My parcel is marked as delivered by La Poste, but I haven’t received it, what should I do?

Question

It can happen that a parcel is marked as delivered even though it hasn’t reached your hands yet. In this case, it’s important to act quickly.

1. Check the parcel tracking

Start by checking the La Poste tracking number, accessible:

from the transaction screen in the app.

Make sure the status shows as delivered and not still in transit.

2. Perform essential checks

Before reporting an issue, check:

with your neighbors, in case they received the parcel by mistake,
with your local post office, by providing the tracking number,
the usual delivery locations:

mailbox,
building lobby,
parcel locker,
reception desk or concierge,

that the delivery address indicated in the transaction is correct.

In many cases, the parcel has been left in an unusual spot or is temporarily held.

3. ⚠ Mandatory deadline to report the issue

If, after these checks, the parcel is still missing:

you must click on “Report an issue” from the transaction screen,
within a maximum of 24 hours after receiving the Cyclem notification indicating the item has been delivered.

This deadline is crucial to prevent the automatic validation of the transaction and the release of funds to the seller.

After this 24-hour period:

the transaction is automatically validated,
the seller receives the payment,
no disputes are possible.

4. Processing by Cyclem

Once the issue is reported within the deadline:

Cyclem opens an investigation with La Poste,
follows the official procedure,
and then communicates La Poste’s clear decision.

In case of confirmed loss

If La Poste confirms a loss:

the buyer is refunded the item’s amount,
the seller is compensated according to La Poste’s terms.

⚠ Buyer protection fees are not refunded.

Key points to remember

✔ Check the parcel tracking immediately
✔ Perform local checks (neighbors, post office, address)
✔ Report the issue within 24 hours after the delivery notification
✔ After 24 hours, the transaction is automatically validated

Keywords: parcel marked delivered, La Poste, not received, parcel tracking, report an issue, 24-hour deadline, automatic validation