Start with the reported facts
Published September 10, 2026.
Ask what the customer expected, where they checked, and whether a household member or authorized recipient may have accepted the parcel. Do not insist that the photo proves receipt. It may show a different entrance, an unsafe location, or too little context.
Compare the available evidence
Review the carrier event, timestamp, location note, image, address instructions, and any building access details. Share only information the customer is entitled to see. If the image appears to contain another person's home or data, follow the privacy escalation path.
Set the next step under the merchant and carrier policy: a short search window, carrier trace, replacement review, or refund assessment. A structured order status workflow keeps updates consistent.
The US Postal Inspection Service package guidance offers useful safety context. Use a damaged package evidence routine when the parcel arrives compromised.
Keep ownership visible
Record what evidence was checked and what remains uncertain. Give a specific follow-up time even when another team owns the investigation. Track disputes by carrier, route, and delivery instruction so operations can address patterns rather than treating every contact as isolated.
FAQ
Does a delivery photo prove the customer received the parcel?
No. It may support a delivery event, but identity, location, access, and later loss can remain unresolved.
Should the agent promise a replacement immediately?
Only when the approved policy and verified facts authorize it.