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How to Respond When Package is Delivered to Wrong Address (Email Template)

· 6 min read

When packages are delivered to the wrong location—especially due to address errors—customers panic about lost items and wasted money. This guide shows you how to investigate quickly, determine responsibility, and resolve with replacements or refunds.

Example Customer Complaint​

Subject: Package delivered to wrong address!

Hi there,

According to tracking, my package (Order #88219) was "delivered" 
yesterday at 3pm, but I never received it. I checked with neighbors, 
looked around my building - nothing.

The tracking shows it was delivered to "123 Oak Street" but my address 
is "123 Oak AVENUE" - completely different street! I clearly entered 
Oak Avenue when I placed the order, so this must be an error on your end.

Now someone else has my package with my $200 order. What are you going 
to do about this? I need either a replacement or a full refund ASAP.

Tom

Casee.io Analysis: Automatic Case Classification​

When you paste Tom's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Package delivered to wrong address
  • Service Type: Shipping
  • Priority: High
  • Categories: Delivery Issue, Wrong Address

Key Issues Identified​

Casee.io breaks down the complaint into 3 specific issues that need addressing:

Issue 1: Package Marked Delivered But Not Received​

Customer's concern:

"According to tracking, my package (Order #88219) was 'delivered' yesterday at 3pm, but I never received it. I checked with neighbors, looked around my building - nothing."

Suggested response:

We sincerely apologize that your package was marked as delivered but was not received. We understand you've already taken steps to check with neighbors and around your building, and we appreciate you doing so.

Issue 2: Address Discrepancy (Street vs Avenue)​

Customer's concern:

"The tracking shows it was delivered to '123 Oak Street' but my address is '123 Oak AVENUE' - completely different street! I clearly entered Oak Avenue when I placed the order, so this must be an error on your end."

Suggested response:

We have noted the discrepancy between the address where the package was delivered (123 Oak Street) and your correct address (123 Oak Avenue). We will investigate how this error occurred to prevent it from happening again and to locate your package.

Issue 3: Package Lost, Need Replacement or Refund​

Customer's concern:

"Now someone else has my package with my $200 order. What are you going to do about this? I need either a replacement or a full refund ASAP."

Suggested response:

We understand you need a resolution for your $200 order, and you're requesting either a replacement or a full refund. Our priority is to resolve this for you as quickly as possible. We will be investigating the delivery to the incorrect address and will follow up with you regarding the next steps for a replacement or refund.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hi Tom,

Thank you for reaching out to us. We are very sorry to hear about the 
issue with your recent order (Order #88219) and understand how 
frustrating it must be to not receive your package, especially when it 
was delivered to the incorrect address. We want to assure you that we 
are looking into this immediately.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific investigation findings or resolution timelines.

Closing (AI-Generated):​

We appreciate your patience as we work to resolve this for you. Please 
let us know if you have any further questions or information in the 
meantime.

Why This Approach Works​

✅ Validates their search efforts - Acknowledges they checked neighbors

✅ Investigates address discrepancy - Street vs Avenue is significant

✅ Doesn't immediately blame carrier - Investigates your system first

✅ Offers choice - Replacement or refund, not one-sided decision

✅ Takes ownership - Even if carrier error, you resolve it

Common Wrong Address Scenarios​

Scenario A: Error in your shipping system​

Add: "I've reviewed our records and see that our system incorrectly changed 'Avenue' to 'Street' during label generation. This is our error. I've shipped a replacement immediately with correct address verification."

Scenario B: Carrier misdelivery (correct label)​

Add: "I've confirmed the shipping label showed the correct address (123 Oak Avenue). The carrier misdelivered it to Oak Street. I've filed a claim and am shipping a replacement today."

Scenario C: Customer typo during checkout​

Add: "I've reviewed your order and see '123 Oak Street' was entered at checkout. I understand this was likely a typo. I've updated your address to Oak Avenue and am shipping a replacement."

Scenario D: Package potentially retrievable​

Add: "I've contacted the carrier to attempt retrieval from 123 Oak Street. If successful, it will be redelivered to your correct address within 24 hours. If not, I'll ship a replacement immediately."

How to Use Casee.io for Wrong Address Complaints​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check delivered address vs customer's stated address
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add investigation details - What you found, who's responsible, resolution plan
  5. Follow up internally - Fix address validation if system error

Investigation Steps​

After receiving this complaint:

  1. Pull order record - What address did customer enter?
  2. Check shipping label - What address was printed on label?
  3. Review carrier tracking - GPS coordinates, delivery photo if available
  4. Contact carrier - Can package be retrieved?
  5. Verify similar orders - Are other Oak Avenue orders going to Oak Street?
  6. Fix root cause - Address autocomplete, validation, carrier data feed

Prevent Future Misdeliveries​

Common causes:

  • Address autocomplete errors - Suggesting wrong street type
  • Insufficient validation - Not flagging similar address discrepancies
  • Carrier address standardization - Carrier "correcting" addresses incorrectly
  • Copy/paste errors - Spaces, special characters causing mismatches
  • International formatting - Address format differences by country

Address Validation Improvements​

Implement these to reduce errors:

  • USPS/Canada Post API - Validate addresses before order submission
  • Google Maps verification - Show map pin for user confirmation
  • Fuzzy match warnings - Flag "123 Oak St" vs "123 Oak Ave" similarities
  • Delivery instructions field - Let customers add clarifying details
  • SMS delivery day-of - "Package arriving today at [address]" for verification

Try It Yourself​

Want to handle wrong address complaints faster and reduce misdelivery rates? Try Casee.io free →

Paste your customer message and get instant analysis with investigation-focused, solution-driven response suggestions.