A missing carton can become confusing quickly. The supplier says all boxes were shipped, the carrier shows only one delivery, and platform support asks for evidence. Buyers need a clean checklist so the issue does not turn into scattered messages.
Use this checklist when part of a China order is missing.
Ask the supplier
- How many cartons were packed?
- Can you provide carton photos before pickup?
- What are the tracking numbers for every carton?
- Can you provide the pickup receipt or warehouse handoff proof?
- Will you replace, refund, or wait for carrier investigation?
For the dispute version of this problem, read our internal guide on one box missing from an Alibaba order. DDPexpert’s China sourcing and order control guide explains why shipping evidence should be prepared earlier.
Ask the carrier or forwarder
- How many cartons were received at pickup?
- Does the scan record show all cartons?
- What is the weight of the delivered package?
- Is there a separate delayed tracking number?
- What document is needed for a loss claim?
Ask platform support
Ask what evidence is required before the dispute deadline. Upload the invoice, packing list, tracking pages, delivery proof, photos, and supplier messages in a structured way.
For evidence organization, use the dispute evidence file guide. For shipping partners, DDPexpert’s China freight forwarding guide is useful.
Final recommendation
When a carton is missing, do not close the case based on promises. Confirm carton count, custody, tracking, weight, and remedy in writing before accepting any resolution.
