Why trust us
Most people chasing a missing parcel don't fail because they can't write an email. They fail because they follow the wrong process. That's the problem we exist to solve.
Updated 20 May 2026. We check the routing against UK consumer-rights sources, payment-protection guidance and carrier public terms before publication.
Our review method
Each guidance page is reviewed against primary sources where possible: legislation for consumer rights, official carrier terms for compensation limits and claim windows, and payment-provider or ombudsman sources for escalation routes. We keep concrete compensation figures in tables and avoid expanding them into broad legal promises.
The routing is deterministic. AI may help with explanations or letter wording, but it does not decide who is liable, which route applies, or whether to escalate.
Who reviews the guidance
Guidance is reviewed by the Parcel Refund editorial review team. The reviewer role checks that pages separate retailer liability from courier claim windows, avoid unsupported legal promises, and link back to the underlying law or carrier source where a deadline or compensation limit is mentioned.
We do not present this as solicitor advice. For unusually high-value, business, international, or court-stage disputes, use this site as process guidance and speak to a regulated adviser before relying on it.
Why delivery disputes fail
Most parcel disputes go wrong for boring reasons:
1. Contacting the wrong counterparty
People chase the courier first. The courier tells them to contact the retailer. By the time they do, they've lost time and sometimes a deadline. Under UK consumer law, your contract is with the retailer, who is liable until the parcel is in your hands.
2. Weak or disorganised evidence
A screenshot here, a forwarded email there, no dates, no reference numbers, no tracking link. Retailers reject messy claims because they are easy to dismiss. The case you present affects the reply you get.
3. Poor escalation: too early or too late
Some people threaten chargebacks in their first email and get dismissed as difficult. Others wait months and miss their bank's deadline entirely. Escalation is a sequence, not a panic button. Doing it in the wrong order usually kills the claim.
A template alone fixes none of this.
Core sources we check
Why a template isn't enough
You can get a template from ChatGPT, a Reddit thread, or a Which? guide in thirty seconds. They are all roughly the same. And they all assume you already know:
- who to send it to
- when to send it
- what evidence to attach
- what a good response looks like
- what a stalling response looks like
- when the next step is chasing, and when it's escalating
- whether chargeback or Section 75 applies to you
- when the clock runs out
Most people don't know those things, because they've never had to. So the template gets sent to the wrong party, at the wrong time, without the right evidence, and the claim dies quietly.
A template helps with wording. It does not tell you whether you are using the right route.
How the checker handles this
We built www.getparcelrefund.com around the process, not just the letter.
A decision engine, not a chatbot
The checker uses a rule-based decision engine built on UK consumer-rights logic (Consumer Rights Act 2015, Section 75 of the Consumer Credit Act 1974, and established chargeback rules). You describe your situation. The engine works out the liable party, the correct counterparty, and the right first step.
Deterministic, reviewable, and consistent. Not a chatbot guessing its way through your case.
A structured workflow
Every case follows a clear sequence: diagnose, contact the right party, present evidence, wait the correct period, interpret the reply, then escalate or close. You know which step you are on and what comes next.
Escalation timing that matches the law
We tell you when to escalate, not just how. Chargeback windows, Section 75 thresholds, deadlock letters and ombudsman routes all have triggers and deadlines.
How it compares
| If you use... | What you get | What's missing |
|---|---|---|
| ChatGPT | A plausible-sounding email | Process, liability logic, timing, evidence strategy |
| Reddit / forums | Anecdotes from strangers | Accuracy, consistency, your case's specifics |
| Generic templates | A document | Direction on who to send it to and when |
| www.getparcelrefund.com | A case-specific route and letter set | You still send the messages yourself |
The wording matters, but the process matters more.
Grounded in UK consumer rights
Our guidance maps to the laws that actually govern your claim:
- Consumer Rights Act 2015: retailer liability until delivery.
- Consumer Contracts Regulations 2013: delivery terms and cancellation.
- Section 75, Consumer Credit Act 1974: credit card joint liability (£100 to £30,000).
- Chargeback scheme rules: Visa, Mastercard, Amex timelines.
- Financial Ombudsman Service eligibility: when and how to escalate a bank's decision.
We use the legal references where they help, without turning every email into a threat.
Who built this
www.getparcelrefund.com is built and operated by BiteRight Ltd (Cyprus), a team of:
- Tech entrepreneurs with a background in building consumer-facing products that make complex processes simple.
- Legal and consumer-rights specialists who translate UK consumer law into rules a normal person can follow.
- Operations people who've handled thousands of real retailer and courier disputes and know what actually moves them.
We built this after seeing people lose refunds because they did the right thing in the wrong order.
What we promise, and what we don't
We promise:
- An honest read of your case, including when it's weak.
- A clear process grounded in UK law.
- Neutral, factual wording in every message we draft for you.
- No contact with retailers or couriers on your behalf. No inbox access. No impersonation.
- No selling your data.
We don't promise:
- A guaranteed refund. Nobody credible can.
- That every retailer will behave reasonably. Some won't.
- A shortcut past the process.
The bottom line
If your parcel is missing, you need to know who to contact, in what order, with what evidence, and when to escalate.
Questions: info@getparcelrefund.com
Frequently asked questions
Is Parcel Refund free to use?
Steps 1 and 2 are free and do not need an account. Step 3 is paid if you want the full letter, follow-up wording, and escalation route.
Does Parcel Refund guarantee I'll get a refund?
No. A refund depends on the facts and how the retailer responds. We help you use the right process, the right evidence, and the right timing.
Is the guidance on this site legal advice?
No. The guidance is based on UK consumer law, primarily the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and Section 75 of the Consumer Credit Act 1974, but it is informational, not legal advice. For complex or high-value disputes we recommend consulting a solicitor.
Does Parcel Refund contact retailers or couriers on my behalf?
No. We draft the letters and call scripts, but you send them yourself. We do not access your inbox or retailer accounts.
What personal data does Parcel Refund store?
The wizard does not ask for your name or contact details. No personally identifiable information is stored on our servers during the free steps. If you proceed to the paid step, only the minimum data needed to verify your payment is handled by our payment provider, Stripe. We do not sell, share, or use your data for marketing.