Delivered But Not Received Letter Template UK
Use this guide when tracking says your parcel was delivered, but you never received it. It explains what your complaint letter should include before you ask the retailer for proof, refund or replacement.
But you checked and have no parcel.
Ask the retailer to prove where it was delivered.
Use a stronger written complaint before escalation.
ParcelClaim builds a personalised complaint letter using your retailer, tracking status, delivery evidence, order value and refund request.
Create My Letter One-time £2.99 · No subscription · Instant documentWhat this letter page is for
This page is for shoppers who need wording for a complaint where the retailer or courier says the parcel was delivered, but the buyer says it was not received.
| Problem | This page helps you ask for |
|---|---|
| Tracking says delivered but no parcel arrived | Delivery evidence, investigation, refund or replacement. |
| Delivery photo is not your door or address | Correction of the delivery record and refund/replacement. |
| Signature is not yours | Signature evidence and proof of who accepted delivery. |
| Parcel left in unsafe place | Explanation of why you did not authorise that location. |
| Retailer says “tracking proves delivery” | A written dispute asking them to prove physical delivery. |
What your delivered-but-not-received letter should include
- Your order details: order number, retailer, item, order date and delivery address.
- The tracking status: date and time it changed to “delivered”.
- Your dispute: state clearly that you did not receive the parcel.
- Checks you made: front/back door, safe place, neighbours, building reception, household members.
- Evidence problems: wrong delivery photo, wrong door, no signature, unknown signature, no GPS or unsafe location.
- What you want: refund, replacement, redelivery, or written proof of delivery.
- Deadline: give the retailer a reasonable deadline to respond.
- Escalation: say you may consider chargeback, Section 75 or further action if they refuse.
Short teaser wording
This is only a short starter example. The full paid ParcelClaim letter should be personalised to the retailer, courier, value, tracking evidence and your exact situation.
Subject: Order marked delivered but not received
Hello, I am writing about order [order number]. The tracking says this parcel was delivered on [date], but I have not received it.
I have checked [safe place/neighbours/reception/household] and I do not have the parcel. Please provide clear delivery evidence, including the delivery photo, GPS/location data, signature record or courier investigation notes.
If you cannot show that the parcel was delivered to me or to someone authorised by me, please arrange a refund or replacement.
If the photo is not your house, say that. If the signature is not yours, say that. If you never authorised a safe place, say that. A good letter is specific.
Should the letter go to the retailer or the courier?
For most online purchases, send the complaint to the retailer first. The courier tracking is evidence, but the retailer normally sold you the goods and arranged delivery. If the retailer used the courier, the retailer should usually chase the courier and resolve the problem with you.
If the retailer says you must deal with the courier yourself, read retailer says contact courier.
What proof should you ask for?
Your letter should ask for delivery evidence, not just a copy of the same tracking page. Useful proof can include:
- delivery photo;
- GPS or geolocation record;
- signature image;
- name of the person who accepted delivery;
- safe-place instruction record;
- courier investigation notes;
- exact delivery address used; and
- driver notes or depot notes.
How to make the letter stronger
| If this happened | Add this to your letter |
|---|---|
| Delivery photo is not your house | Say the image does not show your address and ask for GPS/location evidence. |
| Parcel left outside | Say whether you authorised that safe place and whether it was secure. |
| Neighbour delivery claimed | Say which neighbours you checked and whether you authorised neighbour delivery. |
| Signature is not yours | Ask for the name/signature record and explain nobody authorised accepted it. |
| Retailer refuses refund | Ask them to explain the basis for refusal and provide all evidence relied on. |
What not to write
Avoid emotional or vague wording such as “your courier stole it” unless you have clear proof. A stronger letter says:
- the tracking says delivered;
- you did not receive the goods;
- you checked reasonable places;
- the delivery evidence is missing, weak or wrong; and
- you want refund, replacement or proper proof.
When to escalate after sending the letter
If the retailer refuses to refund or replace, or only repeats “tracking says delivered”, your next step may be a stronger complaint, chargeback, Section 75 if you paid by credit card and qualify, or a letter before action.
Keep copies of your letter, retailer replies, tracking screenshots and any delivery evidence. These can matter if you later speak to your bank or take further action.
Build the full letter now
Answer a few questions and create a personalised delivered-but-not-received complaint letter for your retailer.
Start My Letter – £2.99 No subscription. Instant document.Delivered but not received letter checklist
- Order number and retailer name.
- Tracking number and delivered scan date.
- What you checked: doors, bins, safe places, neighbours, reception.
- What delivery proof is missing or wrong.
- Whether anyone authorised a safe place or neighbour delivery.
- What outcome you want: refund, replacement or proper proof.
- A reasonable response deadline.
Useful official pages
- Citizens Advice: if something you ordered has not been delivered
- Which?: delivery or online order has not arrived
- Consumer Rights Act 2015, section 29
- GOV.UK: online and distance selling
Delivered but not received letter FAQs
What should a delivered but not received letter include?
Include your order number, tracking status, the date delivery was claimed, what you checked, why you dispute delivery, what evidence you want, and whether you want refund, replacement or proper proof of delivery.
Can tracking saying delivered prove I received it?
A delivered scan can be evidence, but it may not prove the parcel came into your physical possession. Ask for the photo, GPS data, signature, safe-place instruction or courier notes.
Should I send the letter to the retailer or courier?
Usually the retailer. The courier may hold tracking evidence, but the retailer normally needs to resolve the order problem with you.
Should I mention the Consumer Rights Act?
You can, but do not overload the letter with legal wording. Clear facts, delivery evidence and a direct refund/replacement request are usually more useful.
Can I use this if the delivery photo is wrong?
Yes. State that the photo does not show your address or safe place and ask for GPS/location evidence and courier investigation notes.
Can I use this before chargeback?
Yes. A written retailer complaint is useful evidence if you later use chargeback or Section 75.