When only the sender can open a carrier investigation, the buyer should give the actual seller a concise, complete record linking the order, shipment, and carrier response.
Send a connected case record
Provide the actual seller with the order number, the email used at checkout, the tracking number, and the complete tracking history available to you. Identify the last recorded status, its date and location, the expected destination, and the specific problem—for example, no movement, a conflicting destination, or an unexplained return.
Also provide the carrier’s reply stating that the sender must initiate the investigation. Include any case or reference number, the date and channel of contact, and a screenshot or copy of the response. If the carrier requested particular documents or information from the sender, reproduce that request accurately rather than guessing what may be required.
Keep the evidence useful and safe
Arrange the information chronologically so the seller can connect the order to the shipment and the carrier contact. Screenshots should show relevant dates, statuses, and reference numbers, but unrelated transactions and sensitive financial information should be hidden. SEWARD’s Contact Us page instructs buyers to include the order number and checkout email for order inquiries and not to submit passwords or full payment-card details.
SEWARD’s Shipping & Delivery page recognizes that transport and customs exceptions can affect delivery estimates. The investigation therefore needs the actual shipment record; an elapsed estimate alone does not determine what happened.
Let the actual sender make the request
Do not claim to be the sender or alter account details to open a sender-only case. Give the seller the carrier’s instructions and ask whether the request has been submitted, whether a reference number is available, and whether anything else is needed from you.
A request for investigation is not a guaranteed finding, refund, or replacement. Those questions remain unresolved until the carrier and seller review the shipment and the applicable order circumstances.