AliExpress Says Delivered But Not Received: What to Do if Your Parcel Is Missing

Updated 21 June 2026 by ParcelClaim Research Team | AliExpress delivered-not-received guide

An AliExpress says delivered but not received dispute is often harder than a normal late-parcel problem. AliExpress may rely on a Cainiao or logistics scan. The seller may insist the tracking proves delivery. The UK courier may show a different result, no address detail, a vague delivery scan, or a delivery that appears to be for another address.

Your evidence needs to answer one question: does the proof show the parcel was delivered to you, your address, or a location/person you authorised? If not, your dispute should say exactly why the delivered status is not enough.

First checks if AliExpress says delivered but you have no parcel

1. Screenshot the AliExpress order. Save the order number, seller, item, price, delivery address and delivered status.
2. Screenshot the full AliExpress tracking timeline. Do not rely only on the summary screen.
3. Screenshot Cainiao tracking. Save the delivered status, date, time and any logistics details.
4. Find the local courier if shown. Look for Royal Mail, Evri, DPD, Yodel, InPost, DHL, UPS, Parcelforce or another last-mile carrier.
5. Check the local courier’s own tracking page. It may show a different status, delivery photo, signature or no delivery at all.
6. Check address, safe place and neighbours. Record what you checked and when.
7. Ask the seller for proof. Request proof that the parcel was delivered to your address, not just marked delivered.
8. Submit an AliExpress refund/dispute. Attach screenshots and explain the proof problem clearly.

Why AliExpress can say delivered when nothing arrived

AliExpress orders may pass through international logistics, Cainiao, customs, linehaul, and a local UK carrier. A delivered scan can happen because the local carrier marked something delivered, the wrong tracking number was linked, the parcel was delivered to a different address, the parcel was left in an unsafe place, or the tracking summary is relying on incomplete logistics information.

Cainiao says its Global Express Tracking is a one-stop tracking service for Cainiao and AliExpress packages. Cainiao’s FAQ also says its website does not support non-Cainiao or non-AliExpress parcel tracking and directs users to the carrier’s official website or another tracking site for those parcels. That makes the UK courier’s own tracking page important whenever a local carrier is involved.

AliExpress delivered scan only — no photo, no signature, no address proof

If the only proof is a generic delivered status, ask the seller or AliExpress what evidence links that scan to your address. A delivered scan is stronger if it includes a correct photo, recognised signature, safe-place note, GPS/location evidence or local courier confirmation. It is weaker if it only says delivered with no detail.

Use our tracking says delivered but no proof guide if the evidence is just a scan and no proper proof.

AliExpress or Cainiao says delivered but Royal Mail, Evri or another courier does not

If AliExpress or Cainiao says delivered but the UK courier does not show delivery, save both results. This mismatch can be important evidence in your AliExpress dispute or bank escalation.

Check the relevant courier route:

• Royal Mail delivered but not received
• Evri delivered but not received
• DPD delivered but not received
• Yodel delivered but not received
• InPost delivered but not received
• DHL delivered but not received
• UPS delivered but not received
• FedEx delivered but not received

AliExpress wrong address or tracking number mismatch

Some delivered-not-received disputes involve tracking that appears valid but was not for your parcel, address, postcode or item. If possible, ask the local courier to confirm whether the tracking number was addressed to your name or postcode, or whether the delivery address was different from yours.

Useful evidence can include:

• a courier email confirming the parcel was not addressed to you;
• a tracking page showing another town, postcode area or delivery office;
• a proof photo that does not match your address;
• a parcel weight/size mismatch compared with what you ordered; or
• evidence that the local courier never received the parcel.

AliExpress delivery photo is not my house

If there is a delivery photo and it is not your house, save it and take comparison photos of your own door, flat, building entrance, hallway, porch, safe place or parcel box. In your AliExpress dispute, explain specifically that the delivery image does not match your address.

Use our delivery photo not my house guide if the proof photo is the strongest issue.

