11Tracking

Package help

Package Delivery Actions and Official Support

Choose the correct package action: contact the responsible party, use official carrier support, change delivery, get proof, preserve damage evidence, verify a tracking number, or prepare a claim.

Start with the outcome you need, then identify the party that controls it.

Contact selection, official carrier support, delivery changes, proof of delivery, damage preservation, searches, investigations, claims, tracking-number verification, seller remedies, marketplace protection, and payment disputes are separate processes.

An official carrier may publish a feature without making it available for every shipment, recipient, service, country, or stage. A request confirmation can prove only that a system received the request. Look for the later operational outcome.

Is this a status question, a package problem, or an action?

Your real question Best starting point
“What does this event or status mean?” Package Tracking Status Meanings
“What appears wrong with the tracking, delivery, parcel, or message?” Package Tracking and Delivery Problems
“Which official process should I use, and who can perform it?” This Delivery Actions hub or the exact action guide
“Which carrier, partner, customs authority, or local number controls the stage?” How International Package Tracking Works
“Is this delivery fee, address request, or action link genuine?” Is This Delivery Text, Email, Fee, or Tracking Link a Scam?

Choose the outcome you need

Needed outcome Start here
Identify who controls the next step Who Should I Contact
Reach the current official carrier channel Official Carrier Support Directory
Correct, redirect, hold, reschedule, redeliver, intercept, or return Change Delivery
Retrieve a delivery photo, signer, signature, certificate, or carrier record Proof of Delivery
Preserve packaging, contents, and damage evidence Damaged or Missing Contents
Decide whether a search, investigation, or carrier claim is ready Package Claim Guide
Find or verify the required carrier identifier Find and Verify a Tracking Number
Seek seller refund, replacement, marketplace protection, or payment remedy Who Should I Contact and the Package Claim boundary
Verify a suspicious fee, address request, or action message Fake Delivery Message

Identify the party that controls the next useful decision

The company named in the latest tracking event is not automatically the party that can perform the needed action.

A shipment can involve:

  • seller or merchant;
  • sender or shipper;
  • fulfillment provider;
  • carrier account holder;
  • origin carrier;
  • destination or final-mile carrier;
  • customs authority or broker;
  • marketplace;
  • shipment-protection provider;
  • payment provider.

Who Should I Contact About a Package?

Use this guide when the first decision is whether the seller, sender, carrier, local partner, customs actor, marketplace, or payment provider controls the next useful step.

Reach the correct official carrier channel

Official Carrier Support Directory

Use this directory when the responsible carrier and business unit are known and you need the current official tracking, delivery-management, support, or claim route.

For example, an integrated express division, postal parcel division, and eCommerce division can use different tools and support rules.

Preserve any case number, confirmation, requested evidence, and next required step.

Change, redirect, hold, or intercept delivery

Change Delivery Address, Reroute, Hold, or Intercept

Use this guide when the desired outcome is:

  • delivery instruction;
  • minor address completion;
  • full address change;
  • redirect or reroute;
  • hold for pickup;
  • delivery-date change;
  • vacation hold;
  • redelivery;
  • intercept, stop, or return.

These actions are not interchangeable.

delivery-change option displayed
=
an eligible request path is currently exposed

Eligibility can depend on:

  • sender or recipient authority;
  • authenticated account;
  • carrier and business unit;
  • service;
  • origin and destination;
  • delivery stage;
  • shipper restrictions;
  • fees;
  • current operational status.

A hold or pickup request does not prove the parcel is ready. Wait for the exact availability event and collection instructions.

Get proof of delivery, a photo, or a signature

How to Get Proof of Delivery, a Delivery Photo, or a Signature

Use this guide when you need the strongest available carrier record for:

  • recorded delivery date and time;
  • delivery-location wording;
  • delivery photo;
  • attempt photo;
  • signer name;
  • signature;
  • delivery certificate;
  • electronic proof;
  • carrier investigation result.
Proof of Delivery
=
a carrier-preserved record
describing the carrier-recorded outcome

A photo does not automatically prove verified geolocation, the full address, the correct unit, the parcel’s later location, theft, misdelivery, or fault.

A signature record does not automatically prove the named addressee personally signed or still possesses the parcel.

Preserve damage or missing-contents evidence first

Package Damaged or Contents Missing

Use this guide before a generic claim workflow when the parcel, packaging, seals, contents, or missing items require immediate evidence preservation.

A safe sequence is:

safety first
→ stop discarding or altering evidence
→ photograph the current condition
→ preserve packaging, label, seals, contents, and missing-item record
→ follow the exact carrier and merchant route

Do not discard packaging or contents when the current carrier process may require inspection.

Search, report, investigate, or file a claim

Package Claim Guide

Use this guide when the shipment may have reached a formal search, investigation, damage-report, inspection, or compensation stage.

These are separate processes:

A carrier claim can require:

  • confirmed carrier possession;
  • eligible service or coverage;
  • eligible filer;
  • proof of value;
  • invoice;
  • proof of deposit;
  • damage photos;
  • retained packaging;
  • inspection;
  • claim deadline;
  • item and contents description.

Do not make “file a claim” the default first step before the problem and process are classified.

