Proof of Delivery Dispute UK: Tracking Says Delivered But No Parcel
Use this guide when a retailer or courier says a parcel was delivered, but the proof is weak, missing, wrong, or does not show the parcel reached you.
The delivery image does not show your door, safe place or address.
The name or signature is not yours and not someone you authorised.
The retailer refuses a refund without showing proper evidence.
ParcelClaim builds a personalised letter that asks for the right proof and challenges the retailer’s refusal clearly.
Create My Refund Letter One-time £2.99 · No subscription · Instant documentWhat this page is for
This page is for proof-of-delivery disputes where the retailer or courier says the parcel was delivered, but you have no parcel and the delivery evidence does not actually prove it reached you.
| Delivery proof issue | What to challenge |
|---|---|
| Tracking only says “delivered” | Ask for delivery photo, GPS, signature, recipient name and courier notes. |
| Delivery photo is not your house | Challenge the location and ask for GPS/location evidence. |
| Photo shows a doorstep or hallway but no address | Ask how the retailer can prove it is your property or authorised place. |
| Unknown signature | Ask who signed and how they were authorised to accept the parcel. |
| Safe-place delivery claimed | Ask for the safe-place instruction and proof the parcel was left there. |
| Neighbour delivery claimed | Ask which neighbour and whether you identified or authorised them. |
| GPS or scan location is missing | Ask for location data or courier investigation notes before refusal. |
Is tracking alone enough to prove delivery?
Tracking can be useful evidence, but it is not always enough to settle the issue. The key question is whether the goods came into your physical possession, or the possession of someone you identified to receive them.
The Consumer Rights Act 2015 says goods remain at the trader’s risk until they come into the physical possession of the consumer or a person identified by the consumer. That is why a tracking scan alone may be weak if the retailer cannot show where the parcel was left or who received it.
“Delivered” should mean delivered to you, your address, your authorised safe place, your chosen collection point, or someone you identified — not just scanned somewhere by a courier.
Who should provide proof of delivery?
For most online purchases, ask the retailer first. Citizens Advice says that if the seller used a courier, the seller should chase the courier to find out what happened to your order. Which? also says your complaint should be to the retailer, not the courier, because your contract is with the retailer.
You can still check courier tracking and screenshots, but do not let the retailer make you do all the investigation while it refuses the refund.
What proof should you ask for?
Ask for specific evidence, not just a repeated tracking status.
| Evidence to request | Why it matters |
|---|---|
| Delivery photo | Shows where the parcel was supposedly left. |
| GPS/location data | Helps confirm whether the scan happened near your address. |
| Signature image | Useful for signed-for or high-value deliveries. |
| Recipient name | Shows whether the parcel was handed to someone you know or authorised. |
| Safe-place instruction | Shows whether you actually chose that location. |
| Neighbour delivery note | Shows who supposedly accepted it and whether you identified them. |
| Delivery address used | Important if the retailer or courier delivered to the wrong address. |
| Courier investigation notes | Shows whether the courier did more than check the tracking page. |
| Driver notes | Can help explain where the parcel was left or who received it. |
If the delivery photo is not your house
State clearly that the photo does not show your property, door, building, safe place or address. If safe to do so, you can provide a comparison photo of your door or entrance, but avoid exposing private information unnecessarily.
Ask the retailer to provide GPS/location evidence and the courier’s investigation notes. If the retailer cannot prove the parcel was delivered to your address, ask for refund or replacement.
Useful guide: Delivery photo not my house.
If the signature is not yours
Ask for the signature image, name of the person who signed, time of delivery, and evidence that the person was authorised by you. If nobody in your household signed and you did not authorise a neighbour, say that clearly.
Do not simply say “that is not my signature”. Add the practical checks you made: household members, neighbours, building reception or workplace reception.
Useful guide: Signed-for parcel not received.
If the parcel was left in a safe place
The important question is whether you identified that safe place and whether the courier actually left the parcel there. If the courier chose a random place, a public hallway, a doorstep, a bin, a communal area, or a visible outside location, challenge it.
Ask the retailer for the safe-place instruction it relies on. If you never selected that location, say so. If the delivery photo does not show the authorised safe place, say that too.
