Amazon Parcel Not Received UK: Delivered But Missing Refund Help

What this Amazon guide is for

This page is for UK Amazon customers dealing with a parcel that has not arrived or is marked delivered but missing. It covers Amazon-sold items, fulfilled-by-Amazon deliveries, Amazon Logistics deliveries, Locker/collection problems, missing items from a parcel and third-party Marketplace seller orders.

First steps if an Amazon parcel has not arrived

1. Open Your Orders. Check the exact order, seller, delivery address, expected date and tracking status.
2. Check Amazon’s delivery evidence. Look for delivery photo, safe-place note, recipient name, locker/collection status or Message Centre update.
3. Check obvious locations. Mailbox, porch, parcel box, bin area, reception, household members, neighbours and collection point.
4. Save screenshots. Capture Your Orders, tracking, delivery photo, seller messages and any Amazon support chat.
5. Contact Amazon officially. Use the problem-with-order route rather than random delivery text links or fake support numbers.
6. Ask for proof if delivered. Request photo, GPS/location, driver notes, recipient name and delivery address used.
7. Escalate if refused. Use Amazon’s internal route first, then chargeback or Section 75 if appropriate.

Amazon-sold, fulfilled-by-Amazon, or Marketplace seller?

The route can change depending on who sold and fulfilled the item. Check the order page for “sold by” and “fulfilled by” details.

If Amazon tracking says delivered but you have no parcel

Amazon’s own missing-package help page tells customers to check the delivery confirmation, Message Centre, mailbox or delivery location, and look for a delivery photo. That is the right starting point — but if you still do not have the parcel, ask Amazon to investigate.

Request:

• delivery photo;
• GPS/location evidence;
• driver notes;
• recipient name or signature if relevant;
• delivery address used;
• safe-place instruction;
• neighbour/reception note; and
• Amazon Logistics or courier investigation outcome.

If Amazon cannot show the parcel reached you or someone authorised by you, ask for refund or replacement.

If the Amazon delivery photo is not your house

If the photo shows a different door, building, hallway, porch or location, say that clearly. If safe, provide a comparison photo of your front door or delivery area without exposing private information.

Ask Amazon to check GPS/location data and driver notes. Do not accept a photo as proof if it does not show your address or authorised safe place.

Useful page: Delivery photo not my house.

If an item is missing from an Amazon package

This is different from a completely missing parcel. If the package arrived but one item is missing, use Amazon’s missing-item route and save packaging photos.

Take photos of:

• outer packaging;
• delivery label;
• inside of the box or bag;
• packing material;
• items received; and
• any sign the package was opened, resealed or damaged.

Amazon has a separate help page for missing items from a package, and it points customers to the delivered-but-not-found page where tracking says delivered but the package cannot be found.

If your Amazon Locker or pickup order is missing

Locker and pickup disputes need collection evidence. Save the pickup code, locker name, address, barcode/QR code, app screenshots, error messages and carrier/customer service messages.

If the locker opened but was empty, or the collection point says there is no parcel, report that to Amazon immediately and ask for the locker/pickup scan record and investigation outcome.

If a third-party Amazon seller refuses to help

Amazon’s A-to-z Guarantee is designed for certain third-party seller disputes. Amazon’s help page says the sales contract for third-party seller products is between buyer and seller, but Amazon’s A-to-z Guarantee can help in covered situations, including where an item does not arrive or there is a problem the seller does not resolve.

Message the seller through Amazon first, keep the messages inside Amazon, and then use the A-to-z Guarantee route if the seller fails to resolve the issue and the order is eligible.

If Amazon asks for a police report

Sometimes customers are told to report suspected theft. If Amazon has not proven delivery to you or an authorised person, ask it to explain what evidence it relies on before treating the matter as theft.

If there is genuine evidence the parcel was stolen after proper delivery, a police report may be relevant. But if the delivery photo is wrong, the safe place was not authorised, or the package may have gone to the wrong address, keep the complaint focused on proof of delivery.

Evidence checklist for an Amazon missing parcel complaint

What to ask Amazon for

• Replacement if the item is still needed and Amazon can resend it quickly.
• Refund if the package is missing, lost, or Amazon cannot prove delivery.
• Proof of delivery if tracking says delivered but you do not have the parcel.
• Missing-item refund if the box arrived but an item was not inside.
• A-to-z Guarantee review if a third-party seller does not resolve a covered issue.
• Final written response if Amazon refuses and you need bank escalation evidence.

When to use chargeback or Section 75

If Amazon refuses to resolve a genuine goods-not-received dispute, chargeback may be relevant if you paid by debit or credit card. Keep evidence that you contacted Amazon or the third-party seller first.

Section 75 may be relevant for some qualifying credit-card purchases where the item cash price is over £100 and not more than £30,000. However, Marketplace and payment-chain issues can make Section 75 more complicated, so keep the Amazon order, seller and payment evidence clear.

Useful pages: Chargeback missing parcel letter template and Section 75 missing parcel letter template.

Common Amazon missing parcel mistakes

• Only saying “I did not get it”. Explain what proof is wrong or missing.
• Not saving the delivery photo. Screenshots can matter if evidence changes later.
• Ignoring seller type. Third-party seller orders may need A-to-z Guarantee wording.
• Clicking fake delivery links. Use Amazon, Your Orders, or official carrier apps.
• Not asking for driver/GPS evidence. A photo or tracking status may not be enough.
• Not getting a final refusal. Banks usually want evidence that Amazon refused or failed to resolve it.
• Throwing away packaging. Keep it for missing-item or damaged-package disputes.

Short Amazon missing parcel wording

This is only starter wording. The full ParcelClaim letter should be personalised to your Amazon order, seller type, delivery proof, support response and refund route.

Amazon parcel not received checklist

1. Amazon order number.
2. Seller and fulfilment details.
3. Delivery address.
4. Tracking screenshots.
5. Delivery photo, signature or safe-place evidence.
6. Message Centre and support chat screenshots.
7. Proof that the photo/address/evidence is wrong, if relevant.
8. Locker or pickup evidence, if relevant.
9. Packaging photos for missing-item disputes.
10. Requested outcome: refund, replacement, proof of delivery, A-to-z review or chargeback evidence.

Amazon parcel not received FAQs

Useful official and trusted pages

• Amazon: find a missing package that shows as delivered
• Amazon: where's my stuff?
• Amazon: find a missing item from your package
• Amazon: A-to-z Guarantee
• Amazon: customer service support options
• Consumer Rights Act 2015, section 29