Key Points
- Read the last actual tracking event, date and carrier instead of treating every quiet day as a loss.
- Match any waiting period to the selected route; EU budget-line timing differs from a general first-scan follow-up.
- For delivered-but-missing or damaged contents, preserve evidence and contact support promptly.
Locate the Record and First Scan
Parcel Tracking Record
Logistics Orders
Sign in and open Orders → Logistics Orders.
Parcel selection
Choose the shipped parcel and open its international tracking information.
Tracking number
Keep the international number and selected route with the parcel record. Where supported, you can also check the number on 17TRACK.
First Tracking Update
After dispatch, the parcel first moves into the carrier’s network for processing, security checks and transport arrangements. Tracking can remain unavailable for roughly 3–5 days at this stage. A dispatch status and an initial carrier event describe different points in the journey.
Special-Line Tracking
Some tax-included special lines do not show their tracking record on 17TRACK. Give the international tracking number to account support so the route’s own tracking system can be checked. An empty result on one tracking service alone does not establish that the parcel is lost.
No Initial Tracking After Five Business Days
The general initial-tracking help says to submit an account support ticket if no tracking is available after more than five business days. Include the parcel number, tracking number and dispatch date. This follow-up point concerns missing initial information; it is not an automatic loss declaration or a universal deadline for every later tracking gap.
Check any notice for your exact route before applying the general allowance. The EU budget-line announcement describes its own longer airport queue and tracking pattern. If that service’s stated pattern does not explain the gap, give support the route and last known event rather than only the number of quiet days.
Interpret a Gap During Transit
Existing Tracking That Stops Updating
When tracking has already started, note what the last event actually says: logistics-warehouse receipt, flight queue, transfer, customs or local delivery. International shipments do not necessarily receive a new public scan every day.
Compare the gap with the service’s stated timing and any current route notice. Ask support to check an unexplained gap with the last event and date. Do not turn the general first-scan follow-up into a promised delivery date, or wait for a possible insurance milestone before opening an inquiry. A comparison of reported delivery times also depends on matching the start and end events.
Respond to the Actual Delivery Issue
Incorrect Address & Delivery Failure
Contact the local carrier
Use the international tracking number to ask whether an address correction, collection or another delivery attempt is still possible. The recipient is asked to make this local contact promptly; the sender cannot guarantee a correction after dispatch.
Provide the exact discrepancy
Compare the parcel address with your intended street, unit and postcode. Give the carrier the corrected detail through its official service channel and keep the case reference.
Update account support
Send the carrier’s reply and delivery status to MyCNBox support. A refused correction or missed local deadline can lead to return or loss; reshipment and compensation depend on the cause and route.
Customs Holds & Document Requests
A customs inspection is not automatically a confirmed seizure or a lost parcel. MyCNBox can coordinate with the freight forwarder, while the customs authority decides whether goods are released. Respond to the actual request with accurate, complete information.
Depending on the case, requests can include seller origin documents, product authorization, or identity and tax information. Ask support to explain the required material and submission channel. A tax-included service does not remove all document, item-eligibility or cooperation requirements.
If release is refused or goods are seized, keep the formal notice and carrier confirmation. Insurance treatment depends on the applicable event and recipient responsibility. Follow any further instructions through the official case rather than treating an ordinary tracking hold as proof of a payable claim.
Duty Requests & EU Tax-Included Services
Check whether your booked service includes taxes and read the notice from the carrier or customs office. For a service without tax included, the recipient may need to pay the assessed amount and complete clearance; delayed or refused cooperation can result in a return.
For an EU tax-included shipment covered by the 22 October 2026 service notice, forward a later duty-payment request to MyCNBox support so it can arrange the stated handling. Verify which service applies before making a second payment or ignoring a deadline. Do not substitute a universal duty rate or exemption assumption for the actual case.
Delivered Status Without Receipt
Check the handover locations
Ask your building management, mailroom, property office or neighbors whether they received the parcel on your behalf.
Request delivery details
Ask the local carrier for the delivery location, time and proof of delivery. Keep its inquiry number and the evidence supplied.
Obtain a formal loss confirmation if needed
If the parcel remains missing, the policy requires official carrier loss confirmation or a relevant official report. A delivered scan is not automatically classified as a lost shipment for compensation.
Submit the evidence
Give account support the parcel and tracking numbers, carrier reference and confirmation. A screenshot saying delivered, on its own, is not the required loss certificate.
Returned-to-Sender Parcels
Ask support to confirm the return reason and whether the route supports return delivery at all. If it does not, an unsuccessful delivery may not produce a parcel that can be reshipped. Insured international-return support has additional conditions; review the claim outcome before paying for another attempt.
| Return stage | Action and cost reference |
|---|---|
| Returned before leaving China | Wait for receipt of the returned parcel; the domestic-return help describes arranging a free reshipment |
| Returned after international transit | Original international freight has already been incurred; a further international shipment normally needs a new freight payment |
| Recipient-related return | Investigate the address, delivery or customs-cooperation issue first; do not assume insurance covers it |
Prepare the Support Handover
Carrier Contact & Case Handover
Use the local carrier’s official country website or the support details attached to its tracking record to find the current contact channel. The help center includes UPS and DHL country lists, but phone numbers and local opening hours can change. Match the carrier and service rather than calling a number for a different network.
When handing the case back to MyCNBox, include the local inquiry reference, carrier reply, event date and requested next step. Keep local-delivery evidence together with the purchasing account’s parcel record so both sides can identify the same shipment.
One Complete Tracking Inquiry
- Parcel order number, international tracking number and selected service.
- Destination, dispatch date and the exact last event with its date.
- The carrier’s requested action or notice, if any, and the relevant screenshot.
- Any local inquiry number, reply or formal delivery/loss evidence already obtained.
Keep one dated case record so later replies can distinguish a new tracking event from a repeated inquiry about the same event.