Useful guide: Parcel left in safe place missing.
If the retailer says “the courier confirmed delivery”
Ask what the courier actually confirmed. Did it confirm a GPS match, a photo, a signature, a person, or just that the tracking status says delivered?
A good complaint separates “courier says delivered” from “courier has proven delivery to me”. The retailer should not close the dispute without explaining what evidence it relies on.
Short wording to challenge proof of delivery
This is only teaser wording. The full ParcelClaim letter should be personalised to the retailer, courier, tracking status, delivery photo/signature issue and requested refund route.
Starter wording
“The tracking says delivered, but I have not received the parcel. Please provide the proof of delivery you are relying on, including delivery photo, GPS/location data, signature, recipient name, safe-place instruction and courier investigation notes.”
“If you cannot show the parcel was delivered to me or someone I identified to receive it, please arrange a refund or replacement.”
Do not accuse the courier of theft unless you have clear evidence. Stronger wording challenges the proof: wrong location, unknown signature, no authorised safe place, no GPS, or no evidence of physical possession.
What to send with your dispute
- Order confirmation and order number.
- Tracking screenshot showing “delivered”.
- Delivery photo if available.
- Comparison photo if the delivery image is not your address, where safe.
- Household/neighbour/reception checks.
- Proof you did not authorise the safe place, if relevant.
- Retailer refusal message.
- Courier messages or investigation reference.
- Payment proof.
- Your requested outcome: refund, replacement or proper evidence.
Common retailer excuses and stronger responses
| Retailer says | Stronger response |
|---|---|
| “Tracking confirms delivery.” | Ask for actual delivery evidence, not just the tracking page. |
| “The courier has investigated.” | Ask for the investigation outcome and evidence relied on. |
| “It was left in a safe place.” | Ask for your safe-place instruction and proof it was left there. |
| “A neighbour accepted it.” | Ask who accepted it and whether they were identified by you. |
| “The photo proves it.” | Explain what the photo does or does not show. |
| “You need a crime reference.” | Ask first for evidence of delivery to you or an authorised person. Do not accept a theft assumption if delivery is not proven. |
When to escalate
If the retailer refuses after you dispute proof of delivery, ask for a final written response. Then consider the next step based on how you paid and the value of the order.
- Retailer refusing refund letter: use this when the retailer has already said no.
- Chargeback: useful for many card payments where goods were not received.
- Section 75: may apply to qualifying credit-card purchases over £100 and up to £30,000.
- Letter before action: a formal final step before considering small claims.
Create a proof-of-delivery dispute letter
Build a personalised letter that challenges weak delivery evidence and asks for refund, replacement or proper proof.
Start My Letter – £2.99 No subscription. Instant document.Proof of delivery dispute checklist
- Order number and retailer name.
- Courier and tracking number.
- Delivery date/time claimed.
- What proof was provided: tracking, photo, GPS, signature or notes.
- Why that proof does not show delivery to you.
- Safe place/neighbour/reception checks.
- Evidence you want the retailer to provide.
- Refund or replacement request.
- Deadline for final response.
Proof of delivery dispute FAQs
Can I dispute proof of delivery in the UK?
Yes. If tracking says delivered but you did not receive the parcel, ask the retailer for the actual delivery evidence, such as a photo, GPS/location data, signature, recipient name, safe-place instruction or courier investigation notes.
Is tracking alone enough to prove delivery?
A tracking scan can be evidence, but it may not prove that the goods came into your physical possession or the possession of someone authorised by you. Ask for evidence of where and to whom the parcel was delivered.
Who should I ask for proof of delivery?
For most online purchases, ask the retailer first. The retailer can then obtain evidence from the courier if it arranged delivery.
What if the delivery photo is not my house?
Tell the retailer the photo does not show your address, provide a comparison photo if safe, and ask for GPS/location evidence and courier investigation notes.
What if the signature is not mine?
Ask for the signature image, recipient name and evidence that the person was authorised by you to receive the parcel.
What if the parcel was left in a safe place I did not choose?
Ask the retailer to provide the safe-place instruction it relies on and evidence the parcel was left there. If you did not authorise the place, say that clearly.