Courier Lost Your Parcel? Here's What To Do

Almost 15 million people experience a parcel delivery problem every month in the UK. If your parcel has gone missing, here's exactly what to do to get compensation.

checklist First Steps When a Parcel Goes Missing

1. Check tracking information - Verify the latest status. Sometimes "delivered" means left with a neighbour or in a safe place.
2. Look for delivery photos - Many couriers now take photos. Check your email or the tracking app.
3. Ask neighbours - The parcel might have been left next door.
4. Check safe places - Bins, sheds, porches, behind plant pots.
5. Wait 24 hours - Sometimes tracking updates are delayed. Give it a day before raising a formal complaint.

contact_support Who to Contact

If You're the Buyer:

Contact the seller first, not the courier. Here's why:

• Your contract is with the seller, not the delivery company
• The seller is responsible for getting the item to you
• The seller chose the courier and has the account relationship
• Under UK law, courier delays are the seller's problem, not yours

The seller should then deal with the courier and either resend the item or provide a refund.

If You're the Sender:

Contact the courier directly. You'll need:

• Tracking number
• Proof of posting (receipt)
• Description of contents
• Proof of value (receipt, listing, invoice)

payments How Much Compensation Can You Get?

Standard compensation limits vary by courier:

assignment How to Make a Claim

1. Gather evidence
   • Proof of posting/booking confirmation
   • Tracking information
   • Photos of packaging (if damage claim)
   • Proof of item value (receipt, listing, bank statement)
2. Contact the courier
   • Use their official complaints process (usually online)
   • Keep records of all communication
   • Get a case/reference number
3. Follow up
   • Most couriers should respond within 5-10 working days
   • Chase if you don't hear back
   • Keep escalating if needed

What if They Say It Was Delivered?

If tracking shows "delivered" but you didn't receive it:

• Request specific delivery proof (GPS, signature, photo)
• The burden of proof is on the courier
• GPS location alone isn't conclusive proof
• If left in an unauthorised location, they're liable

trending_up Escalating Your Complaint

If the courier isn't resolving your issue:

1. Escalate Internally

Ask for your complaint to be escalated to a manager or the complaints department. Reference your case number and timeline.

2. Social Media

Companies often respond faster to public complaints on Twitter/X. Be factual and include your tracking number (but not personal details).

3. Citizens Advice

Get free advice on your rights and next steps at citizensadvice.org.uk

4. Alternative Dispute Resolution (ADR)

Some couriers are members of ADR schemes. If not, you can use:

• Postal Redress Service (POSTRS) - For postal services
• Small Claims Court - For claims up to £10,000

5. Chargeback (Credit/Debit Card)

If you paid by card and the seller won't help, you may be able to do a chargeback through your bank. Credit cards offer Section 75 protection for purchases £100-£30,000.

shield Preventing Future Issues