CouriersPlease tracking status

CouriersPlease says delivered but no parcel: what to do

The short answer

Take action

Tracking says your parcel was delivered, often with no signature, so it may be in a safe place or with someone else. CouriersPlease gives 14 business days from the last delivery scan to report a dispute.

When to act: If you still cannot find it after 2 business days, file a complaint and we send it to CouriersPlease.

Also shown as: “Delivered” · “Delivered with Authority to Leave (ATL)”

What to do now

Open the proof of delivery in your delivery notification and look at any photo for where it was left.
Look around every safe place at the property, including the side of the house.
Ask anyone at your address, your mailroom, reception or concierge.
Make sure the address on the order is really yours, with the right unit and street number.
Note the date of the last delivery scan, count 14 business days from it, and keep screenshots.
Still not sorted? File your complaint here. We write it with you and send it to CouriersPlease, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

CouriersPlease's terms say parcels are handled on an Authority to Leave basis unless agreed otherwise, so a driver can leave one without a signature if nobody is there. 'Delivered with Authority to Leave (ATL)' says so outright. 'Delivered' on its own does not prove someone took the parcel from the driver.

The delivery record can help. CouriersPlease says the scan may carry GPS location data, which it reads together with the time, photo, signature and delivery instructions to check where the parcel went. Your delivery notification may show the proof of delivery, including a photo. It sets a real limit too: disputes must be reported within 14 business days of the last delivery scan.

Why it happens

The driver used a safe spot you have not looked in yet
Someone at the address, reception or building management accepted it
It is in an apartment mailroom or with a concierge
The delivery address on the order was wrong
It went to the wrong address or was left somewhere unsafe
Someone took it after the driver left it

What usually happens next

CouriersPlease says reporting early gives the best chance of finding or recovering a parcel. No new tracking line is likely, so do not wait for one.

Other CouriersPlease statuses

Shipment information receivedKeep an eye on it
Delivery rescheduledKeep an eye on it
Tracking not updatingKeep an eye on it
Delivery attemptedTake action
Ready for collectionTake action
Return to Sender In ProgressTake action

All CouriersPlease statuses →

Who is responsible for a late or missing parcel from CouriersPlease?

If you bought online from a business, the seller booked CouriersPlease and is its customer, so a late or missing order is in most cases for the seller to put right with a new delivery or a refund. The Australian Consumer Law (section 36) requires a business that has been paid to supply the goods in the time it stated, or in a reasonable time if it stated none, unless the cause lay with someone else or outside its control and it took reasonable precautions, which leaves a seller room to argue when the courier is at fault. It is silent on who carries the risk while a parcel is in transit. Western Australian government guidance puts the job of resolving courier problems on the seller, and says the consumer is entitled to a refund if the goods still do not arrive.

If you sent the parcel yourself, your contract is with Couriers Please Pty Limited, under its Terms and Conditions of Carriage. They say goods travel at the customer's risk and exclude its liability for loss, damage or delay. For a consumer, that exclusion does not cover gross negligence or unlawful or wilful acts, and any liability is limited to the lesser of the actual loss or the value of the goods. The terms do not override the Australian Consumer Law, and they ask for written notice of a claim within 14 days of delivery or of the due date. If you booked through an agent or shipping platform, the terms say claims go to that agent, not to CouriersPlease.

Questions about “Delivered but not received”

Couriers Please says delivered but I did not get it. What should I do?

Check the proof of delivery, the safe places at your property and anyone who may have accepted it. If you still cannot find it after 2 business days, file a complaint on Complain.biz and we send it to CouriersPlease.

How long do I have to report a missing Couriers Please parcel?

CouriersPlease says delivery disputes must be reported within 14 business days of the last delivery scan. Its terms give the person who booked 14 days from delivery, so sooner is safer and gives a better chance of finding the parcel.

What does Authority to Leave mean on Couriers Please?

The parcel can be left without a signature in a suitable safe place. CouriersPlease's terms make this the default unless agreed otherwise, and the courier decides whether a place is suitable.

How does Couriers Please know where my parcel was delivered?

The delivery scan may include GPS data from the scanner. CouriersPlease reads it together with the delivery time, photo, signature and instructions.

My parcel needed a signature, but it was left at the door. What now?

CouriersPlease treats this as a delivery it should review. Keep the photo and the tracking, then file a complaint on Complain.biz and we send it to CouriersPlease.

Based on

CouriersPlease help: What should I do if my parcel shows as delivered but I haven't received it? (14 business days)
CouriersPlease help: What do the tracking statuses on my parcel mean?
CouriersPlease help: How do you confirm where my parcel was delivered? (GPS)
CouriersPlease help: What should I do if I have concerns about how my parcel was delivered?
CouriersPlease help: Can my parcel be left if I'm not home?
CouriersPlease: Terms and Conditions of Carriage, clauses 5.3 and 9.1 (Authority to Leave as the default, 14 days)
Australian Consumer Law (Competition and Consumer Act, Schedule 2), section 36: supply within the stated period or a reasonable time
Government of Western Australia: Missing or damaged products (the seller resolves issues with the courier, refund)
CouriersPlease: Terms and Conditions of Carriage, clauses 7, 8.3, 9.1 and 14 (risk, liability, third party agencies, notice, consumers)