AliExpress safe-place, neighbour or communal-area delivery

If the local courier says the parcel was left in a safe place, with a neighbour, at reception, in a communal hallway or outside the building, ask what location or person was authorised. If you did not approve that location, say that clearly and save what you checked.

Use parcel left in safe place but missing, parcel delivered to neighbour but not received, or parcel stolen from communal hallway depending on the facts.

AliExpress seller says tracking proves delivery

Ask the seller what exact proof they are relying on. If the proof is only AliExpress summary tracking, ask for the local courier name, local tracking number, delivery address confirmation, delivery photo, signature or investigation result.

Do not argue emotionally. Keep the reply evidence-led: “the tracking says delivered, but it does not show delivery to my address/person/safe place, and the local courier evidence does not support delivery to me.”

Can UK consumer rights help with AliExpress delivered-not-received?

Citizens Advice says if an item was not delivered to the location you agreed, it is the seller’s legal responsibility to sort out the issue. It also says if the seller used a courier, the seller should chase the courier and it is not your responsibility.

The Consumer Rights Act 2015 says goods remain at the trader’s risk until they come into the physical possession of the consumer or someone identified by the consumer. However, AliExpress often involves overseas sellers and marketplace terms, so the practical route is usually AliExpress dispute/refund first, then payment-provider escalation if the platform refuses.

Can you use chargeback if AliExpress refuses a refund?

Chargeback may help if you paid by debit or credit card and AliExpress refuses despite evidence that you did not receive the parcel. Your bank will usually want the order details, tracking screenshots, AliExpress dispute result, seller messages and proof showing why the delivered scan is wrong or insufficient.

Use our chargeback for missing parcel guide. If you paid by credit card and the cash price was over £100 and not more than £30,000, check whether Section 75 for missing parcels could apply, but marketplace/payment structures can make Section 75 more complicated.

Evidence to save for an AliExpress delivered-not-received dispute

Delivered-not-received disputes usually depend on proof, not just whether you say the parcel is missing.

Short message to send if AliExpress says delivered but you did not receive it

Use this as a short first message to the seller or AliExpress dispute. Keep the full formal complaint for your paid ParcelClaim letter.

This is starter wording only. A stronger ParcelClaim letter should include your full timeline, Cainiao/local tracking, proof issue, AliExpress dispute result, seller replies and requested resolution.

No subscription. One-time £2.99 payment. Instant document.

AliExpress delivered but not received escalation checklist

1. Save the AliExpress delivered status. Order number, seller, tracking and delivery address.
2. Save Cainiao tracking. Full timeline, delivered date and any logistics handoff.
3. Find the local courier. Check Royal Mail, Evri, DPD, Yodel, InPost, DHL, UPS, FedEx or Parcelforce if shown.
4. Ask for delivery proof. Photo, signature, address confirmation, safe-place note or investigation result.
5. Submit an AliExpress dispute/refund request. Attach proof that the delivered scan is wrong, unclear or insufficient.
6. Challenge refusal clearly. Explain why the proof does not show delivery to you.
7. Escalate if unresolved. Chargeback, PayPal dispute if used, Section 75 where relevant, or formal written complaint.

Common mistakes to avoid

• Only saying “I did not receive it”. Explain why the delivered proof is wrong or insufficient.
• Not saving Cainiao and local tracking separately. They can show different evidence.
• Ignoring a tracking-number mismatch. Ask whether the tracking was for your address/postcode.
• Letting the seller close the case with a generic scan. Ask for proof of delivery to your address.
• Using the late-parcel route by mistake. Delivered scans need proof-dispute evidence.
• Skipping AliExpress dispute before bank escalation. Banks usually want to see that you tried the platform route first.

Useful official pages

These pages can help you check the tracking and consumer-rights route before escalating.

• Cainiao Global Express Tracking
• Cainiao tracking FAQ
• AliExpress
• Royal Mail tracking
• Evri tracking
• Citizens Advice: if something you ordered has not arrived
• Consumer Rights Act 2015, section 29

AliExpress says delivered but not received FAQs