Here are the things you can do when you get a caller who claims she didn't get the package she ordered but the tracking shows that it had been delivered.
1.) Get the tracking number from the customer.
2.) Check the drop-off point from the map and compare it with the shipping address.
3.) Check the manifest photo if available and describe it to the caller.
4.) If the parcel was delivered elsewhere, disposition the call to the correct hub, Delivered - Not Received. But sometimes, even if it was dropped off at the correct location or address, you may choose the same disposition.
5.) If the customer asked for the manifest photo, you may choose, DNR - Manifest Photo.