What evidence will my bank need?

Your bank may ask for order confirmation, payment proof, tracking screenshots, delivery dispute evidence, retailer messages, refund refusal and proof you tried to resolve the problem with the retailer.

Letter template guide

Chargeback Missing Parcel Letter Template UK

Use this guide when a parcel has not arrived, the retailer will not refund or replace it, and you want to ask your bank or card provider about chargeback.

Updated 23 June 2026 by ParcelClaim Research Team

Quick answer: A chargeback request should show your bank that you paid for goods, the goods were not received, you tried to resolve it with the retailer, and the retailer failed to refund, replace or prove delivery. It should be evidence-led, not emotional.

Retailer refused

You asked for help and they said no, delayed, or relied on weak tracking.

Paid by card

Chargeback may apply to debit or credit card payments depending on card-scheme rules.

Need bank wording

This page helps structure the request to your card provider.

Create the full chargeback evidence letter

ParcelClaim builds a personalised chargeback request using your retailer, transaction amount, card payment, tracking proof, retailer refusal and missing parcel evidence.

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What this chargeback letter page is for

This page is for shoppers who have already tried to resolve a missing parcel dispute with the retailer and now need a clear written request for their bank or card provider.

Situation	Use this page?
Parcel never arrived and retailer refuses refund	Yes — this is a common chargeback scenario.
Tracking says delivered but you dispute delivery	Yes, if you include the delivery-evidence problem.
Courier lost the parcel and retailer will not resolve it	Yes, include the courier message and retailer refusal.
You paid by bank transfer or cash	No — chargeback is for card payments.
Credit card purchase over £100	Possibly, but also check whether Section 75 is stronger.

Chargeback vs Section 75

Chargeback is not the same as Section 75. Chargeback is a card-scheme process that can apply to debit and credit card purchases. Your card provider tries to reclaim the money from the retailer’s bank.

Section 75 is different. It is legal protection for certain credit-card purchases, usually where the cash price is over £100 and not more than £30,000. If your missing parcel order was paid by credit card and qualifies, you may want to read our Section 75 missing parcel guide as well.

Practical point:

For smaller debit-card purchases, chargeback is often the route people ask about. For qualifying credit-card purchases over £100, Section 75 may be worth considering as well.

What your chargeback request should include

Your card payment: transaction date, amount, retailer name and last four digits of the card if relevant.
Your order details: order number, item, delivery address and expected delivery date.
The delivery issue: explain whether the parcel was lost, not delivered, marked delivered wrongly, delayed beyond the agreed date, or refused by the retailer.
Tracking evidence: include tracking number, courier name and screenshots of the last update or disputed delivery scan.
Retailer contact history: show when you contacted the retailer and what they said.
Refund refusal: include the retailer’s refusal, delay, lack of final answer or instruction to contact the courier.
Why you disagree: explain why the retailer has not proven delivery or has failed to resolve the problem.
Your requested outcome: ask the bank to raise a chargeback for the amount paid or the disputed amount.

Short teaser wording

This is only starter wording. The full ParcelClaim letter should be personalised to your card payment, retailer refusal, evidence and the type of missing parcel dispute.

Preview wording

Subject: Chargeback request — goods not received

Hello, I am asking you to consider a chargeback for a card payment made to [retailer] on [date] for £[amount]. The order number is [order number].

The goods have not been received. I contacted the retailer on [dates], but they have not refunded or replaced the order. Their latest response was [summary of refusal/delay].

I have attached the order confirmation, tracking evidence and retailer correspondence. Please review this as a goods-not-received dispute and confirm what further evidence you require.

Do not skip the retailer stage.

Your bank will usually want to see that you tried to resolve the dispute with the retailer first. Include messages, complaint replies, live chat transcripts or email screenshots.

