Only some courier cartons arrived: what next?
Record the cartons actually received, then match every individual tracking number to the packing list, contents and delivery receipt. Report unresolved cartons promptly and request written confirmation that the shortage remains open while tracing continues. Reconcile factory dispatch evidence with Cambridge China Bridge.
Build a carton record for the whole dispatch
Ask whoever booked the courier for the shipment reference, complete list of individual tracking numbers, final carton-level packing list and dispatch label photographs. Link each tracking number to the factory carton identifier and declared contents. Include cartons that have not arrived. If labels changed during transit, request the mapping between original and replacement labels.
Keep the original packing list and record corrections separately. Do not infer contents from delivery order or similar-looking boxes. Our shipping marks guide covers carton identification before dispatch; this record connects those identifiers to courier evidence after a partial arrival.
| Record | What to capture |
|---|---|
| Identity | Shipment reference, factory carton identifier and individual tracking number |
| Expected contents | Product, variant, batch and quantity from the final packing list |
| Courier evidence | Latest tracking event, saved date and delivery receipt reference |
| Physical receipt | Arrival date, label photographs, receiving location and actual contents |
| Unresolved position | Missing carton or contents, evidence gap, case reference and next action owner |
Check individual tracking against physical receipt
Open the tracking record for every expected carton rather than relying on the shipment summary. Save dated copies of tracking events and available delivery receipts. Compare the delivery address, recipient, delivery time and photograph with warehouse records. Search reception, other goods-in areas and any authorised alternative delivery location.
Separate cartons physically received, cartons still moving, cartons marked delivered but unlocated, and cartons with no confirmed courier acceptance. Ask the booker for collection evidence where acceptance is unclear. Request carton-specific tracing for each discrepancy; a delivered status on the shipment summary does not resolve an unlocated carton.
Tie each delivery receipt to the cartons it covers
At each arrival, record the actual carton identifiers and count before signing. Describe any shortage against the expected dispatch and state when contents remain unchecked. Keep the annotated receipt and label photographs together. If the signing device offers no exception field, send the same details immediately in writing and retain the message.
Ask the courier which individual tracking numbers a shared delivery receipt covers. Match later arrivals to their own receiving records without replacing earlier evidence. If a receipt suggests complete delivery, request a correction or written clarification. For inspection and stock release, follow our goods-in acceptance guide.
Report the shortage while tracing continues
Notify the seller and courier booker promptly, and the insurer where applicable. Ask the booker to check the applicable reporting route, deadlines and who should submit the claim. Request written acknowledgement of the missing tracking numbers, a case reference and confirmation of whether a separate shortage claim is needed alongside the trace. Do not wait for tracing to finish before checking these points.
Use a factual message: ‘Only the cartons listed as received in the attached record have arrived. The remaining cartons or contents are unresolved. Please keep the shortage case open and confirm the claim steps and deadlines.’ Attach the reconciliation record, packing list, receipts, photographs and invoice. A request to keep a case open does not itself extend a deadline or establish liability. See our cargo insurance guide for the separate insurance route.
Working out your own order? Send us the product on WhatsApp and we reply the same working day: WhatsApp us
Update the shortage without closing it prematurely
When another carton arrives, photograph its label and seal, check its contents and update the original record. Separate a missing carton from missing units inside a received carton. Reduce the outstanding shortage only by quantities actually reconciled, and send an updated statement under the existing case reference. Record replacements and credits separately so the same loss is not counted again.
Before agreeing closure, reconcile all expected cartons, actual contents, receipts and any agreed remedy. Keep unresolved discrepancies explicit even if tracking shows complete delivery. HMRC says lost, damaged or defective imports may qualify for repayment or remission of customs duties; ask your clearing agent to assess that separately. Cambridge China Bridge's staff in China can help obtain factory packing and dispatch evidence.
Frequently asked questions
Tracking says delivered but a carton is missing. What should I do?
Check that carton's individual tracking and receipt against warehouse records. Ask for carton-specific tracing and report the unresolved shortage in writing, even if the shipment summary says delivered.
Should I wait for the remaining cartons before claiming?
Report the discrepancy promptly. Ask the courier booker to confirm the reporting route and deadlines while tracing continues, including whether a separate claim submission is needed.
Does signing for some cartons close the shortage claim?
Record exactly which cartons the signature covers and request clarification of any shared receipt. Do not assume partial receipt closes the claim or preserves it; check the applicable terms and keep written shortage notices.
What if the missing carton arrives after I report it?
Check its label and contents, update the existing case and reduce the shortage only by reconciled quantities. Keep any missing contents or unresolved remedy open.