{"id":6485,"date":"2026-04-21T16:07:00","date_gmt":"2026-04-21T14:07:00","guid":{"rendered":"https:\/\/global.fr.shopping.rakuten.com\/faq\/managing-an-order-that-has-not-been-received\/"},"modified":"2026-05-12T14:44:13","modified_gmt":"2026-05-12T12:44:13","slug":"non-received-order","status":"publish","type":"faq","link":"https:\/\/global.fr.shopping.rakuten.com\/en\/faq\/non-received-order\/","title":{"rendered":"Managing an order that has not been received"},"content":{"rendered":"    <div id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1\" class=\"btw_faq\">\n\t\t<div class=\"faq\" id=\"faq-btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"faq__item\">\n\t\t\t\t\t\t<div class=\"faq__item__header\" id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading1\">\n\t\t\t\t\t\t\t<a class=\"faq__item__header__link\" href=\"#\" data-toggle=\"collapse\" data-target=\"#btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse1\" aria-controls=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse1\">\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__title\">In what cases is an order considered as not received? <\/span>\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__arrow\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse1\" class=\"collapse faq__item__content\" aria-labelledby=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading1\">\n\t\t\t\t\t\t\t<p>A product is considered <strong>not received <\/strong>if it falls into one of the following subcategories:<\/p>\n<ul>\n<li>Package stuck in transit<\/li>\n<li>Package delivered to the wrong address<\/li>\n<li>Lost package<\/li>\n<li>Package returned to sende<\/li>\n<li>Delivery dispute (delivery marked as delivered but not received by the buyer)<\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"faq__item\">\n\t\t\t\t\t\t<div class=\"faq__item__header\" id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading2\">\n\t\t\t\t\t\t\t<a class=\"faq__item__header__link\" href=\"#\" data-toggle=\"collapse\" data-target=\"#btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse2\" aria-controls=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse2\">\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__title\">Which delivery methods can be affected? <\/span>\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__arrow\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse2\" class=\"collapse faq__item__content\" aria-labelledby=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading2\">\n\t\t\t\t\t\t\t<p>The &#8216;not received&#8217; dispute can apply to all delivery methods.<\/p>\n<p>As a reminder, the various <strong>non-prepaid <\/strong>shipping methods are:<\/p>\n<ul>\n<li><strong>Standard <\/strong>(tracking number not mandatory)<\/li>\n<li><strong>Tracked <\/strong>(with tracking number and no signature upon delivery)<\/li>\n<li><strong>Registered<\/strong> (with tracking number and signature upon delivery), mandatory for any item over \u20ac200.<\/li>\n<li><strong>Express <\/strong>(24-hour delivery with tracking number \u2013 reserved for professional sellers, as an option)<\/li>\n<\/ul>\n<p>The various prepaid shipping methods are:<\/p>\n<ul>\n<li>So Colissimo (with tracking number, with or without signature upon delivery)<\/li>\n<li><strong>Chronopost <\/strong>(with tracking number and signature upon delivery)<\/li>\n<li><strong>Mondial Relay<\/strong> (with tracking number and signature upon delivery)<\/li>\n<li><strong>Shop2Shop by Chronopost<\/strong><\/li>\n<\/ul>\n<p>You must always respect the shipping method you committed to or offer a superior shipping method (e.g., Tracked instead of Standard).<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"faq__item\">\n\t\t\t\t\t\t<div class=\"faq__item__header\" id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading3\">\n\t\t\t\t\t\t\t<a class=\"faq__item__header__link\" href=\"#\" data-toggle=\"collapse\" data-target=\"#btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse3\" aria-controls=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse3\">\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__title\">What is the process to follow? <\/span>\n\t\t\t\t\t\t\t\t<span class=\"faq__item__header__link__arrow\"><\/span>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div id=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-collapse3\" class=\"collapse faq__item__content\" aria-labelledby=\"btw_faq-block_ac7c33f561afdac3b41245b5b30bbae1-heading3\">\n\t\t\t\t\t\t\t<p>Once the buyer indicates that they have not received their package, Customer Service will contact you. You must confirm its shipment within 48 hours by providing the following information: <\/p>\n<ul>\n<li>Tracking number (not mandatory for the <strong>Standard<\/strong> delivery method)<\/li>\n<li>Shipping date<\/li>\n<li>Carrier name<\/li>\n<\/ul>\n<p>You then have <strong>2 days to provide proof of delivery<\/strong> if your package has indeed been shipped, or to ship the package if this has not yet been done.<\/p>\n<p>Without a response from you within 48 hours, the sale is liable to be cancelled.<\/p>\n<ul>\n<li><strong>Note<\/strong>: In the case of a <strong>Registered shipment,<\/strong> a delivery dispute can be initiated up to 72 hours after the package has been delivered.<\/li>\n<li><strong>Quick tip:<\/strong> Opt for tracked shipping, as you risk not being reimbursed in the event of a non-receipt claim for an order.<\/li>\n<\/ul>\n<p>If you have provided proof of shipment but the buyer still claims not to have received the package, the latter has <strong>5 to 7 days to provide you via email<\/strong> with a certain number of documents (sworn statement, ID, proof of address, police report).<\/p>\n<p>Upon receipt of these various documents, Customer Service will contact you to inform you that a claim must be filed with the carrier. You then have 25 days to get back to Customer Service with the findings of the investigation, which will determine whether or not a refund should be issued. <\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n    <\/div>\n    ","protected":false},"template":"","meta":{"_acf_changed":false},"categorie-faq":[80],"class_list":["post-6485","faq","type-faq","status-publish","hentry","categorie-faq-after-sales-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Managing an order that has not been received | Rakuten<\/title>\n<meta name=\"description\" content=\"Order not received on Rakuten: how to open a claim, contact the seller, and manage the refund.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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