Some items in the package are missing!
Outlines what to check when a delivered parcel appears to be missing items and how to follow up with Acbuy support.
Quick answer
Outlines what to check when a delivered parcel appears to be missing items and how to follow up with Acbuy support.
Full guide
If delivered items appear to be missing, collect evidence before discarding the packaging. Missing-item investigations depend heavily on photos, tracking labels, and whether the parcel left the warehouse intact.
Evidence to prepare
- The AI number or product number for each missing item.
- A clear group photo of everything you did receive.
- Photos of all sides of the outer package.
- Close-up photos showing damage, resealing, or secondary packaging if present.
- A waybill photo showing the tracking number, recipient information, and shipping label.
Keep the packaging
Do not throw away the outer package or waybill until support confirms the case is closed. If someone else collected the package, ask whether the package was intact at pickup.
How Acbuy investigates
- Warehouse review: Acbuy checks packing records or monitoring to see whether the package left the warehouse complete.
- Logistics review: if the warehouse shipment was complete, loss may have happened during transit and local-carrier proof may be required.
Why local proof may be needed
Cross-border logistics has separate responsibility stages. Destination post offices often require the recipient to request official proof before the logistics provider can open a formal claim.
Timeline risk
Carrier investigations can take weeks or months. Complete evidence improves the chance that the logistics provider will accept the case instead of closing it for insufficient proof.