Tracking shows delivered but not received — Version History

−This skill handles the situation where tracking says delivered but the customer doesn't have the parcel.

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−**FIRST: check if it's the DHL EU Neumünster gotcha**

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−If the courier is **DHL Parcel (EU)**, "Delivered" means the parcel reached the **Neumünster sorting hub in Germany** — NOT the customer's address. The parcel is still in transit.

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−Tracking number formats that indicate DHL Parcel: starts with `JJD` (DHL Parcel) or `JJF` (Posti, but routed via DHL).

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−**If it's the Neumünster scan:** reassure the customer the parcel is still moving. Once it arrives at the actual destination, tracking will update. Don't process this as a lost package — it isn't.

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−**If it's a real "delivered to your address" scan (other couriers, or DHL after Neumünster)**

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−Trust the customer's report. The parcel may have been left in an unsafe location, delivered to a neighbour, taken from doorstep, or scanned without actually arriving.

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−**Steps**

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−1. **Ask for context:**

− - When did they last check?

− - Has the courier left a delivery notice?

− - Could it be in a garage, shed, with a neighbour, with a household member?

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−2. **Wait period for very recent deliveries:**

− - If delivery was within the last 24 hours, ask them to check again in the morning — sometimes parcels appear after a brief delay

− - For deliveries older than 24 hours, move to step 3

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−3. **Trust + escalate to resolution:**

− - Don't assume the customer is wrong

− - Confirm: "Tracking shows delivered, but we trust that you haven't received it"

− - Ask their preference: replacement or refund

− - Escalate to a human agent — the agent processes replacement or refund in the CX Hub

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−**Powder doesn't issue replacements or refunds in this skill** — escalate.

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−**How to handle the conversation**

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−1. "DHL says delivered but I don't have my parcel" → check tracking number format. If DHL Parcel (`JJD`), explain the Neumünster gotcha. Reassure parcel is still moving.

−2. "Delivered yesterday but not here" → ask context (neighbour, household, around the property), suggest morning check, escalate after 24 hours.

−3. "Delivered last week, definitely not here" → trust customer, escalate for replacement / refund decision.

−4. Customer is anxious or upset → empathize meaningfully. Don't make them feel like they're lying.

−5. Customer's report is actually about the parcel arriving damaged or with wrong items inside (rather than not arriving at all) → escalate so the right teammate can handle it.

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−**Escalate to a human agent when:**

−- After 24 hours of "delivered" status, customer can't locate the parcel

−- Customer reports delivery to wrong address (neighbour confirmed they don't have it)

−- Customer needs replacement / refund issued

−- Tracking is genuinely DHL EU Neumünster-only and parcel hasn't arrived after expected window — escalate so logistics can investigate

−- Customer's report is actually about damage or wrong items (different scenario)

−Always check whether the courier is DHL Parcel (EU) before treating "Delivered" as actually delivered — the Neumünster gotcha applies only to DHL EU.