Published 7 May 2026
Updated 14 May 2026
Chargeback for Lost Parcel: Step-by-Step UK Guide
Quick Answer
If you paid by debit card or by credit card under £100, chargeback lets you ask your bank to reverse the payment when the retailer refuses to refund a lost parcel. Visa and Mastercard typically allow 120 days from the transaction date; Amex is similar. Use Section 75 instead if you paid by credit card and the order was over £100.
When to Use Chargeback Instead of Section 75
Chargeback works for debit cards and for credit cards on transactions under £100. Section 75 covers credit-card transactions between £100 and £30,000 — see our Section 75 and chargeback comparison. If both apply, Section 75 is usually stronger because it makes the bank jointly liable with the retailer.
Step-by-Step: File a Chargeback for a Lost Parcel
- Confirm you've given the retailer a fair chance to refund. Banks often refuse chargebacks if you haven't tried the retailer first.
- Gather evidence: order confirmation, tracking screenshot showing non-delivery, written refusal from the retailer, your written request to refund.
- Contact your bank within 120 days of the transaction (Visa/Mastercard standard; Amex similar). Some banks have shorter internal deadlines, so don't delay.
- Submit the chargeback claim. Cite the reason code 'goods not received' (Visa) or equivalent.
- Respond promptly to any further evidence requests. The retailer has a chance to dispute; if they can't prove delivery, the chargeback stands.
- If the chargeback is refused, escalate to the Financial Ombudsman Service (FOS) for free.
What Evidence Wins a Lost-Parcel Chargeback
The strongest cases include: a tracking page that doesn't show delivery, a delivery photo that's clearly wrong (different door, different address, no parcel visible), and a written refusal from the retailer. If you have a courier-issued POSTRS deadlock letter, attach that too. For more detail by carrier, see our parcel-marked-delivered guide.
For courier-specific help, compare Royal Mail, Evri, Yodel and DPD guidance. If your case is a lost parcel, marked delivered, damaged parcel or doorstep theft issue, use the matching scenario page to generate the next steps for your case.
Frequently Asked Questions
What's the difference between chargeback and Section 75?+
Section 75 is a legal right for credit-card purchases £100–£30,000; the bank is jointly liable. Chargeback is a card-scheme rule available on debit and credit cards regardless of value, but the bank is not legally liable — they just request a refund from the retailer's bank.
How long do I have to file a chargeback in the UK?+
Visa and Mastercard typically allow 120 days from the transaction date or from the expected delivery date for non-arrivals. Amex is similar. Some banks impose shorter internal deadlines, so file as soon as the retailer refuses.
Can I do both chargeback and Section 75?+
You can try chargeback first; if it fails, you can still use Section 75 if eligible. You cannot keep both refunds — only one route succeeds.
Will a chargeback affect my credit score or relationship with the bank?+
No. Chargeback is a routine consumer right and does not affect your credit score. Some banks may flag repeated abuse, but a single legitimate claim is unproblematic.
What if the retailer disputes the chargeback?+
The retailer will provide evidence — usually proof of dispatch and the delivery scan. If you can show the scan was wrong (photo of wrong address, weak signature evidence), the chargeback usually stands. Your bank acts as referee.