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LaserShip tracking status

LaserShip says delivered but no package: what to do

The short answer

Take action

LaserShip's record says the package was left, but you have nothing, so start with the delivery details on the tracking page. A neighbor may be holding it, it may be at the wrong address, or someone may have taken it. Look today, then save what the page shows.

When to act: If there is still no package by the end of the day after the delivered line, file a complaint and we send it to LaserShip.

Bizzy online

Tell me what happened. I write your complaint with you and we send it to LaserShip.

Also shown as: “Delivered”

What to do now

  1. Read where the tracking page says the package was left, and open any delivery photo.

  2. Search the whole property and any shared entrance, and ask the people next door.

  3. Check your camera for the minutes around the delivered time.

  4. Keep the delivered line and the photo as screenshots, filed with your order number.

  5. Still not sorted? File your complaint here. We write it with you and send it to LaserShip, 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

A 'Delivered' line is the driver's own record. On the current tracking page it comes with a description of where it was left, and a delivery photo when there is one. In a shared chat about a LaserShip package marked delivered, the agent's reply after several minutes of checking was 'Our records indicate package was delivered', so expect that record to be treated as the answer.

OnTrac, which handles these packages now, says a report that a package is not there opens an investigation, and that after more than 2 business days with no news the next step lies with the retailer. Its terms add that it accepts no liability where the shipper allowed delivery with no signature.

Why it happens

  • Put down around the side, in a lobby or near the mailboxes
  • Accepted by a neighbor or front desk
  • Dropped at another address nearby
  • Scanned as delivered ahead of the actual drop, as some people report
  • Taken after it was left

What usually happens next

The people next door or your front desk may have taken it in. If it stays missing, the seller decides on a new shipment or refund, and people report both refunds and refusals once tracking says delivered. OnTrac's investigation may take up to 48 hours to reply.

Other LaserShip statuses

All LaserShip statuses →

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

When you bought from an online shop, that shop hired LaserShip, now OnTrac, so putting right a late or missing package is in most cases its job, through a replacement or a refund. The carrier's terms, published in the name of LaserShip, Inc. dba OnTrac Final Mile, say claims must be submitted by the shipper, and tell anyone receiving a package to go to the company that shipped it.

For a package you sent yourself on a LaserShip or OnTrac account, the same terms govern it unless either company has a separate written agreement with you. Compensation for loss, damage or misdelivery stops at the replacement cost or $100 per parcel, whichever is lower, and no arrival date is promised.

Questions about “Delivered but not received”

Why does LaserShip say delivered when it's not?

The line is what the driver recorded, which may be wrong or early. It could be nearby or next door, or gone after the drop. People also report lines marked before the package reached them, so look again the next morning.

What does 'Our records indicate package was delivered' mean?

It was a chat agent's reply in one shared conversation, after a few minutes of checking. It repeats the delivered record, and it is not a finding that you have the package. Keep your screenshots and any camera footage.

Who is responsible for a LaserShip package marked delivered?

In most cases the shop you bought from, which chose the carrier. The terms in the name of LaserShip, Inc. dba OnTrac Final Mile tell recipients to ask the shipper for a replacement or refund. People report some sellers refusing once tracking says delivered, so keep your proof.

Based on

  • OnTrac: Frequently Asked Questions (final servicing facility, tracking number prefixes, reattempts)
  • OnTrac: Customer care and support (up to 48 hours to investigate)
  • OnTrac: Additional Terms and Conditions (three attempts, claims by the shipper, signatures)
  • OnTrac: Tracking page (text alerts, delivery instructions, delivery photo)
  • Reddit: chat with 'Our records indicate package was delivered'
  • Reddit r/ontrac: marked delivered with nothing there
  • Reddit r/ontrac: seller refused a refund because tracking said delivered
  • Reddit r/ontrac: seller refund after a stalled package
  • OnTrac: Service Terms and Conditions, with LaserShip, Inc. dba OnTrac Final Mile as the party

Package still not here?
File a complaint about LaserShip.

Start my complaint