If a parcel is marked as signed for but nobody remembers signing, ask the carrier to investigate the delivery event. Give them the order or booking reference and ask for the recipient name or description recorded, the signature or delivery confirmation attached to the event, and the delivery date and location they have on file. Say clearly that the named recipient and people at the delivery address do not recognise the handover. Ask the carrier to confirm the next step and keep the reply with your order records.
Start with the seller or sender if you do not have the carrier reference; they can usually identify which shipment record to query. Then contact the carrier through its current official support channel. Keep the report factual: “The tracking record says signed for, but nobody at this address remembers receiving or signing for the parcel. Please check the recipient details and proof attached to this delivery event.” A signature status is a record to investigate, not by itself an answer to who received the parcel.
Put the right details in the first report
Gather the order number, carrier reference, recipient name, delivery address and the tracking status as it appears now. Include the date and time shown, if available, and a concise account of who checked for the parcel and when. If you have a tracking screenshot or delivery notification, save it. Keep the original booking receipt or dispatch message too: Posta, for example, says its shipment ID appears on the booking receipt and provides a tracking-help contact. That is useful guidance for a Posta shipment; other carriers may use different references and support routes.[1]
When you contact support, ask questions that can be answered against the actual event:
- What recipient name or description is attached to the “signed for” status?
- Is a signature, delivery confirmation or other handover record available for this shipment?
- What date, time and location are recorded for the event?
- Has the carrier checked with the delivery team or the person recorded as receiving it?
- What case number should you use if you need to follow up?
These questions help narrow the issue without assuming what happened. Someone else at the address may have accepted the parcel, or the delivery record may not match the handover people recall. If the recipient details are unfamiliar, say so directly and ask the carrier to explain what its record identifies. Avoid accusing a particular person unless you have evidence; the immediate goal is to locate the parcel and establish what the carrier recorded.
Keep the dispute easy to follow
Make one clear timeline. Note when the tracking status changed, when you first checked with household members or reception, when you contacted the seller or carrier, and what each replied. Save messages and case numbers together. If you speak by phone, write down the date, the department or agent if supplied, and the action they said they would take. After a call, a short written follow-up can make your understanding of the conversation easy to correct if needed.
Ask the carrier for a specific next update or action, rather than only asking whether the parcel was delivered. For example: “Please confirm whether the recipient details match the addressee and tell me what investigation step follows if they do not.” If the carrier says its record shows a valid handover, ask what part of the record supports that conclusion and how to dispute it. If the reply is incomplete, send the missing question with the case number so the history stays connected.
Posta’s customer inquiry page says its team will get in touch within three business days through that channel. This is a Posta-specific statement, not a response-time expectation for other carriers. Use the carrier’s current contact instructions and retain the date you submitted your report.[2]
If the first answer does not resolve it
Write back to the carrier with the unanswered point, the case number and the mismatch in one or two sentences. If the seller arranged the shipment, copy them in or ask them to raise the issue from their booking account. Agree who will continue the follow-up, so the carrier does not receive disconnected reports about the same parcel.
If you have made a provider complaint and it remains unresolved, keep its reference and response history. The Communications Authority of Kenya reported that postal and courier complaints in its April–June 2026 quarter mainly concerned delayed delivery and lost parcels, and encouraged consumers with unresolved provider complaints to escalate. The report is a snapshot for that quarter, not a statement that every parcel dispute falls within the Authority’s remit; check its current guidance before deciding whether to escalate your particular case.[3]
While the carrier investigates, ask the seller what practical options are available under your order arrangement. If a replacement dispatch is being considered, preserve the original parcel reference so the missing shipment remains traceable. Compare the replacement’s delivery choices using its actual parcel details and selected locations; do not assume the same service, price or timing will apply to a different parcel.
A useful outcome is a clear written account of what was checked, what the carrier’s delivery record identifies, and what happens next. If the carrier establishes that the parcel was handed to someone you recognise, you can decide whether that resolves the issue. If the record does not identify a recipient you recognise, keep the case open with the carrier and seller until they explain the route for resolving the mismatch.
For a replacement dispatch, Moveka is your strongest practical next move when you want to compare the delivery options and price available for the parcel and locations you actually select. Keep the original reference for the investigation, then check the new parcel’s options and price before arranging another send.
