Amazon Says Delivered But Not Received? UK Refund Guide

Updated 9 May 2026 by ParcelClaim Research Team | Amazon missing parcel guide

An Amazon order marked as delivered is not always the same as a parcel reaching you. The delivery photo may show the wrong door, the parcel may have been left in a place you did not choose, a neighbour may have received it, or the order may have been handled by Amazon Logistics, Royal Mail, Evri, DPD or another carrier.

Amazon says more than one billion items arrived the same day or next day for Prime members in the UK in 2024, which shows how common fast Amazon delivery disputes can become when an order is marked delivered but cannot be found.

This guide explains what to do if Amazon says delivered but nothing arrived, including Photo on Delivery, Amazon Logistics, Marketplace Seller orders, A-to-z Guarantee claims, one-time passcodes, safe places, neighbour delivery and refund refusals.

Amazon delivered but not received — what to check first

1. Open Your Orders. Find the order and check the latest delivery status.
2. Open Track package. Save the tracking status, delivery time, carrier and any delivery update.
3. Check Photo on Delivery. If a photo is available, compare it with your actual door, flat entrance, porch, building entrance or safe place.
4. Check safe places and neighbours. Look for safe-place wording, neighbour delivery notes, parcel lockers, reception, post rooms and mail areas.
5. Check who sold and dispatched the item. The route may differ for items sold by Amazon, fulfilled by Amazon, or sold and dispatched by a Marketplace Seller.
6. Contact Amazon or the seller in writing. Ask them to review the full delivery evidence, not just the delivered status.

For the wider legal route, start with our parcel marked delivered but not received guide. Before complaining, use our missing parcel evidence checklist so you save the right screenshots and messages.

How to check Amazon Photo on Delivery

Amazon says delivery photos, when available, can be viewed from Your Orders by selecting the order and choosing Track package.

Do not just check whether there is a photo. Check whether the photo actually proves delivery to your address. A photo is stronger if it shows your real door, flat number, house number, parcel locker, reception desk, porch or another feature that clearly matches your property.

If the Amazon delivery photo does not match your house, flat entrance, hallway, porch, parcel box or safe place, use our delivery photo is not my house guide to challenge the photo evidence clearly.

Amazon Logistics vs Royal Mail, Evri, DPD or another carrier

Not every Amazon order is delivered in the same way. Some parcels are delivered by Amazon Logistics. Others may be handled by Royal Mail, Evri, DPD or another carrier. That matters because the available evidence may be different.

If your Amazon order was handled by another courier, you may also want our Royal Mail delivered but not received guide, Evri delivered but not received guide or DPD delivered but not received guide.

Amazon safe-place problems

Amazon parcels may be left in a porch, hallway, behind a gate, around bins, in a parcel box, with reception, near a garage or another location. The key question is whether that place was authorised, secure and actually connected to your address.

If the parcel was left somewhere you did not choose, say that clearly. If the photo shows a shared hallway, communal area, bin area or visible doorstep, explain why that does not prove the parcel reached you securely.

For more detail, use our parcel left in safe place but missing guide.

Amazon says handed to resident or neighbour

If Amazon says the parcel was handed to a resident, receptionist, neighbour or another person, ask who accepted it and how that person links to your address.

A vague delivery note such as “handed to resident” is weaker than a named person, confirmed neighbour, building reception record or clear proof that someone you authorised accepted the parcel.

If the parcel was marked as delivered to a neighbour but you still do not have it, use our parcel delivered to neighbour but not received guide.

Sold by Amazon, fulfilled by Amazon, or Marketplace Seller?

Before escalating, check the order page to see who sold the item and who dispatched it. This affects the best route.

Amazon A-to-z Guarantee and missing parcels

The Amazon A-to-z Guarantee is especially relevant for Marketplace Seller orders. Amazon says it may apply where a Marketplace Seller sold and dispatched the item and the required conditions are met.

Before using bank escalation, check whether the order is eligible for Amazon’s own A-to-z route. Keep all messages, delivery evidence and screenshots showing that you tried to resolve the issue through Amazon or the seller first.

One-time passcode delivery problems

Some higher-value Amazon deliveries require a one-time passcode. If your order involved a one-time passcode and you did not receive the parcel, explain exactly what happened.

For example, say whether you gave the code to the driver, whether the driver marked the order delivered without handing over the parcel, whether someone else may have had the code, or whether the delivery happened when you were not available.

If a one-time passcode was used, ask Amazon to review the delivery record, delivery time, driver notes and how the passcode was verified against the actual handover.

What to ask Amazon or the seller for

Your message should be specific. Ask Amazon or the Marketplace Seller to review the actual delivery evidence, not just the headline status.

Simple Amazon complaint wording

You can start with wording like this:

This is starter wording only. If Amazon or the seller has already refused, use a stronger written response with your evidence attached.

No subscription. One-time payment. Instant document.

If Amazon refuses a refund

If Amazon or the seller refuses to help, ask for the reason in writing. A refusal based only on “delivered” may still be challenged if the photo, safe-place note, neighbour detail, signature, passcode record or carrier evidence does not clearly prove delivery to you.

• If the photo is wrong: send your comparison photo and use the delivery-photo guide.
• If it was a safe-place issue: explain whether you authorised that location.
• If it was a neighbour or handover issue: ask who accepted it and how they link to your address.
• If it was a Marketplace Seller order: check whether Amazon’s A-to-z route applies.
• If Amazon still refuses: consider chargeback, Section 75 or other escalation depending on how you paid.

For escalation, read our refund refused for missing parcel guide, chargeback for missing parcel guide and Section 75 missing parcel guide.

Which Amazon issue matches your case?

Use the guide that matches the reason your Amazon parcel is missing:

Amazon delivered but not received FAQs