Parcel Marked as Delivered But Not Received?
If your tracking says delivered but the parcel never arrived, the retailer, not you, is usually responsible under the Consumer Rights Act 2015. Use this page to gather the right evidence, contact the right business, and create a clear refund or replacement request.
Quick answer
- Contact the retailer first, not the courier.
- Ask for a refund or replacement under Section 29.
- Keep tracking, delivery photo, safe-place, and neighbour evidence.
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If you want the full parcel refund process in one place, you can start from the homepage and generate the complaint, escalation, and payment recovery steps together.
Claim route at a glance
| Issue | What to do |
|---|---|
| First contact | Retailer |
| Main evidence | Tracking, delivery photo, GPS/safe-place notes, neighbour checks |
| Legal basis | Consumer Rights Act 2015, Section 29 passing of risk |
| Escalation | Section 75, chargeback, PayPal or marketplace protection where available |
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Your legal position
For a parcel marked delivered but not received UK consumers should start with the retailer. Under Section 29 of the Consumer Rights Act 2015, goods remain at the trader's risk until they come into your physical possession, or the possession of someone you identified to receive them. A tracking scan can be useful evidence, but it is not the same as proving the parcel reached you.
Why the retailer is your first route
Your contract is with the seller, not the delivery company they chose. The retailer can investigate with Evri, Royal Mail, DPD, Amazon Logistics, or another carrier behind the scenes, but they should not make you resolve their courier contract for them. Ask the retailer for one clear outcome: a replacement or a full refund.
Evidence to collect before you complain
Take a few minutes to save the evidence before tracking details change or disappear.
- Screenshot the full tracking page, including date, time, delivery photo, GPS note, signature, or safe-place message.
- Check the named safe place, porch, bins, garden, reception desk, mail room, and immediate neighbours.
- Photograph the location where the parcel was supposedly left, especially if it is visible from the street or exposed to weather.
- Keep any retailer chat transcript, courier update, missed-delivery note, or email showing what was promised.
What to say to the retailer
Write to the retailer rather than relying on a phone call. State that the goods have not come into your physical possession and that you are asking for a refund or replacement under Section 29 of the Consumer Rights Act 2015.
Attach the tracking screenshot and any delivery photo. If the tracking says the parcel was left with a neighbour, signed by an unknown person, or placed somewhere you did not nominate, say that clearly. Give a short response deadline, such as 7 working days.
If the retailer refuses
If the retailer says the courier marked it delivered, repeat that tracking alone does not prove delivery into your possession. If they still refuse or ignore you, escalate through your payment method. Credit card purchases over £100 may qualify for Section 75. Debit card and some credit card payments may support a chargeback. PayPal purchases may be covered by PayPal Buyer Protection. If those routes fail, Citizens Advice can refer the issue to Trading Standards, and Small Claims may be a later option.
Carrier-specific next steps
The retailer route is usually strongest, but carrier pages can help you understand what evidence the delivery company may ask the sender for.
Read the relevant guide for Evri, Royal Mail lost parcel claim steps, DPD, or Amazon Logistics if you want courier-specific context before you write.
Payment protection
If the retailer won't help, your payment method gives you a second line of defence. If you paid by credit card and the item cost over £100, you're protected under Section 75 of the Consumer Credit Act. This makes your card provider equally liable with the retailer, meaning you can claim directly from your bank if the seller refuses to refund you. If you paid by debit card, you can request a chargeback for any amount when goods haven't been received or aren't as described. This asks your bank to reverse the payment. Most banks require you to raise a chargeback within 120 days of the transaction. If you paid through PayPal, their Buyer Protection programme covers items not received and items significantly not as described. You can open a dispute through PayPal's Resolution Centre. Our tool will tell you which payment route is strongest for your situation.
Frequently asked questions
Who is responsible if my parcel shows as delivered but I didn't get it?
The retailer is usually responsible because your contract is with them. Under Section 29 of the Consumer Rights Act 2015, goods remain at the trader's risk until they come into your physical possession or the possession of someone you nominated.
Can I get a refund if the courier says the parcel was delivered?
You can still challenge the retailer. A delivered scan is evidence, but it does not automatically prove the parcel reached you. Ask the retailer for a refund or replacement and provide your tracking, delivery photo, safe-place, and neighbour checks.
What if the parcel was left in a safe place but I can't find it?
If you did not choose that safe place, say so in writing. A retailer should not treat an unauthorised doorstep, bin, porch, or visible location as proof that you received the goods.
Should I contact Evri, Royal Mail, DPD, or Amazon Logistics directly?
For an online retail order, contact the retailer first. The courier usually has a contract with the sender, so the retailer should investigate with the carrier while dealing with your refund or replacement request.
What can I do if the retailer refuses to help?
Escalate in writing, then use the payment route that fits your case: Section 75 for qualifying credit card purchases over £100, chargeback for many card payments, or PayPal Buyer Protection where relevant. Citizens Advice and Small Claims can be later options.
Should I contact the retailer or courier first?
For most online purchases, contact the retailer first. The courier may hold useful evidence, but the seller usually has the consumer contract with you and the delivery contract with the carrier.
What should I keep before escalating?
Keep order confirmation, tracking screenshots, delivery photos, signatures, safe-place notes, complaint reference numbers, and every written reply from the retailer or courier.
Is tracking marked delivered enough proof?
Not always. Ask for the actual delivery evidence, such as a photo, GPS note, signature, safe-place record or named recipient, and explain any mismatch.
When should I use payment protection?
Use it after you have given the retailer a fair written chance to fix the issue and they refuse, ignore you, or rely on weak delivery evidence.
Sources checked
- Consumer Rights Act 2015, Section 29
- Consumer Rights Act 2015, Section 28
- Consumer Credit Act 1974, Section 75
- Citizens Advice consumer service
This is general UK consumer information, not legal advice. Check live retailer, carrier and payment-provider terms before escalating.
Related guides
- What proof you need for a parcel refund, Evidence checklist for a delivered-not-received claim
- Who is responsible, retailer or courier?, Why you should always contact the retailer first
- Parcel stolen from doorstep, What to do when a delivered parcel is stolen and how to claim
- Evri lost parcel claim, Evri-specific compensation limits and claim steps
- Royal Mail missing parcel, Royal Mail compensation and how to claim
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