Delivery problems on Amazon and eBay

The short version

• Turn on delivery notifications in the Amazon app or on Alexa, so you hear when a package arrives.
• Add delivery instructions that say exactly where to leave packages.
• If Amazon says "delivered" and you cannot find it, check around for 48 hours, then report it from Your Orders. On eBay, report it from Purchases.

Hearing when a package arrives

• Amazon app: turn on shipment notifications in the app and allow notifications for it in your phone settings. You hear when a package is out for delivery and when it is delivered.
• Alexa: in the Alexa app, go to Settings, Notifications, Amazon Shopping, and turn on the delivery alerts. You can also ask, "Alexa, where's my stuff?" Source: Amazon: tracking your shopping with Alexa.
• eBay: the eBay app sends shipping and delivery notifications, and each item in Purchases shows its tracking.

Delivery instructions that help

Amazon drivers usually do not knock or ring unless the delivery needs a signature or a code, so tell them where to leave packages. Add instructions at checkout, or in Your Orders choose "Track package" and then "Provide delivery instructions". You can also add an access code or intercom number. Source: Amazon help: Amazon Logistics tracking.

Short, specific instructions work best, for example:

• "Please leave packages on the porch, to the right of the door, against the wall."
• "The resident is blind. Please leave packages directly in front of the door, not on the steps." (Only if you are comfortable sharing this.)

Drivers do not always follow instructions, so a notification is still your best signal that something has arrived.

Delivered, but you cannot find it

In the first 48 hours

• Check the address on the order, and anywhere else packages could be left: the porch, back door, mailroom, or with a neighbor. A package marked delivered sometimes arrives up to 48 hours later.
• Amazon may take a delivery photo, shown in Your Orders under the tracking. An app such as Be My Eyes or Seeing AI can describe the photo, including where the package was left.

After 48 hours

• Go to Your Orders, choose the order, then "Problem with order" and "Package didn't arrive", and request a refund or replacement.
• For orders shipped by Amazon, contact Amazon within 30 days of the estimated delivery date. For items sold and shipped by another seller, the A-to-z Guarantee applies; see how to file an A-to-z claim.

Source: Amazon help: Tracking your package.

eBay items that have not arrived

1. After the estimated delivery date, go to Purchases, choose "More actions" next to the item, then "I didn't receive it".
2. Choose whether you want a refund or still want the item, and send the request.
3. The seller has 3 business days to resolve it. If they do not, ask eBay to step in from the same request; eBay usually answers within 48 hours.

Report within 30 days of the estimated delivery date to stay covered by the eBay Money Back Guarantee. Source: eBay help: Item hasn't arrived.

Checking what arrived

• Seeing AI can read a barcode or the label on a box and tell you the product name. Be My Eyes can connect you with a volunteer who describes it.
• If the box is damaged, or the item is wrong, broken or missing parts, report it as a return with that reason, which usually makes return shipping free. See returns and refunds.
• Keep the packaging until you know the item works; some returns are easier in the original box.

Fake delivery messages

Texts and emails that say a package could not be delivered and ask you to pay a fee, confirm your card, or follow a link are a common scam. Check deliveries only in the Amazon or eBay app, or in Your Orders and Purchases on the website you open yourself. More in spotting fake calls, texts and emails.