Amazon: lost package
For an Amazon-sold order, ask customer service for a refund or replacement; for a third-party order, contact the seller, then file an A-to-z claim.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 94% of 49 sources are the organization's own pages or government sites.
Collect
- order number
- tracking history
- delivery photo if any
- messages with the seller
Steps
Check the tracking page and the delivery location. Confirm the shipping address on the order.
For an order sold by Amazon, report the missing package through Help & Contact and ask for a refund or replacement.
For a third-party seller order, contact the seller from Your Orders. If the seller does not resolve it, file an A-to-z Guarantee claim from the order (Problem with order, then the reason, then Request refund).
If the claim is denied and you were charged, dispute the charge with your card issuer.
More contacts for this issue
Facts you can cite
- Deadline
You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.
Source: amazon.com, verified 2026-10-12
- Policy
The A-to-z Guarantee covers orders from third-party sellers.
Source: amazon.com, verified 2026-10-12
- Process
If a third-party seller's order is returned as undeliverable and the seller does not resolve it or respond within two business days, you may be eligible for an A-to-z refund.
Source: amazon.com, verified 2026-10-12
- Process
Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.
Source: amazon.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Supervisor
Written complaint
Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration.
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Public complaint
RegulatorBetter Business Bureau
Watch out
- Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.
- Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page.
Let your AI agent handle this
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1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
My Amazon package shows delivered but never arrived. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin