GLS tracking status

GLS says delivered but no package: what to do

The short answer

Take action

GLS marked your package delivered, but you do not have it. Open the proof of delivery on GLS's tracking page first, then check the spots its drivers use. It may be nearby, at a wrong address or with an office, or it may have been taken.

When to act: If you cannot find the package by the end of the next business day, file a complaint and we send it to GLS.

Also shown as: “Delivered” · “SHIPMENT DELIVERED”

What to do now

Open the proof of delivery on GLS's tracking page and compare any photo or signature with your home and household.
Check around the door, side doors and any other sheltered spot, as drivers look for somewhere safe and dry.
In an apartment building, ask the management or leasing office, then your neighbors.
If you have a doorbell or security camera, keep what it recorded near the time on the line.
Keep screenshots of the delivered line and the proof of delivery, and your order number.
Still not sorted? File your complaint here. We write it with you and send it to GLS, 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

GLS's tracking script puts a 'POD Image' link beside the 'SHIPMENT DELIVERED' line, and also holds 'View POD Image' and 'View Sign Image' for a photo or signature. It can answer 'No preview available'. With the default Standard Signature, a home gets the package left if the driver judges the spot safe and dry, and no one has to sign. At an apartment it goes to your door, or to the management or leasing office or a similar spot if the driver cannot reach the door. So a correct delivery can still be somewhere other than your front step.

Reviewers report a proof photo of a lobby they do not recognize, a photo showing only a box, no photo at all, a wrong mailbox a block away, and one package found 5.5 miles away. GLS's own feedback form lists 'Delivered but missing package' as a reason, so this is a known situation.

Why it happens

Left in a safe and dry spot you have not checked
Handed to a management or leasing office
Taken in by a neighbor or someone in your household
Left at a nearby address or in the wrong mailbox
Scanned as delivered without being left
Stolen after the driver left it

What usually happens next

If nobody nearby has it, a refund or replacement comes through the seller, since GLS deals with the shipper on missing packages. GLS says it works to resolve a shipper's claim within 45 days, so a seller waiting on GLS can take a while.

Other GLS statuses

SHIPMENT DATA RECEIVED - PENDING GLS RECEIPT SCANKeep an eye on it
Out for deliveryNormal
Delivery attemptedTake action
Delivery RescheduledKeep an eye on it
Tracking not updatingKeep an eye on it

All GLS statuses →

Who is responsible for a late or missing package from GLS?

If you bought online from a business, the seller chose GLS and is its customer, so a late, lost or missing order is in most cases for the seller to put right. GLS's terms and claims page also give the remedy to the shipper, the person or company that sent the package, and GLS says a package in transit can go to another address only with the shipper's authorization.

If you sent the package yourself, you did so on a GLS account and your contract is with GLS under its Terms and Conditions. Liability is limited to the lowest of the contents' full value, your actual damages or $100, unless you paid to declare a higher value, up to $10,000 per package. Ground packages earn no credit for late delivery.

Questions about “Delivered but not received”

GLS says delivered but I did not get it. What do I do?

Open the proof of delivery, check sheltered spots and ask the leasing office and neighbors. If you still cannot find it, file a complaint on Complain.biz and we send it to GLS.

Where does GLS leave packages?

At a home, in a spot the driver judges safe and dry. At an apartment, at your door or with the management or leasing office or a similar spot. Businesses normally sign for theirs.

How do I see GLS proof of delivery?

Look up your number on GLS's tracking site. Where GLS holds one, the page offers a signature or proof of delivery image. Some reviewers say no photo was there, and that is worth a screenshot too.

Who refunds me if GLS says delivered?

In most cases the seller. GLS's terms give the claim to the shipper, not to the person receiving the package, so any payment from GLS goes to the shipper.

Based on

GLS US: FAQ (notifications, signature options, rescheduling, rerouting, P.O. boxes)
GLS US: Terms and Conditions, parcel tariff (days of service, signature options, liability, delays)
GLS US: tracking site and its script (alerts, Re-Schedule, proof of delivery images, feedback reasons)
GLS US: Claims (filed by the shipper, 45 days)
Trustpilot: reviews of GLS US, page 2 (photo of only a box, wrong mailbox)
Trustpilot: reviews of GLS US, page 3 (no photos, found 5.5 miles away)
Trustpilot: reviews of GLS US (proof photo of an unknown lobby)
GLS US: Terms and Conditions, parcel tariff (liability, declared value, late delivery)
GLS US: Claims (filed by the shipper)
GLS US: FAQ (account needed to ship, rerouting needs the shipper's authorization)