Get unstuck when your order is delayed. Step-by-step decision tree tells you whether to contact the merchant, carrier, or card issuer first—with copy-paste scripts and escalation letter templates.
Look, nothing frustrates online shoppers more than watching delivery dates come and go while your package sits somewhere in limbo. Whether it's a gift that needs to arrive by Friday or an essential item you've been waiting on for weeks, order delays feel personal.
I've helped thousands of customers navigate delayed shipments, and here's what I've learned: most people contact the wrong party first, waste time in automated loops, or give up before getting resolution. The fix isn't complicated—you just need to know who to contact, in what order, and what to say.
This guide walks you through the exact decision tree for order delays: when to contact the merchant vs the carrier vs your card issuer. You'll get copy-paste scripts, escalation timelines, and letter templates that actually work.
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What You'll Learn:
Quick Answer: Who to Contact First
If your order is late, confirm the merchant's promised delivery window first, check tracking status, then escalate in this order: retailer chat/email → carrier claim (if tracking shows carrier custody) → card issuer dispute if the merchant misses the legal or advertised delivery window. Keep screenshots, timestamps, and your order ID handy for all communications.
Most order delays resolve at the merchant level if you contact them before the promised delivery date passes. Carriers handle claims only when tracking confirms loss or damage in their custody. Card disputes are your last resort when merchants refuse reasonable resolution.
The Order Delay Decision Tree
Not all delays are the same. Where your package is stuck determines who can actually help. Follow this decision tree to contact the right party first.
Step 1: Check Your Order Status
Pull up your order confirmation email and check three things:
- Promised delivery date: What the merchant guaranteed (not your hoped-for date)
- Current tracking status: Where the package actually is right now
- Days elapsed: How long since your order date and since the last tracking update
If the promised delivery date hasn't passed yet, you're not technically delayed—you're just anxious. Merchants aren't obligated to act until they miss their own deadline.
Step 2: Determine Who Has Custody
Look at your tracking status and match it to these scenarios:
| Tracking Status | Who to Contact | What They Can Do |
|---|---|---|
| "Order received" / "Label created" / No tracking movement | Merchant | Package hasn't shipped; merchant can cancel/refund or expedite |
| "In transit" / "Delayed in transit" / Tracking updates stopped 3+ days | Merchant first, then Carrier | Merchant files claim; you can also contact carrier directly |
| "Out for delivery" repeatedly / "Delivery exception" | Carrier directly | Carrier controls delivery; merchant can't intervene |
| "Delivered" but you didn't receive it | Carrier + Merchant | File carrier claim for misdelivery; merchant owes replacement/refund |
| "Returned to sender" / "Undeliverable" | Merchant | Package never reached you; merchant must reship or refund |
| "Customs clearance" / "Held for inspection" (international) | Wait 2-10 days, then Merchant | Customs delays are normal; merchant can provide documentation if needed |
Step 3: Calculate Your Escalation Timeline
According to FTC rules, merchants must ship within the advertised timeframe or notify you of delays. If they miss delivery promises without notice, you're entitled to cancel and receive a full refund.
Use this timeline:
- Day 0 (Promised delivery date): Contact merchant if package hasn't arrived
- Day 3 after promised date: Send formal escalation email requesting refund or replacement
- Day 7 after promised date: If no resolution, file carrier claim and notify merchant you'll dispute
- Day 14 after promised date: File credit card dispute if merchant hasn't resolved
Don't wait months hoping your package magically appears. Proactive escalation gets results.
How to Contact the Merchant
Always start with the merchant—they're responsible for getting your order to you, even if the carrier screws up. Here's how to contact them effectively.
Find the Right Contact Channel
Try channels in this order for fastest response:
- Live chat (if available): Fastest resolution, instant clarification
- Customer service email: Creates paper trail, good for formal requests
- Phone support: Use for urgent issues or when chat/email fail
- Social media (Twitter/Facebook): Public complaints often get prioritized
Check your order confirmation email for contact links. Most merchants include support URLs, hours, and expected response times.
What to Say: Initial Contact Script
Be clear, factual, and polite. Angry rants get ignored; organized requests get results.
Attach screenshots of your order confirmation and tracking page. Visual proof speeds up resolution.