Evidence checklist for a missing parcel chargeback

Evidence	Why it helps your bank
Order confirmation	Shows what you bought, who from, the order number and the delivery address.
Card transaction screenshot	Shows payment amount, date and merchant name.
Tracking screenshots	Shows whether the parcel is lost, stuck, disputed or incorrectly marked delivered.
Retailer messages	Shows you tried to resolve the problem before chargeback.
Refund refusal	Shows the reason the retailer gave and why you are asking the bank to step in.
Delivery photo/signature issue	Important if the retailer says tracking proves delivery.
Safe-place/neighbour checks	Shows you made reasonable checks before disputing receipt.
Courier message	Useful if the courier says lost, delayed, contact sender or investigation complete.

If tracking says delivered but you did not receive it

Do not simply say “I did not receive it”. Explain why the delivery evidence is not enough. If the photo is not your house, say that. If the signature is not yours, say that. If the safe place was not authorised, say that.

Useful linked pages: delivered but not received letter template, tracking says delivered but no proof, and delivery photo not my house.

If the retailer keeps delaying

A short delivery investigation can be reasonable. But if the retailer keeps saying “wait longer” without a proper outcome, your chargeback request should show the timeline: when you ordered, when delivery was due, when you complained, and how long the retailer has delayed.

If the problem is mainly late delivery rather than missing goods, read late delivery refund first.

If the retailer says contact the courier

Tell your bank that the retailer has redirected you to the courier instead of resolving the order. Attach the message. For most online purchases, the retailer should usually deal with the delivery problem and chase the courier where needed.

If this is your exact issue, also read retailer says contact courier.

Common chargeback mistakes

No retailer evidence: show that you contacted the retailer and gave them a chance to resolve it.
No tracking proof: attach tracking screenshots, not just the tracking number.
Too vague: say exactly whether the issue is goods not received, wrong delivery evidence, lost parcel or refund refusal.
Wrong route: chargeback is for card payments; it is not for cash or bank transfer.
Ignoring Section 75: if it was a qualifying credit-card purchase over £100, check Section 75 too.
Overstating the facts: keep the request accurate and evidence-based.

What happens after you send it?

Your bank may ask for more evidence, send you a dispute form, raise the chargeback, reject it, or ask the retailer’s bank to respond. Chargeback is not guaranteed, and the retailer may dispute it. That is why your evidence bundle matters.

If your bank refuses to help or handles the dispute unfairly, ask for the reason in writing and consider its complaints process. If you receive a final response you disagree with, the Financial Ombudsman Service may be relevant for complaints about how the bank handled the matter.

Build the full chargeback letter now

Create a personalised chargeback request that explains the missing parcel, retailer refusal, tracking evidence and card payment clearly.

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Chargeback request checklist

Card transaction date and amount.
Retailer name and order number.
Courier and tracking number.
Expected delivery date.
Tracking screenshots.
Retailer complaint and refusal evidence.
Why delivery has not been proven.
Refund/replacement request already made to retailer.
Specific amount you want charged back.

Useful official and trusted pages

Chargeback missing parcel FAQs

Can I use chargeback for a missing parcel?

Chargeback may be available for debit or credit card purchases where goods have not arrived, but it is a card-scheme process rather than a legal guarantee. Your bank or card provider will usually ask for supporting evidence.

What should a chargeback missing parcel letter include?

Include the retailer, order number, transaction date, amount paid, card used, delivery problem, tracking evidence, retailer correspondence, refund refusal and the outcome you want from the bank.

Should I complain to the retailer before chargeback?

Yes. In most cases you should first ask the retailer for a refund or replacement and keep evidence of their refusal, delay or failure to resolve the issue.

Is chargeback the same as Section 75?

No. Chargeback is a card-scheme process for debit and credit cards. Section 75 is a legal protection for some credit-card purchases, usually where the cash price is over £100 and not more than £30,000.

What if the retailer disputes the chargeback?

Your bank may ask you for more evidence. Keep the order confirmation, tracking screenshots, retailer refusal and any proof that delivery was not made to you.

Can I use this if tracking says delivered?

Yes, but explain why the delivered scan is disputed. Mention wrong photo, no signature, unknown signature, no authorised safe place or missing GPS/address evidence.