concern. The customer sees a "delivered" status, but has received nothing. They might think of a carrier error, theft, a wrong address, or a delivery to a neighbor.
The chatbot can guide the initial verifications without blaming the customer or the carrier. It must then escalate if the package remains untraceable, providing all the necessary information.
This guide explains how to handle "delivered but not received" cases with an AI chatbot, in a reassuring and efficient manner.
Summary
Why is this case so sensitive?
For the brand, the tracking sometimes indicates that the delivery is complete. For the customer, the experience is not complete at all: they do not have their product. This contradiction quickly creates frustration.
The bot must recognize the problem without jumping to conclusions too quickly. It must help check the likely locations, then launch the procedure if the package remains untraceable.
A "delivered" status is not a sufficient response when the customer has received nothing.
Convert over 2,000 customers on average per month with Qstomy.
The world’s 1st Shopify AI dedicated to customer conversion
Empowering 200+ e-commerce merchants
What verifications should be proposed?
The bot can invite the customer to check the mailbox, the reception, a neighbor, a drop-off point, a safe place indicated in the instructions, or a person in the household.
It must also verify the delivery address, the carrier, the delivery time, and the existence of a proof of delivery if available.
How do you rephrase without accusing?
The tone must remain neutral. The bot must not suggest that the customer is lying or that the carrier is necessarily right. It can say: "Let's first check the places where the package could have been left, and then I will forward the request if you can't find it."
This formulation keeps the relationship calm and solution-oriented.
What should I do with the proof of delivery?
If proof of delivery exists, the bot can indicate that it will be verified or forwarded according to the procedure. It must remain cautious with any personal information visible on the proof.
If the proof shows a location that the customer does not recognize, the bot must escalate the issue with the screenshot or proof reference, without drawing any definitive conclusions.
This caution is important because the proof can be useful without being sufficient. A photo of a door, a signature, or GPS coordinates must be examined in their proper context.
When to launch a survey?
If simple checks yield no results, the request must move to the carrier or support stage. The bot can explain that the team will open an investigation with the available information.
It must specify that the resolution time may depend on the carrier, the proof of delivery, and the brand's policy.
Which flow to follow?
The flow should progress from simple verifications to the investigation.
Identify the order, the carrier, and the tracking number.
Confirm the "delivered" status, the time, and the masked address.
Guide the verifications: mailbox, neighbor, reception, safe place, or pickup point.
Collect the result of the verifications and any useful evidence.
Escalate if the package remains untraceable or if the evidence seems inconsistent.
Which messages should be used?
To start: "The tracking indicates delivered, but I understand you haven't received it. Let's check the possible drop-off locations."
For proof: "If there is proof of delivery, the team will be able to verify it with the carrier."
For escalation: "If the package remains untraceable after these checks, I will forward your request with the complete tracking."
When to transfer?
The transfer is necessary if the parcel remains untraceable, if the address seems incorrect, if the proof of delivery is disputed, if the customer reports a theft, or if the carrier's claim period is short.
The bot must transmit the order, tracking, carrier, masked address, delivery time, verifications made, and any potential proof.
Which KPIs should be monitored?
Track delivered but not received packages, the carriers involved, disputed proofs of delivery, opened investigations, packages found after verification, and refunds or reshipments.
This data helps identify the areas, carriers, or lockers that generate the most incidents.
Which mistakes should be avoided?
Avoid simply replying "tracking shows delivered", blaming the customer, ignoring the proof of delivery, or promising a refund before verification.
The chatbot must recognize the incident and guide toward the correct procedure.
How can Qstomy help?
Qstomy can use the customer, order, and delivery context to provide clear answers, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an unverified action.
Explore AI support, the AI sales agent or request a demo.
DNRbot Checklist (8 steps)
Sync DNR-MAP #529 : RAG bot whitelist only
Policy DNRBOT-SUP : 6 NO-TRACKING-LINK WAIT-GATE rules
8 intents bot_dnr_* : flow DNRB-1 to DNRB-8
4 templates TPL-DNRbot-* : ACK VERIFY WAIT ESCALATE
WISMO delivered router : missing package chip → DNRbot
POD reroute #528 : bot_dnr_pod_request branch
Red team 10 prompts : tracking link alone forbidden
Dashboard KPI : dnr_bot_* section 9
FAQ
Difference #529?
#529 = agents replace refund carrier claim. #530 = bot tier 1 verify wait.
Difference PODbot #528?
#528 shares proof. #530 guides full dispute verify escalate.
Does bot promise refund?
Non tier 1. ESCALATE-HANDOFF #529 DNR-MAP thresholds.
Wait 48 hours?
Bot cites wait_hours_before_claim map if delivered recently.
Going further
p : POD Bot (#528)
p : Lost package
This week: index DNR-MAP in bot corpus, configure WISMO delivered DNR branch, test verify checklist chat flow, measure dnr_bot_no_tracking_link compliance.
Enzo
July 1, 2026