What to Expect: Response Times
Most merchants reply within:
- Live chat: Immediate to 5 minutes
- Email: 12-48 hours (longer during holidays)
- Phone: 5-15 minute wait, immediate resolution
- Social media: 2-24 hours
If you don't get a response within their stated timeframe, escalate to the next channel.
Common Merchant Responses & What They Mean
"Tracking shows it's in transit, please wait": Translation: They're stalling. If it's past the promised date, push back: "I understand, but you guaranteed delivery by [DATE]. What compensation can you offer for the delay?"
"Contact the carrier directly": Not your job. Reply: "As the shipper, you're responsible for ensuring delivery. Please file the carrier claim on my behalf or issue a refund/replacement."
"We'll reship or refund once the carrier confirms it's lost": Reasonable if tracking shows carrier custody. Get a timeline: "How long before the carrier confirms loss, and what happens next?"
"Customs delays can take 2-10 days": True for international orders. Ask: "If customs delays extend beyond [reasonable date], what are my options?"
Escalation Script: When Initial Contact Fails
If the merchant doesn't resolve your issue within 3 business days, send this escalation:
Mention FTC rules and card disputes—that usually triggers action. Most merchants resolve immediately when they see you know your rights.
Read more: See our complete order delay help guide for brand-specific scripts and carrier instructions.
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Filing Carrier Claims (USPS, UPS, FedEx, DHL)
If tracking shows your package is in carrier custody and hasn't moved in 3+ days, you can file a claim directly with the carrier. Merchants should do this, but you can too.
USPS Claims
When to file: Domestic packages missing 7+ days after expected delivery; international packages missing 30+ days.
How to file: Visit USPS Claims with your tracking number. You'll need the sender's info (merchant) or you can have the merchant file on your behalf.
What USPS covers: Lost, damaged, or missing contents. Maximum coverage based on insurance purchased (usually $50-100 default).
Timeline: USPS investigates 5-10 business days. If approved, refund goes to the shipper (merchant), who should then refund you.
Common USPS delays: "In transit, arriving late" means package is moving but delayed. "Delayed in transit" with no movement for 7+ days warrants a claim.
UPS Claims
When to file: Packages missing 24 hours after scheduled delivery (domestic) or 5+ days with no tracking updates.
How to file: Visit UPS Claims. Only the shipper (merchant) can file, but you can pressure them to do so.
What UPS covers: Lost or damaged packages up to declared value. UPS insurance is often purchased by merchants for higher-value items.
Timeline: UPS investigates 8-15 business days. They'll attempt delivery recovery first before declaring it lost.
Common UPS delays: "Delivery exception" means weather, address issue, or access problem. "Out for delivery" stuck for 2+ days means driver issue—contact UPS directly.
FedEx Claims
When to file: Packages missing 7+ days after expected delivery or showing "delivery exception" with no resolution.
How to file: Visit FedEx Claims. Like UPS, only shippers can file, but you can request the merchant to file.
What FedEx covers: Lost, damaged, or delayed packages. Coverage depends on declared value and insurance purchased.
Timeline: 5-10 business days for domestic investigations; up to 21 days for international.
Common FedEx delays: "In transit" with no updates for 5+ days, or "delivery exception" need direct follow-up with FedEx customer service.
DHL Claims
When to file: International packages stuck in customs clearance 10+ days, or domestic packages missing 5+ days.
How to file: Visit DHL Claims or contact DHL directly. Merchants typically file on your behalf.
What DHL covers: Lost or damaged international shipments. Customs delays aren't covered but DHL can expedite documentation.
Timeline: 10-20 business days depending on origin country and customs involvement.
Common DHL delays: "Customs clearance" or "held for inspection" can add 2-10 days. If longer, DHL can provide status updates to the merchant.
General Carrier Claim Tips
- Always have your tracking number, order details, and proof of value ready
- Take photos if the package arrived damaged—before opening fully
- Request merchants file claims immediately when you report issues
- Follow up every 3-5 days if you don't get updates
- If carrier confirms loss, merchants must refund or reship—don't accept delays
When to Dispute with Your Card Issuer
Card disputes (chargebacks) are your last resort when merchants refuse to resolve order delays. Use this option only after giving the merchant reasonable time to fix the issue.
