A GLS package shows a frozen status for several days, or the announced delivery date has passed without news from the carrier. Before making multiple calls, identifying the right contact person and knowing the legal levers can help resolve the situation faster than a blind follow-up. Here’s an overview of the concrete steps, from online tracking to formal notice.
Seller or carrier responsibility: who should act in case of GLS delay
The most common confusion is contacting only GLS while the seller remains the primary responsible party. Under French law, the risk of loss or delay falls on the professional seller until the physical delivery of the package to the recipient (article L. 216-4 of the Consumer Code). The computer status “in delivery” or even “delivered” is not sufficient to prove that the recipient has actually received the package.
When a delivery delay with GLS extends, it is therefore the seller’s responsibility to open an investigation with the carrier and propose either a new shipment or a refund. The recipient does not have to negotiate directly with the GLS agency for a purchase made from an e-commerce merchant.
| Contact Person | Role in case of delay | When to contact |
|---|---|---|
| Seller / e-merchant | Legal delivery responsibility, opens the investigation with GLS | As soon as the expected delivery date has passed |
| GLS (customer service) | Provides tracking information, intervenes at the seller’s request | Additionally, to obtain details on the package status |
| GLS (number 09 74 910 910) | General information, no premium rate | To check the status or report an incorrect address |
Additional deadline and formal notice: the procedure that recipients ignore
Many consumers simply wait or follow up by email. The Consumer Code provides for a more effective mechanism. The recipient can impose a reasonable additional deadline on the seller to execute the delivery. If the package still does not arrive by the end of this deadline, they can terminate the contract, meaning cancel the order and obtain a full refund.
The formal notice must be sent in writing (email with acknowledgment of receipt or registered mail). It should mention the order number, the GLS tracking number, the originally scheduled delivery date, and the new deadline granted.
Elements to gather before sending the formal notice
- The GLS tracking number and screenshots of the frozen or inconsistent delivery status
- The invoice or order confirmation indicating the delivery date promised by the seller
- The history of exchanges (emails, SMS) with the seller and, if applicable, with GLS customer service
- An explicit formulation of the additional deadline granted, with a precise deadline date
This formality is not just a recommendation. Without a written formal notice, the termination of the contract can be contested by the seller, who may argue that they were not informed of the problem in the proper manner.
Package marked “delivered” but never received: a specific case of GLS delay
GLS tracking sometimes indicates “delivered” when the recipient has received nothing. This scenario does not fall under a simple delay but rather a delivery anomaly. The seller remains the primary contact: the computer status “delivered” does not constitute proof of actual delivery to the consumer.
The procedure to follow differs slightly from a classic delay. It is necessary to contact the seller within hours of the delivery notification, attaching a sworn statement of non-receipt. The seller must then request GLS to conduct an internal investigation.
Checks to make before declaring non-receipt
Check the tracking link to see if the package was dropped off at a neighbor’s relay (Keepers from the Pickme network) or at a GLS pickup point. GLS pickup points hold packages for 8 business days before returning them to the sender. A notification SMS or email may have been filtered by a spam blocker.
Also verify the address provided during the order. An error in the number or floor is enough to lead to a drop-off at a third party’s location. The GLS site allows modifying delivery instructions via the tracking link, but only as long as the package is still in transit.
Mediation and recourse in case of ongoing disputes with GLS
If the seller does not respond or refuses the refund after the formal notice, the consumer has several recourses. The first is to contact the consumer mediator associated with the seller. Each professional is required to provide the contact details of their mediator in their general sales conditions.
- Contacting the mediator is free and suspends the limitation periods
- Mediation generally concludes within a few weeks, with a proposal for an amicable solution
- In case of mediation failure, the consumer can take the competent court, often the local court for low-value disputes
For cross-border purchases passing through GLS from another European country, the European Commission’s online dispute resolution platform can also be used.
Documenting each exchange from the first day of delay remains the most protective reflex. A complete file (tracking screenshots, emails, dated formal notice) speeds up any procedure, whether amicable or judicial. The seller, not the carrier, remains the pivot of the resolution: initial steps should always be directed towards them.