Find or verify the identifier required by an official tool

How to Find and Verify a Tracking Number

Use this guide when an official support, delivery-management, proof, search, or claim process requires an identifier and you need to distinguish:

  • carrier tracking number;
  • merchant order number;
  • notice or door-tag number;
  • local or partner number;
  • shipment reference;
  • return number;
  • case or claim number.

A familiar format does not prove an active shipment, correct carrier, authentic merchant shipment, current possession, or correct recipient.

Use a trusted source and verify the identifier through the correct official carrier tool.

Support, search, investigation, claim, and buyer remedy are separate

The buyer may need a seller, marketplace, or payment remedy while the sender or carrier account holder pursues the carrier process.

Carrier compensation can be paid to a party other than the buyer. It does not automatically establish the buyer’s refund or replacement.

Verify completion, not only submission

Use this evidence ladder:

option exists generally
→ option displayed for this shipment
→ user authorized and eligible
→ request submitted
→ request acknowledged
→ request accepted operationally
→ later action outcome recorded

No arrow is automatic.

Possible later evidence includes:

  • corrected address or instruction;
  • new delivery date;
  • hold event;
  • pickup-readiness event;
  • changed delivery location;
  • proof document;
  • case status;
  • investigation result;
  • claim decision;
  • payment notice.

A request receipt is not the final result.

Evidence and identifiers to preserve privately

Depending on the action, useful evidence can include:

  • exact carrier event history;
  • tracking, notice, reference, local, case, or claim number;
  • sender proof of deposit;
  • order and shipping confirmation;
  • delivery photo or signature;
  • pickup notice;
  • packaging, label, seals, contents, and weight;
  • invoice or proof of value;
  • customs request;
  • merchant, marketplace, or payment-provider communication;
  • request and case confirmation.

Do not post this evidence publicly. Use only the official private submission route.

Protect outside deadlines

Do not assume that a delivery-change request, support case, search, investigation, or carrier claim pauses:

  • carrier action cutoffs;
  • pickup retention;
  • customs-response deadlines;
  • seller support or return periods;
  • marketplace buyer protection;
  • payment-dispute or chargeback periods;
  • warranty;
  • travel, event, medical, legal, or document deadlines.

The exact number depends on the carrier, country, service, actor, event, contract, marketplace, and payment method. Use the current official terms for the process you are protecting.

High-stakes shipments

Medication, passports, legal documents, critical repair parts, perishables, and high-value or irreplaceable items can justify contingency planning and timely official contact.

Urgency does not create a reroute, claim, proof, or support option that the carrier does not offer.

Suspicious action request?

A message can use a real carrier name, a real tracking number, or a real shipment detail and still be fraudulent.

Common action pretexts include:

  • address correction;
  • redelivery;
  • customs payment;
  • small delivery fee;
  • account verification;
  • pickup code;
  • final notice;
  • return warning.

Do not use the message link first.

  1. Open the official carrier site or app independently.
  2. Verify the shipment record privately.
  3. Use the official action route.
  4. Preserve the suspicious message for reporting.
  5. Use the scam guide after clicking, paying, or disclosing information.

Use Is This Delivery Text, Email, Fee, or Tracking Link a Scam? for the complete verification and recovery workflow.

Keep private shipment evidence private

Do not post:

  • tracking, order, notice, local, reference, case, or claim numbers;
  • label;
  • barcode or QR code;
  • name or address;
  • phone or email;
  • shipment screenshot;
  • delivery photo;
  • signature;
  • pickup code;
  • identity document;
  • invoice or proof of value;
  • customs document;
  • packaging or contents photos;
  • claim documents;
  • account screenshot.

Covering printed text is not enough when a barcode or QR code remains readable.

Do not enter a sorting facility, follow a delivery vehicle, retrieve from another property or mailbox, or confront a driver, neighbor, recipient, or pickup employee.

Keep public events organized without treating USTracking as the action authority

USTracking can help you save a supported identifier you already have, organize supported public carrier events, preserve returned event text, source, time, and location, receive notifications about later public changes, and open the relevant official action or 11Tracking guide:

USTracking cannot contact a carrier, seller, customs authority, or marketplace; change an address; reroute, intercept, hold, or reschedule; regenerate pickup access; retrieve hidden proof; authenticate a signer; open a search or investigation; file or manage a claim; pay fees or customs; issue a refund or replacement; or guarantee delivery.

Official carrier action resources

Eligibility, actor, fees, evidence, and completion rules differ by carrier, service, country, and shipment.

Scope and limitations

This page is a cross-carrier action-selection guide reviewed on July 23, 2026. It helps users choose among actor selection, official support, delivery changes, proof, damage preservation, searches, investigations, claims, identifier verification, and commercial remedies.

It does not:

  • diagnose a live shipment;
  • provide a tracking form;
  • determine eligibility for a carrier action;
  • submit or complete a delivery change;
  • contact a carrier or other party;
  • retrieve private proof;
  • authenticate a signer;
  • open a search, investigation, or claim;
  • determine claim, refund, replacement, marketplace, payment, customs, or legal rights;
  • replace the carrier, seller, sender, customs authority, marketplace, payment provider, or current official process.

Carrier tools, support routes, fees, eligibility, proof access, claimant rules, deadlines, evidence requirements, and published 11Tracking guides can change. The exact official route and later operational outcome control.

Last reviewed: July 23, 2026 Next scheduled review: September 23, 2026

Official sources and actions