Use this guide when an online order has not arrived, is marked as delivered but you do not have it, or tracking has stopped updating. Have your order confirmation, tracking number and payment details ready.
Step by step
Check tracking and your surroundings
Look at the tracking details for any delivery photo, safe place note or neighbour name. Check around your property, bins, sheds and with neighbours. Also check any card left by the courier.
Know who is responsible
When you buy from a business, the goods usually remain the seller's responsibility until they are delivered to you or someone you nominated. That means your claim is with the seller, not the courier. The exception is if you arranged your own courier.
Contact the seller in writing
Email or message the seller with your order number, the expected delivery date and what the tracking says. State that you have not received the goods and ask for a replacement or a full refund. Keep a copy of your message.
Agree a new delivery date if needed
If the seller wants to resend, you can agree a new reasonable delivery date. If the original date was essential, for example for an event, and it was missed, you may be entitled to cancel and get a refund. Put any agreement in writing.
Use your payment protection
If the seller refuses to help or stops responding, contact your card provider. You may be able to use chargeback for a debit or credit card, or Section 75 for certain credit card purchases. Check the current eligibility with Citizens Advice or your card provider.
Report and escalate
If you think the seller is a scam or is regularly failing to deliver, report it to Citizens Advice, which can pass it to Trading Standards. For marketplace purchases, use the platform's buyer protection process as well.
Ready-to-use checklist
- Order confirmation and order number
- Tracking number and screenshots
- Delivery photo or safe place details checked
- Neighbours and property checked
- Written message sent to seller
- Payment method and card provider details
- Record of all replies
Practical tips
- Always take a screenshot of the tracking page before it disappears, as some couriers remove history after a while.
- If you asked for a parcel to be left in a named safe place, responsibility may pass to you once it is left there.
- Pay by card rather than bank transfer where you can, as it gives you more ways to recover money.
Common problems
The seller says I must contact the courier.
Politely remind them that the contract is with them and the goods are their responsibility until delivered. Ask them to deal with the courier and to send a replacement or refund.
Tracking shows a delivery photo of a different door.
Send the seller the photo and point out that it is not your address. This is strong evidence that the parcel was misdelivered and supports your request for a refund or replacement.
I paid by bank transfer and the seller has disappeared.
Contact your bank straight away, as it may be able to try to recover the money if you were scammed. Report the fraud to Report Fraud (formerly Action Fraud) and keep all messages and payment details.