What should I check when an order arrives with one item missing?

Start by checking what you ordered against what you received. Open the order confirmation and note the item names, quantities, and any order or shipment identifiers. Then inspect the parcel paperwork, such as a packing slip, if there is one. These are useful records to compare, but a packing slip may not be included or may not explain every shipment.

Next, look through the seller’s shipment notices and order page for any indication that the order was divided into multiple parcels or that an item is due separately. Do not assume that a missing item is definitely delayed—or definitely omitted—until you have checked. The FTC advises contacting the seller about something that did not arrive and keeping order records such as confirmations, receipts, tracking numbers, shipping promises, and communications. That guidance supports keeping a clear record; it does not establish that every seller uses packing slips or split-shipment notices. [S1]

Look for specific evidence in the records you have: a notice naming the missing item as a separate shipment, another tracking number, or an order page that shows separate parcels. Compare those details with the parcel that arrived. A general “order shipped” message alone may not tell you whether every item was in that box.

If you find no clear indication either way, treat the status as unconfirmed and ask the seller to check. For example, write down: “Order [order number] shows [item and quantity] as purchased. The parcel delivered on [date] contained [items received]. I could not find a notice or tracking detail for [missing item]. Can you confirm whether it is shipping separately or advise what to do next?” Use placeholders in your draft, then fill them in from your records.

Gather the order confirmation or receipt, the relevant tracking number, any delivery or shipment notices, and a short inventory of what was in the parcel. Note the delivery date and the missing item’s exact name or description as shown in the order. Keep copies of messages you send and receive; the FTC recommends retaining order records and communications. [S1]

Use the seller’s current support process, as shown on its order page or official customer-service materials. The available contact method and steps vary, so do not assume a particular form, deadline, or remedy. Ask for confirmation of the shipment status and the next step, rather than guessing what the seller’s policy requires.

You can adapt this:

“Hello, I’m contacting you about order [order number]. The order record lists [missing item and quantity]. The parcel delivered on [date] contained [items received], but I did not find [missing item]. I checked [packing slip, if included] and [shipment notices/order page]; I found [brief result, or ‘no information confirming a separate shipment’]. Could you please check the order and let me know whether the item is shipping separately or what I should do next? I can provide the relevant order and tracking details.”

Keep the wording factual: say what your records list and what you found in the parcel, not why you think the item is missing. Save the message and the seller’s reply with your order records. The FTC source supports contacting the seller and keeping records, but it does not establish a specific seller response time, outcome, or remedy. [S1]