What Should I Do If There Is a Shipping Delay or Delivery Problem?

If an order feels late, the first step is figuring out what kind of problem you are actually looking at. A shipping delay, missing tracking, supplier processing delay, and delivery problem are not all the same issue, and they should not all go straight to chat.

Quick answer: Start in Purchase Orders and identify whether the order is still processing, already shipped, missing tracking, delayed in transit, or already part of a refund or claim workflow. That tells you whether the next step is self-help or support.

Identify what kind of delay this is

Before escalating, determine whether the issue is:

• no tracking yet
• tracking exists but has not updated recently
• the shipment is moving more slowly than expected
• the package shows delivered but there is still a problem
• the issue looks tied to supplier processing instead of carrier movement

Support routing gets much better when the delay type is clear.

What to check first in Purchase Orders

Open the order and review:

• the latest visible order status
• whether shipping activity has started
• whether tracking is present
• whether there are notes or signs of supplier-side delay
• whether the order already moved into a return, refund, or claim path

This helps you avoid escalating an order that is still in a normal processing window.

When the issue is probably still self-service

Self-help is usually enough if:

• the order is still being processed
• tracking was only just created
• the last shipment update is recent
• the main question is simply "Has it shipped yet?"

In those cases, the customer usually needs clearer status visibility, not a live agent.

When the issue becomes a support problem

Move toward support if:

• the delay is clearly affecting a customer-facing promise
• tracking has been stale long enough to create real concern
• the issue looks tied to a supplier problem
• the order appears blocked or inconsistent
• the package shows delivered but there is still a resolution issue

At that point, the issue is no longer only informational.

What to gather before you escalate

Have these details ready:

• order number
• product or item name
• current order status
• tracking information, if available
• screenshots or notes showing the delay or mismatch
• whether you think the issue is shipping-related or supplier-related

That makes the handoff much more efficient.

If the issue may lead to refund or claim activity

If the delay is already turning into a request for resolution, check whether the order has moved into a refund, return, or claim-related workflow before opening a new support path.

That matters because the issue may already be under review instead of still being a simple shipping question.

What to do next

• Trying to confirm whether the order is only delayed? Check Purchase Orders and tracking details first.
• Trying to understand why nothing has updated? Determine whether the order is still processing or whether the shipment has actually stalled.
• Trying to resolve a customer-facing delivery problem? Gather the full order context, then move into support with the exact issue type.

If the issue looks more supplier-specific than shipping-specific, move next to the order-or-supplier support article so you choose the right escalation path.

Related articles

• Where Is My Doba Order?
• How Do I Check Order Status and Tracking in Doba?
• How Do I Get Help With an Order or Supplier Issue?
• How to Track a Refund Request in Doba