Updated 14 May 2026
Amazon parcel not received UK
Quick answer
Start in Amazon Your Orders, check the delivery photo and tracking, then report that the package did not arrive. For third-party sellers, Amazon's A-to-Z Guarantee may be the main platform escalation route.
First steps inside Amazon
- 1Open Your Orders and find the missing order.
- 2Check tracking details and any delivery photo.
- 3Report the package as not received through the order help flow.
- 4For third-party seller orders, allow the seller response window shown by Amazon.
- 5Escalate to A-to-Z Guarantee if the seller does not resolve it and the order qualifies.
Amazon direct vs marketplace sellers
Amazon direct and Amazon-fulfilled orders are usually simpler because Amazon controls more of the process. Marketplace seller orders may require seller contact first, then A-to-Z Guarantee if the seller does not resolve the issue.
Keep screenshots because order support screens and tracking photos can change over time.
What evidence helps
- 1Amazon order number and seller name.
- 2Tracking status and delivery photo.
- 3Neighbour, safe-place and building reception checks.
- 4Chat transcripts or seller messages.
- 5Payment method details if Amazon does not resolve the dispute.
When to use a formal letter
A formal letter is most useful after Amazon or a marketplace seller refuses, delays, or closes the issue despite weak delivery evidence.
For many straightforward Amazon direct orders, the in-platform support flow may resolve the issue faster than a separate letter.
Frequently asked questions
Does Amazon always refund missing parcels?
No. Amazon often resolves missing order issues quickly, but outcomes depend on order type, seller, delivery evidence and timing.
What is the A-to-Z Guarantee?
It is Amazon's marketplace buyer protection route for qualifying third-party seller problems, including many item-not-received cases.
Can I use chargeback against Amazon?
Potentially, but use Amazon's support and buyer protection routes first where they apply. Your bank may ask what the retailer or platform said.