Amazon Says Delivered But Not Received: UK Refund Steps
If the tracking shows your parcel was delivered, but you never got it with a Amazon Logistics delivery, you have rights as a UK consumer. Section 29 of the Consumer Rights Act 2015 says the retailer is responsible for the goods until they reach the consumer. A 'delivered' scan in the tracking is not enough by itself. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Use this page to check what to do next, the Amazon Logistics claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Amazon Logistics's website before relying on them.
How to claim a refund
- 1
Open the Amazon Logistics tracking page and screenshot the "delivered" status, time, and any GPS or photo proof for your records.
- 2
Check the safe place, neighbours and household members. Most "missing" parcels turn up within 24 hours.
- 3
Contact the retailer in writing and quote Section 29 of the Consumer Rights Act 2015. The retailer must investigate, not pass you to Amazon Logistics.
- 4
Ask the retailer to file a claim with Amazon Logistics via Amazon's customer service chat and the A-to-Z Guarantee form. The claim window is 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon).
- 5
If 14 days pass with no fix, request a full refund or replacement. Mention that the retailer is liable until you take physical possession.
- 6
If refused, escalate via Section 75 (credit card, items over £100) or chargeback (debit card, within 120 days). For postal escalation, use Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort.
Amazon Logistics compensation and escalation
- Claim window
- 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon)
- How to claim
- Amazon's customer service chat and the A-to-Z Guarantee form
- Escalation
- Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort
Frequently asked questions
Should I claim from Amazon Logistics or the retailer?
Claim from the retailer. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Asking Amazon Logistics directly will usually fail because your contract is with the retailer.
What is Amazon Logistics's claim window for this issue?
30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon). Always check the current terms on Amazon Logistics's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort.
Amazon Logistics tracking says delivered — isn't that proof?
No. A tracking scan or photo is not proof you took physical possession. Section 29 of the Consumer Rights Act 2015 puts the burden on the retailer until the goods reach you.
How long should I wait before raising a claim?
Most retailers ask you to wait 24–48 hours after a "delivered" scan in case the parcel turns up. After that, contact the retailer in writing and quote the Consumer Rights Act.