Why is our FR5 shipped only on a label screenshot?

They say their freight agent collected it. No receipt supplied.

Ask for the agent's reference and handover record tied to your crate mark. The carrier label may cover a later leg, but that explanation still needs evidence of the earlier handover.

Have they named the agent so you can ask it directly whether it has the crate? Not just a second tracking page with the same empty status.

Agent named now. It cannot match the carrier number to an incoming crate.

Give it the seller's crate mark and order reference as well. Different reference systems could explain the failed search, though they do not establish that collection occurred.

And ask the seller for the pickup record again.

Has the crate-mark search found anything, Victor? That should be more useful than refreshing label created for another round.

Found a booking under our crate mark. Agent has not confirmed physical receipt.

Then keep the location unconfirmed. A recognised booking narrows the enquiry, but it does not yet tell your installation team where the FR5 package is.

Who is checking the handover with the seller now? Otherwise you have two offices recognising a number and neither answering where the crate went.