Updated 14 May 2026
Lost parcel complaint letter template
Quick answer
Use this template when an online order has not arrived and tracking suggests it is lost or stuck. Keep the wording factual, ask the retailer for one clear outcome, and attach the evidence.
When to use this template
Use it when the parcel has not arrived, tracking has stopped moving, or the courier or retailer has described the parcel as lost.
If tracking says delivered, use the delivered-but-not-received template instead because the evidence issues are different.
Free basic template
Subject: Missing order - request for refund or replacement Hello, I am writing about order [ORDER NUMBER], placed on [DATE]. The parcel has not arrived and the tracking currently shows [TRACKING STATUS]. Please treat this as a formal request for a refund or replacement. I bought the goods from you, and the order has not been delivered to me. I have attached the tracking evidence and order confirmation. Please confirm within 7 working days whether you will refund or replace the order. Kind regards, [YOUR NAME]
What to attach
- 1Save the full order confirmation and retailer invoice.
- 2Screenshot the tracking page with dates, status changes and delivery notes.
- 3Save any delivery photo, signature, GPS note, safe-place message or proof of posting.
- 4Keep retailer chat transcripts, courier emails and complaint reference numbers.
- 5Write down the timeline in date order before you escalate.
Why a case-specific letter can work better
A generic template cannot adapt to the retailer, courier, tracking status, payment method, or whether the retailer has already refused.
The paid letter flow uses deterministic routing for the action plan and then drafts wording based on the facts you provide.
Frequently asked questions
Should I send this to the courier or retailer?
For most online purchases, send it to the retailer. The courier can provide evidence, but the retailer is usually responsible for resolving the order with you.
Can I change the deadline?
Yes. Seven working days is a practical default, but you can use a shorter or longer deadline depending on the retailer's previous replies and urgency.
Should I mention compensation figures?
Do not add carrier compensation figures unless you have checked the current carrier terms. For a retailer refund, focus first on refund or replacement for the order.