If an item is missing after delivery, act quickly. Missing-item claims are much easier to resolve when you still have the packaging, photos and order records.
Check before opening a case
Compare the delivered parcel with the ACbuy parcel list, stored-item list and QC photos. Sometimes small accessories are packed inside shoes, pockets, dust bags or inner boxes.
- Check all packaging layers before throwing anything away.
- Compare item IDs, product photos and quantities.
- Confirm whether the missing item was actually included in this parcel or left in storage.
Collect evidence
Take clear photos of the parcel, shipping label, outer box, inner packaging and all items received. If possible, record a short unpacking video before moving everything around.
Keep the weight information from the logistics page. A weight mismatch can help support determine whether the item was missed during packing or lost during transit.
Open a support case
Contact ACbuy support from the parcel page and include the parcel number, missing item name, order ID, QC ID and evidence photos. Be specific about what is missing and what you received.
- Report as soon as possible after delivery.
- Do not discard the packaging until the case is closed.
- Keep replies in one support thread so the audit trail is clear.
Possible outcomes
After checking warehouse records and logistics evidence, support may offer a refund, reshipment, compensation or an explanation that the item was not part of that parcel. The clearer your evidence, the faster the result.