When Chargebacks Are Appropriate
You have grounds for a chargeback when:
- Order wasn't delivered by the promised date and merchant won't refund
- Package marked "delivered" but you never received it and merchant won't replace/refund
- Merchant shipped wrong item or damaged item and won't correct it
- Merchant charged your card but never shipped the order
- You cancelled within the allowed window but merchant still charged you
According to credit card regulations, you have 60-120 days from the transaction date to file a dispute, depending on your card issuer.
How to File a Credit Card Dispute
Step 1: Contact your card issuer (number on the back of your card) and say: "I need to file a dispute for a transaction."
Step 2: Provide transaction details: merchant name, transaction date, amount, order number, and reason for dispute.
Step 3: Submit documentation: order confirmation, tracking screenshots, communication with merchant, promised delivery dates.
Step 4: Wait for investigation (30-90 days). The merchant has a chance to respond with their evidence.
Step 5: If approved, you receive a credit. If denied, you can appeal with additional evidence.
Chargeback Letter Template
Some issuers require written disputes. Use this template:
What Happens After You File
Your card issuer typically issues a provisional credit within 5-10 business days while they investigate. The merchant has 30-45 days to respond with evidence that they fulfilled the order.
If the merchant provides proof of delivery to your address, you may lose the dispute. If tracking shows misdelivery or no delivery, you usually win.
Important: Filing chargebacks can get you banned from merchants. Use this option only when you've exhausted other remedies.
Common Delay Scenarios & Solutions
Let's cover specific situations and exactly what to do for each.
Scenario 1: "In Transit, Arriving Late" (USPS)
What it means: USPS acknowledges the delay but package is still moving.
What to do: Wait 3-5 business days. If no delivery, contact merchant for reship or refund. If past promised date, request compensation.
Scenario 2: "Delayed in Transit" with No Updates (UPS/FedEx)
What it means: Package stuck at a facility—could be lost, damaged, or mislabeled.
What to do: Contact merchant immediately. Request they file carrier claim. If 7+ days with no movement, demand refund or expedited replacement.
Scenario 3: "Delivered" But You Didn't Receive It
What it means: Misdelivered to wrong address, stolen from porch, or driver scanned incorrectly.
What to do: Check with neighbors, building management, and mailroom. Contact carrier within 24 hours to file misdelivery claim. Contact merchant for replacement—they're responsible even if carrier says "delivered."
Scenario 4: Stuck in "Customs Clearance" (International)
What it means: Package held for inspection or awaiting customs duties payment.
What to do: Wait 2-10 business days (normal for customs). If longer, contact merchant to confirm all customs paperwork was filed correctly. Merchant may need to provide additional documentation to expedite release.
Scenario 5: Package "Returned to Sender"
What it means: Address was wrong, undeliverable, or delivery was refused (not by you).
What to do: Contact merchant immediately. They should reship to corrected address at no cost or issue full refund. Verify the address in your order confirmation was correct.
Scenario 6: Amazon Order "Running Late"
What it means: Amazon acknowledges delay but hasn't missed the guaranteed delivery window yet.
What to do: If Prime delivery passes the 2-day window, contact Amazon for refund of shipping fees or account credit. If item doesn't arrive by guaranteed date, full refund or free replacement.
Scenario 7: Shein/AliExpress Shipping Taking Weeks
What it means: International economy shipping can take 15-45 days from China.
What to do: Check estimated delivery range in your order confirmation—if you're within that window, you're not delayed yet. If tracking shows no updates for 30+ days, open buyer protection claim on the platform.
Scenario 8: Holiday Carrier Delays (Any Carrier)
What it means: Thanksgiving through New Year causes 2-5 day delays across all carriers.
What to do: Merchants should communicate delays proactively. If they don't and your gift arrives late, request partial refund or account credit. Most retailers offer automatic compensation during peak delays.
Read more: Retailers can learn proactive delay strategies in our holiday customer service tips guide.
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Frequently Asked Questions
How long should I wait before contacting someone about a delayed order?
