Cannot arrange our UR5e installation with only the arm delivered

Complete contents only. Nothing divided by crate.

Ask for the package breakdown and dispatch evidence for the controller package, with the power lead specifically located in that breakdown.

Requested. Seller sent a photograph of a closed carton without a readable label.

That needs a readable identifier. And don't start shopping for a substitute controller just to keep the installer busy; the supplied system needs to be correctly matched and assessed.

Has the seller said the photograph is of your carton? It is an obvious question, but we once spent several messages tracing what turned out to be an example of their packing.

Jonas, they say it is ours. Chloe, checked every label. Only the delivered arm reference.

Then ask them to connect that carton to a carrier record. I would leave the installer unbooked until you have more than a photograph and an assurance.

Also tell the seller the installer is waiting on the missing package, so separate shipment does not get treated as a closed query.

They supplied a parcel number. Carrier page says information received. No collection event.

Ask whether the carton is still with them.

It is. Seller now says awaiting collection. Earlier shipped wording was wrong.

At least you can stop asking the carrier to find something it hasn't collected. Has the seller confirmed the controller identity and included lead, while the carton is still there?

Get those details before collection if you can. Much easier to ask for a missing lead now than discover another empty line when the carton arrives.

Lucy, controller details are with our installer for review. Chloe, seller confirms the lead is packed.

Carrier now records collection. Installer reviewed the supplied identity details. Arrival and our own contents check still pending.

Has it reached you yet, Dean?