What Proof Do You Need for a Parcel Refund in the UK?

Proof of Delivery (or the Lack of It)

The first thing a retailer or courier will ask for is evidence of what happened at delivery. If your parcel was marked as delivered but you never received it, you do not have to prove where it went — the burden is the other way around. Under Section 29 of the Consumer Rights Act 2015, the retailer must show that the parcel was properly delivered to you. That means they need a valid signature, a photo confirming delivery at your address, GPS evidence, or some other proof. A bare tracking scan that says 'delivered' is not enough on its own, especially if no photo was taken or the photo shows the wrong location. Screenshot the tracking page showing the delivered status, the delivery time, and any photo or location notes. This screenshot is the foundation of your claim.

Tracking Evidence — What to Screenshot

1. Open the tracking page for your parcel and screenshot the full status history, not just the final status.
2. If a delivery photo is shown, screenshot it and note whether it matches your address, door, or safe place.
3. If the tracking shows a GPS location or delivery address different from yours, that is strong evidence of misdelivery — screenshot it.
4. If tracking stopped updating without a delivery scan, screenshot the last known status and the estimated delivery date.
5. Note the date and time of the last update, as these details matter when calculating whether you are still within your 30-day rejection window.

Safe Place Issues — When 'Delivered' Is Not Enough

Courier companies often leave parcels in a 'safe place' without asking. Common locations include bins, porches, behind plant pots, or with a neighbour — sometimes without leaving a card or notification. If the parcel was left in a location you did not authorise, or was left somewhere insecure and then went missing, the delivery still counts as the retailer's problem to resolve. Check the delivery photo carefully: if it shows a communal area, a different property, or an insecure location like a recycling bin, screenshot it. You do not need to prove the parcel was stolen from that location — you just need to show that delivery was not made to you directly or to an agreed safe place. This evidence supports a claim under Section 29 of the Consumer Rights Act 2015, which makes the retailer responsible until goods are in your possession. For a full walkthrough of safe place and doorstep issues, see the delivered but not received claim guide.

Photos and Physical Evidence

If your parcel arrived damaged, photos are the most important evidence you can have. Take them before you open the box, showing the outer packaging from multiple angles. Then photograph the damaged item itself. If the packaging shows impact marks, crushing, or torn corners, photograph those specifically — they demonstrate that the damage occurred in transit rather than after you received it. Keep all original packaging until the claim is resolved; some retailers ask to see it or require you to return it. For return parcels lost in transit, your evidence needs to show that you sent the item. Photograph the sealed parcel before handing it over, take a picture of the tracking reference at the drop-off point, and always get a printed receipt. Without a proof of posting receipt, most return claims are rejected by both retailers and couriers.

What You Do Not Need to Prove

A common misunderstanding is that you must prove where your parcel ended up. You do not. Under UK consumer law, the legal burden sits with the retailer and their courier — they must show the goods were properly delivered to you, not the other way around. You also do not need a police reference number for a missing parcel (though it can help in serious cases). You do not need to wait for the courier to complete an investigation before contacting the retailer. And you do not need to accept a retailer's first refusal. Your evidence — tracking screenshot, delivery photo, written complaint — is enough to start and sustain a claim. To generate the right message for your situation, use the Parcel Refund tool.