If a shipment is marked Delivered but the recipient is unable to locate their package, please follow the steps below.
- Wait 1-2 days. Occasionally, a shipment may be erroneously scanned as delivered prior to delivery. Please allow 1 - 2 days from the Delivered status update in case this happens. In the meantime, we recommend asking your customer to look around in case the shipment was deposited in a different location (a leasing office, package storage locker, garage door, back door, or a neighbor’s house for example).
- Create a support ticket. Contact the Maergo Support team at our contact form. Include relevant details including tracking number(s), intended delivery address, and any additional context given by the recipient.
Once we have the necessary information, we will open a trace on the package. When the investigation is complete, our team will follow up directly on the ticket.
If the delivery team confirms the shipment was delivered to the correct location, we will verify the status of the delivery and provide supporting documentation where available. At this point, if the recipient is still unable to locate their shipment, we recommend resolving the matter directly with the customer based on your brand’s internal claims policy.
If we are unable to confirm that the package was delivered to the correct location, we will recommend including the order in your next claims submission.