Find the tracking number for the missing parcel
Start with the order confirmation. Open the account or storefront that issued it and look at the shipments attached to that order. Note which products belong to each parcel. Hacoo explains on its website that it can send available items first when an order also contains preordered or back-ordered items. Two items paid for together can therefore arrive under different numbers.
Consider an order for trainers and a hoodie. If the trainers arrived and the hoodie has its own number showing it is still in transit, follow that second shipment. If the order assigns both items to the parcel you opened, keep the packaging, label and a photo of what arrived. Report a missing item from a received parcel. If you received neither item and the matching tracking number shows delivery, continue with a missing-parcel report. These three situations call for different evidence.
Read the last event on the carrier’s own page
Follow the tracking link in your order to the company that handled the final delivery. Look for a local tracking number if a cross-border carrier handed it over. Record the delivery date, local time if stated, delivery description and any named pickup location. Save the history as well as the final event, so a support agent can identify the handover if the number changes between carriers.
Check the exact verb. A parcel that has arrived at a local depot is still with the carrier. A parcel ready for collection may be waiting behind a counter or inside a locker. If the carrier says it was collected, but you never collected it, report that specific discrepancy and ask it to verify the collection record. If the app shows delivery while the carrier still shows transit, send both dated screens and ask which event refers to your parcel.
Check the address and handover point
Compare the shipping address saved on the order with the place you expected delivery. Pay particular attention to flat numbers, building entrances and any safe-place instruction you gave. Look in the mailbox for a collection slip. Check the stated spot, accessible common parcel area and reception desk. Ask household members, a concierge or the neighbour identified on the notification whether they accepted it. These are the first checks Hacoo’s EU help page recommends.
For an apartment delivery, a photo of a door may give you something more precise to check: the flat number, a row of buzzers or the colour of the entrance. If it appears to show a different building, tell the carrier which detail differs. If you cannot recognise the location, say exactly that. You can ask the carrier to investigate without identifying another tenant, sharing someone else’s photo publicly or entering private premises.
Ask the final carrier for proof of delivery
Contact the carrier through the tracking page or its own customer service. Give the local tracking number, the date of the delivered event and your delivery postcode. Ask whether the parcel was handed to a person, left at an agreed location or marked delivered to a collection point. Request whatever delivery confirmation the carrier can share, such as a drop-off description, photo or signature record. The available information varies by carrier and service.
If a photo shows your building but the parcel has gone, distinguish what you recognise from what you received. If the carrier can investigate only at the sender’s request, ask for a case number or written confirmation of that instruction. Pass it to the ordering service so it can raise the request with its shipping partner. Write down the contact date and the next update the carrier offered; it gives you a concrete point for a follow-up.
Open the case through the service where you ordered
On the EU Hacoo help page for this problem, the route starts in the affected order: select Refund/Exchange, then the reason for a refund because the package was not received. Follow the options shown in your version of the app to request an investigation. In contrast, Hacoo’s web shipping page directs shoppers with a delivered-but-missing parcel to the carrier named on the tracking page and then to customer support for help. Use the instructions attached to your own receipt and order.
If you discovered the product here but checked out through another catalogue or ordering service, take the case to the account holding the transaction. A product-link directory cannot access the delivery record or approve a refund. If Hacoo is the ordering service and the missing-package option is absent, use its in-app support for that order. Quote the words on your screen and ask where to submit the missing-delivery evidence. Keep an image of the available options.
Send a report someone can act on
Put the order number, missing parcel number and last-mile carrier at the top. Describe the last event, which drop-off locations you checked, whether someone accepted the parcel and what the carrier told you. Include the case reference if you have it. Attach the relevant tracking history, available delivery proof and a list of the missing items when an order has several shipments. Use the private support channel and crop unrelated orders or payment details from screenshots.
A short message you can adapt: “Order [number], parcel [tracking number]. The carrier recorded delivery on [date/time] at [location shown]. I checked [places] and asked [household/reception]. The parcel is missing. The carrier’s reference is [number]; it said [reply]. Please investigate this shipment and tell me when to expect an update.” Where an item from another parcel has arrived, add its tracking number on a separate line so nobody closes the missing case against the successful delivery.
Keep the case open through the next decision
Hacoo’s app shipping policy gives a window of 15 days from the delivered tracking event for refund enquiries about a missing parcel. Its web shipping page separately describes after-sales support within 15 days of delivery. Check the conditions shown for your order and start promptly; waiting for a carrier’s final investigation could use up the period displayed. Save the date you submitted the request, your support reference and the attachments you sent.
If a reply repeats the tracking status, reply in the same case and point to the unresolved question: where was it left, who accepted it, or which local number proves the handover? Ask the service to explain the next step and any additional evidence it needs. A submitted report starts a review. The decision about a replacement or refund comes from the ordering service. If the parcel turns up, tell both teams and keep their acknowledgement with the order.