Missing Parcel Evidence Checklist UK – What to Save Before You Claim

Updated 4 May 2026 by ParcelClaim Research Team | Free UK missing parcel checklist

Quick answer: Before you argue with the retailer, courier, bank or card provider, save the evidence. The stronger your paper trail, the harder it is for a retailer to dismiss your claim with “tracking says delivered”.

If your parcel is missing, marked as delivered, left in a safe place, delivered to a neighbour, or shown with a photo you do not recognise, collect the evidence before you start chasing everyone. A clear evidence pack makes it easier to ask for a refund, replacement, courier investigation, chargeback, or formal complaint.

This checklist is free to use. You can screenshot it, print it, or copy the items into a note before contacting the retailer or courier.

Important: If you bought the item from a retailer, your first complaint should usually go to the retailer, not the courier. The courier may hold evidence, but the retailer normally needs to investigate the delivery issue.

Free missing parcel evidence checklist

Tick off as many as you can. You do not need every item, but the more evidence you have, the stronger your claim usually is.

1. Order and payment evidence

Order confirmation Save the order email, order number, item name, price, delivery address and order date.
Invoice or receipt Save the retailer invoice, receipt, or account order page.
Proof of payment Save the card, PayPal, Klarna, Clearpay, bank, or marketplace payment record.
Delivery address used Check the address on the order. Save a screenshot showing the correct delivery address.

2. Tracking evidence

Tracking number Copy the full tracking number exactly as shown.
Courier name Record whether it was Evri, DPD, Royal Mail, Yodel, Amazon Logistics, UPS, DHL, Parcelforce or another courier.
Tracking status screenshot Screenshot “delivered”, “left in safe place”, “delivered to neighbour”, “out for delivery”, “delayed” or any other status.
Delivery date and time Save the exact timestamp shown in the tracking.
Tracking history Screenshot the full tracking timeline, not just the final status.

3. Delivery proof evidence

Delivery photo Save the photo and check whether it shows your actual door, house number, building entrance or safe place.
Photo issue Write down what is wrong: wrong door, no house number, generic porch, communal hallway, neighbour’s address, or unclear image.
GPS or location data If the courier or retailer can provide GPS/location evidence, ask whether it matches your address.
Signature or name If the proof shows a signature or name, note whether you recognise it.
Photo of your actual door or safe place Take your own photo so you can compare it with the courier’s delivery photo.

4. Safe-place and neighbour evidence

Safe-place note Save the wording if tracking says it was left in a porch, bin, shed, behind a gate, doorstep, hallway or other safe place.
Whether you authorised the safe place Write down whether you chose that location in the courier app, retailer checkout, account settings, or delivery instructions.
Neighbour details If tracking says neighbour delivery, save the house number, name, or any details provided.
Who you checked with Make a note of neighbours, household members, reception, concierge, post room, workplace mail room or building staff you asked.

5. Communication evidence

Retailer messages Save emails, webchat transcripts, screenshots, case references, complaint numbers and support replies.
Courier messages Save any message from the courier, especially if they say only the sender can claim.
Dates of contact Write down when you contacted the retailer, courier, marketplace, bank, or payment provider.
Final response or refusal Save any message where the retailer refuses a refund, says to contact the courier, or relies only on tracking.

6. Your short timeline

Date ordered When you placed the order.
Expected delivery date When the parcel was supposed to arrive.
Date marked delivered or missing When tracking changed or when you realised the parcel had not arrived.
Date you contacted the retailer When you first reported the issue.
What you want Refund, replacement, resend, repair, investigation, or final response.

What to ask the retailer for

Once you have your evidence, contact the retailer in writing. Keep it short and factual. Ask them to check the full delivery record instead of relying only on the tracking status.

Ask for:

Delivery photo
Delivery timestamp
Safe-place note
Neighbour delivery details
Signature or name if available
GPS/location data where available
A refund, replacement, or proper proof of delivery

Buyer claim vs sender claim

The right evidence depends on whether you bought the item or sent the parcel yourself.

You are...	What to save first
The buyer	Order confirmation, payment proof, tracking, delivery evidence, retailer messages and a timeline.
The sender	Postage receipt, courier booking, declared value, tracking, drop-off proof, compensation cover and courier messages.

When this checklist is most useful

This evidence checklist is useful for most UK parcel disputes, including:

Parcel marked delivered but not received Parcel left in safe place but missing Evri delivered but not received DPD delivered but not received Royal Mail delivered but not received

What if the retailer still refuses?

If the retailer refuses to help, your evidence pack becomes more important. You may need it for a marketplace dispute, chargeback, Section 75 claim, formal complaint, or letter before action.

Chargeback: Contact your bank as soon as possible. Chargeback claims usually need to be started within around 120 days of the transaction or the date the goods were due to arrive.
Section 75: If you paid by credit card and the item cost between £100 and £30,000, you may be able to claim from the credit card provider if the retailer has breached the contract.
Marketplace dispute: If you bought through a marketplace, use their buyer protection or dispute route.
Formal complaint: Ask the retailer for a final response and keep a full paper trail.

This guide is general consumer information, not legal advice. For formal legal action, check official guidance or speak to a qualified adviser.

Need the wording too?

This checklist helps you collect the evidence. ParcelClaim can also generate a personalised missing parcel letter with the right evidence requests and UK consumer-rights wording.

Generate My Letter – £3.99

No subscription. One-time payment. Instant document.

Missing parcel evidence checklist FAQs

What evidence should I save for a missing parcel claim?

Save your order confirmation, tracking number, delivery status screenshot, delivery photo, timestamp, safe-place note, neighbour details, messages with the retailer or courier, proof of payment, and a short timeline of what happened.

Should I contact the retailer or the courier first?

If you bought from a retailer, contact the retailer first. The courier may hold delivery evidence, but the retailer usually needs to investigate the delivery issue.

Do I need a delivery photo for a missing parcel claim?

A delivery photo can help, but it is not the only evidence. You should also save the tracking screenshot, timestamp, safe-place note, neighbour details, and any messages with the retailer.

What should I save if tracking says delivered but I have no parcel?

Save the delivered tracking screen, delivery photo, timestamp, courier name, any GPS or location data, safe-place or neighbour information, and a photo of your actual door or safe place if the courier photo looks wrong.

What evidence helps with a chargeback?

Your bank may ask for your order confirmation, payment proof, tracking evidence, messages with the retailer, proof that you tried to resolve the issue, and a clear explanation of what was not delivered.