First, Confirm It's Actually Lost
Before escalating, confirm these:
- The tracking number shows no movement for 7+ business days (not just 2–3)
- You've verified the tracking number matches your order confirmation exactly
- You've checked whether the carrier shows a failed delivery attempt you missed
- The delivery address on the order was correct and complete (floor number, landmark, etc.)
If all of these check out, you have a legitimate case. Here's how to proceed.
Step 1: Contact the Seller First
The seller — not you — is the courier's customer. The shipping contract is between the seller and the carrier, which means the seller has more leverage to file complaints and claims.
Contact the seller via:
- Order platform chat (Amazon, Flipkart, Meesho, etc.)
- Email with your order number and tracking number
- Call if they have a published support number
Most reputable sellers will either reship the item or initiate a refund without requiring you to pursue the carrier directly.
What to say: "My order #[X] with tracking #[Y] has shown no movement for [Z] days. I believe it may be lost. Please initiate a trace/complaint with the carrier and either reship or refund."
Step 2: File a Complaint With the Carrier
If the seller is unresponsive or asks you to contact the carrier yourself:
India Post
File a complaint at indiapost.gov.in or visit your local post office. For Speed Post, complaints can be filed online and are assigned a complaint number. Keep it.
Delhivery
Call 011-41503001 or email support@delhivery.com. Include your tracking number and a description of the issue. They have an internal escalation team for lost shipments.
Bluedart
Call 1860-233-1234 (paid) or file online at bluedart.com. As a DHL subsidiary, their escalation process is well-structured. Lost shipment investigations typically complete within 5–7 business days.
DTDC
File at dtdc.com/CustomerCare or call their regional office. DTDC's complaint handling varies significantly by franchise — be persistent.
Step 3: Escalate to the Consumer Forum
If the carrier fails to resolve within 14 days (21 days for India Post), you have legal options:
Consumer Forum (District / State / National)
File a consumer complaint at consumerhelpline.gov.in (National Consumer Helpline). Courier companies are classified as service providers under the Consumer Protection Act, 2019. Documented evidence of the complaint history significantly strengthens your case.
What to document:
- Screenshot of the last tracking event
- Order confirmation with item value
- All written communications with seller and carrier
- Complaint numbers from carrier support
Compensation: What You're Entitled To
India Post: For registered/speed post, compensation is limited and based on declared value at time of booking. For e-commerce returns, the seller's policy applies.
Private couriers: Most private carriers limit liability to ₹2,000–₹5,000 unless insurance was purchased at time of booking. Check the carrier's terms of service.
Credit card chargebacks: If you paid by card, a chargeback via your bank is often the fastest path to a refund, especially for marketplace orders where the seller is unresponsive.
Prevention: What to Do Before Your Next Order
- Request insurance for items over ₹5,000 when the option is available at checkout
- Save tracking numbers immediately upon receiving the dispatch email
- Verify addresses carefully, especially building numbers, tower/wing identifiers, and landmarks
- Choose carriers with a track record in your area — check reviews for your specific pin code, as service quality varies by region
Losing a parcel is frustrating, but the resolution process is more structured than most people realise. The key is acting quickly and documenting everything.