Delivery attempts, missing parcels and returns

Understand a failed attempt, delivered-but-not-received report or return-to-origin event and choose the next step.

Updated · Track91 team

Read the complete event, not just the label

Status wording varies between couriers, postal operators and freight services. Check the date, location and remarks attached to the latest event. A short label describes a recorded stage; it does not necessarily establish the shipment’s current location or what will happen next.

The situations below explain common next steps. Use your carrier’s instructions and the terms for your booking or order when deciding how to proceed.

Delivery attempted or undelivered

Read the reason attached to the attempt. An unavailable recipient, closed premises or an address query can require different action. Check the official tracking details or delivery notice for instructions, then contact the carrier or sender if the next step is unclear.

Do not assume that another attempt will happen tomorrow or that every carrier makes the same number of attempts. Confirm whether redelivery, an address clarification or collection is available. Track91 cannot schedule a delivery.

Awaiting collection or on hold

A shipment may be waiting at a branch, collection point or another processing location. Check the official notice for the location, opening hours, identification requirements and any collection deadline before travelling.

A hold may instead require information from the sender or recipient. Read the remarks and contact official support to confirm what is needed; do not treat every hold as a collection instruction.

Delivered, but not received

Check the delivery address and any handover details or proof of delivery available in the official record. Ask household members, reception or the receiving team at your business whether they accepted the shipment. Check an agreed collection point or safe place if the delivery record names one.

If you still cannot locate it, report the missing delivery promptly to the sender or seller and the carrier through their official channels. Retain the reference, event timestamp and relevant delivery evidence. Follow the reporting deadline for your order or service; a delivered scan alone does not resolve a missing-parcel report.

Return to sender or return to origin (RTO)

Return initiated, return in transit and return delivered are different stages. Read the latest event and its reason rather than treating them as interchangeable. A failed delivery attempt does not automatically mean that a return has been completed.

Ask the sender or seller whether redelivery, replacement or a refund is available under the order or booking terms. A return scan does not itself approve a refund, and Track91 cannot reverse a return instruction.

Choose the right support channel

  • Shopping orders: use the help option for that order with the seller or marketplace for cancellations, replacements, returns and refunds.
  • Directly booked parcels: contact the carrier or booking agent with your consignment reference and receipt.
  • Business or freight deliveries: contact the sender, logistics coordinator or carrier account contact responsible for the booking.

Find your carrier in the courier directory for its tracking guidance and available official links. Provide the reference, latest event and a clear description of the problem. Track91 does not need a delivery OTP, password or payment details to show shipment events.

Track91 is an independent tracking service. Report a correction.