Updated 14 May 2026
Retailer vs courier responsibility for missing parcels
Quick answer
For most online purchases, contact the retailer first. Your contract is usually with the retailer, and they normally remain responsible for getting the goods to you even if they used a courier.
The practical rule
If you bought goods from a retailer, the retailer is usually your first complaint route. The courier may have tracking evidence, but the courier was normally chosen by the retailer.
That means the retailer should investigate with the courier rather than making you solve their delivery contract.
When the courier matters
Courier evidence can still matter. Delivery photos, GPS data, signatures, safe-place notes and loss confirmations can all affect how strong your complaint is.
Use courier pages to understand evidence and deadlines, but keep the refund request aimed at the business that sold you the goods unless you arranged the carriage yourself.
What to say if redirected
- 1Ask the retailer to keep ownership of the complaint.
- 2Request the delivery evidence they rely on.
- 3Explain why the evidence does not show delivery to you, if that is the issue.
- 4Ask for a refund or replacement by a clear deadline.
- 5Escalate through payment protection if they still refuse.
Important exception
If you personally bought the courier service, for example to send a parcel to someone else, your route may be against the carrier. The shopper guidance on this site is primarily for purchases where a retailer sent goods to you.
Frequently asked questions
Should I contact the courier at all?
You can contact the courier for evidence or updates, but for most online orders the refund request should go to the retailer.
What if the retailer says their courier confirmed delivery?
Ask for the evidence. A confirmation message is not the same as clear proof that the goods reached you.
Does this apply to marketplace sellers?
Often yes, but marketplace buyer protection may add an extra route. Amazon, eBay and Vinted each have platform-specific processes.