Contact the merchant on the promised delivery date if your package hasn't arrived. Don't wait weeks hoping it shows up. For international orders, check the estimated delivery window first—many take 15-30 days. If tracking hasn't updated in 5+ days, contact immediately regardless of the promised date.
Should I contact the merchant or the carrier first?
Always contact the merchant first unless tracking clearly shows a carrier-specific issue like "out for delivery" stuck for multiple days. The merchant is responsible for ensuring delivery even if the carrier causes the delay. They should file carrier claims on your behalf.
What does "delayed in transit" mean?
This status means the carrier has your package but it's not moving on schedule. Common causes: weather delays, facility congestion, mislabeling, or loss. If tracking shows "delayed in transit" for 3+ days with no updates, contact the merchant to file a carrier claim or request refund/replacement.
Can I get a refund if my order is late?
Yes, if the merchant missed their advertised delivery window. FTC rules require merchants to ship within promised timeframes or issue refunds upon request. Contact the merchant citing your order date, promised delivery, and current delay. Request full refund or partial refund plus extended delivery timeline.
What if my package says "delivered" but I never received it?
Check with neighbors, building staff, and alternate delivery locations first. Then contact the carrier within 24 hours to file a misdelivery claim. Also contact the merchant—they're responsible for ensuring you receive the package even if the carrier says "delivered." Most merchants will replace or refund.
How long do customs clearance delays take?
Normal customs inspection adds 2-10 business days for international orders. If your package shows "customs clearance" or "held for inspection" longer than 10 days, contact the merchant to verify all documentation was filed correctly. Merchants can provide additional paperwork to expedite release.
When should I file a credit card dispute for a delayed order?
File a chargeback only after giving the merchant 10-14 days to resolve the issue and they refuse reasonable resolution. You need grounds: missed delivery window, no refund offered, package marked delivered but not received. Provide documentation to your card issuer showing you attempted resolution with the merchant first.
Can I cancel an order that's delayed?
Yes, if the merchant hasn't shipped it yet or if they've missed their advertised delivery window. Contact them immediately requesting cancellation and refund. If the package is already in transit with the carrier, cancellation may not be possible—request return authorization and refund upon receipt instead.
What information do I need when contacting about delays?
Have ready: order number, order date, promised delivery date, tracking number, current tracking status screenshot, and payment method. This information speeds resolution dramatically. Keep all communication records—emails, chat transcripts, call notes with dates and rep names.
Why do holiday shipping delays happen?
Holiday volumes (Thanksgiving through New Year) overwhelm carriers and warehouses. Expect 2-5 day delays during peak weeks. Weather disruptions compound problems. Order early (by Dec 10 for Christmas delivery), pay for expedited shipping, and track packages closely. Contact merchants immediately if delays threaten gift delivery.
Conclusion
Order delays are frustrating, but resolution follows a predictable path: merchant first for most issues, carrier for delivery-specific problems, and card issuer as a last resort when merchants refuse reasonable solutions. The key is knowing who controls your package at each stage and contacting the right party with clear documentation.
Most delays resolve quickly when you contact the merchant with organized information: order number, promised delivery date, tracking status, and your requested resolution. Escalate strategically when initial contact fails—reference FTC rules and chargeback options to get merchants' attention.
Key Takeaways:
- Always contact the merchant first unless tracking shows a carrier-only issue like "out for delivery" stuck for days
- Check the promised delivery date before claiming delay—anxious waiting isn't the same as breach of contract
- Escalate in order: merchant contact → formal escalation → carrier claim → card dispute (10-14 days between steps)
- Keep documentation: screenshots, emails, timestamps, and order confirmations for all communications
- File chargebacks only after exhausting merchant resolution—they're powerful but can get you banned
Use the scripts and decision trees in this guide to cut through automated responses and get real help. Most merchants want to resolve issues quickly—they just need you to provide clear facts and reasonable requests.
Continue Learning:
- Complete Order Delay Help Guide (Brand & Carrier Specific)
- Holiday Customer Service Staffing Plan
- Holiday Customer Service Tips for Ecommerce
- 24/7 Support for Online Stores
💎 Get Every Script You Need for Order Delays
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Perfect for: Online shoppers who want fast resolution without the hassle.
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