On a previous delivery enquiry the order reference and warehouse reference described different stages. Put the package marks and contents in the same enquiry to both parties, then ask who physically received what; different references alone do not establish a contradiction or a location.

And include the gripper explicitly. It is easy for the answer to become robot located while the accessory package is still unexplained, especially if people forward an arm-crate photograph as proof of the whole order.

Sent both references and the packing list together. The seller's attached document names two packages but is a collection request, not a signed handover.

Then correct the evidence description, not the event itself. You have not yet proved collection did or did not happen; you have proved that this attachment is not a receipt.

Has the seller named the collecting company and date it says pickup occurred?

Ask the agent to search by the physical marks as well as the reference. That can reveal a relabelled package, though I would not assume relabelling is the explanation until someone produces the connection.

Who is coordinating the answer for your installer? They need one evidence-based status, not every intermediate message turned into a new expected arrival.

Preserve the original packing list if a revised one appears, because the later document must explain the two claimed packages rather than replace the question.

Our buyer owns the trace. The agent linked the booking references and found one warehouse receipt against the arm crate's marks; no corresponding gripper-package receipt yet.

Installer status should say arm receipt evidenced, gripper not located. The combined order remains incomplete for planning.

Does the seller's collection evidence distinguish one package from two?

A package-count discrepancy can survive a correct reference match. I would ask the collector to reconcile the count with the package marks; a single signature without that detail may still leave the tooling question unanswered.

Collector supplied a one-package receipt matching the arm crate. Seller is now checking why its two-package dispatch list includes a gripper box the collector did not record.

That narrows the missing handover. It still does not locate the gripper.

Ask for a physical stock check at the seller's dispatch area with the gripper package identified. Not another image of the packing list. If it is elsewhere, they need to identify the next custody record instead.

Seller found the gripper package in dispatch and confirmed its marks. They propose separate collection. The arm is still at the agent's warehouse; no onward movement confirmed.

Keep the two package statuses separate until their routes actually join. A proposed tooling pickup is not confirmation that the complete order can leave together.

That's the buyer's current summary. Gripper located but not collected, arm warehouse receipt confirmed. I can explain the split now, but there is still no complete-shipment date for installation.