Updated 14 May 2026
Retailer refusing refund for a lost parcel
Quick answer
If the retailer refuses because the courier says the parcel was delivered or is still investigating, ask for the evidence they rely on and restate that the goods have not reached you. Then escalate through payment protection if they still refuse.
Common refusal reasons
Retailers often refuse because tracking shows delivered, the courier says the parcel is under investigation, or a support agent says you must claim from the courier.
Those replies are not always the final answer. Ask for the actual delivery evidence and keep the complaint focused on the retailer's responsibility to deliver the goods you bought.
How to respond
- 1Reply in writing and keep the same complaint reference.
- 2Say the goods have not reached you and ask for proof of proper delivery.
- 3Attach your tracking screenshots, delivery photo issues, neighbour checks and timeline.
- 4Ask for a refund or replacement within a clear deadline.
- 5State that you will escalate through your payment provider if the refusal is not reviewed.
When payment escalation makes sense
Payment escalation is strongest when you have given the retailer a chance to resolve the issue and their reply still does not prove proper delivery.
Use Section 75 only where the purchase meets the qualifying credit card rules. Use chargeback or platform buyer protection where those routes fit your payment method.
Avoid these mistakes
Do not rely only on phone calls. Do not accept a generic courier link as the end of the process. Do not send a long emotional message that hides the key facts.
A concise written complaint with evidence is usually more useful than repeated live-chat sessions.
Frequently asked questions
What if the retailer says the courier has proof?
Ask the retailer to provide the proof they rely on. A scan alone may not answer whether the parcel reached you, especially where the photo, location or signature is unclear.
Should I threaten small claims immediately?
Usually no. Start with a clear complaint and payment escalation route. Small claims can be a later option, but it should not replace the practical first steps.
Can I still use chargeback after a refusal?
Possibly, if you are within your bank or card network deadline. Give your bank the order details, evidence, retailer correspondence and the refusal.