Retailer Says Contact the Courier About a Missing Parcel?
One of the most common replies after a missing parcel complaint is: “You need to contact the courier.”
This can leave you stuck in the middle. The retailer says it is a courier issue. The courier says you need to contact the sender. Meanwhile, you still do not have your parcel, refund or replacement.
This guide explains what to do if a retailer tells you to contact Evri, DPD, Royal Mail, Yodel, Parcelforce, UPS, DHL or another courier about a missing, disputed or delivered-but-not-received parcel.
Can a retailer make you deal with the courier?
Usually, the retailer should not use “contact the courier” as a reason to avoid your missing parcel complaint. If you bought the goods from the retailer and the retailer arranged delivery, your complaint should normally stay with the retailer.
Under Consumer Rights Act 2015 section 29, goods normally remain at the trader’s risk until they come into the physical possession of the consumer, or someone the consumer identified to take possession of the goods. There is an exception where the consumer arranges their own carrier instead of using one offered by the trader.
You can still check the tracking yourself and save any delivery evidence. But the retailer should usually investigate the delivery issue, ask the courier for full evidence, and decide whether to refund, replace or redeliver the goods.
Buyer, sender or marketplace order: who should you contact?
| You are... | Who to contact first | Why |
|---|---|---|
| Buyer from a retailer | Retailer | You bought the goods from the retailer, and the retailer usually arranged delivery. |
| Sender who paid for delivery | Courier | You bought the delivery service, so your claim may be with the courier. |
| Marketplace buyer | Seller or marketplace support | Use the platform’s dispute process and keep evidence from the seller and courier. |
| Gift recipient | The buyer or sender | The person who bought the goods or arranged delivery may need to raise the complaint. |
Why retailers tell customers to contact the courier
Retailers often tell customers to contact the courier because the tracking says delivered, there is a delivery photo, or the courier has marked the delivery as complete.
But a tracking status alone does not always prove the parcel was delivered to you, your address, your authorised safe place, or someone you authorised to receive it.
The courier may have useful information, but the retailer is usually the business you paid. That means the retailer should normally investigate with Evri, DPD, Royal Mail or whichever courier they used.
Retailer vs courier: who should you contact first?
| Situation | Who to contact first | Why |
|---|---|---|
| You bought an item from a retailer | The retailer | The retailer sold you the goods and normally arranged the delivery. |
| The courier says it was delivered | The retailer | The retailer should ask the courier for delivery evidence and investigate. |
| The courier says contact the sender | The retailer | The retailer is usually the sender or courier account holder. |
| You paid the courier directly to send a parcel | The courier | If you bought the delivery service yourself, your claim may be with the courier. |
| The retailer refuses to help | Escalate in writing | You may need a formal complaint, chargeback or Section 75 route depending on the facts. |
What to say when the retailer says contact the courier
Keep your reply calm, clear and evidence-led. The aim is to put the complaint back in the right place and ask the retailer to investigate properly.
Paste-ready reply script:
I bought the goods from you, and the parcel has not come into my physical possession or the possession of anyone I authorised to receive it.
Under Consumer Rights Act 2015 section 29, goods normally remain at the trader’s risk until they come into the consumer’s physical possession, unless the consumer arranged their own carrier.
Please investigate this with your courier and provide the full delivery evidence, including any delivery photo, timestamp, GPS/location evidence, safe-place note, neighbour details, signature or collection record.
If the evidence does not show delivery to me, my address, an authorised safe place, or someone I authorised to receive the parcel, please provide a refund or replacement.
What delivery evidence should the retailer request?
If the retailer says the courier confirmed delivery, ask for the evidence behind that decision. The key question is not just whether the tracking says delivered. The key question is: where was the parcel actually delivered?
Ask the retailer for
- Delivery photo
- Delivery timestamp
- GPS or location scan, where available
- Safe-place note
- Neighbour name or house number
- Signature or collection record
- Courier investigation outcome
Weak retailer replies
- “Tracking says delivered” only
- “Contact the courier yourself”
- “The case is closed” with no evidence
- “Nothing more we can do”
- No delivery photo or location details
- No explanation of where it was delivered
What if the courier says contact the sender?
This is common. Many couriers will only discuss full delivery evidence with the sender, retailer or account holder. If the courier tells you to contact the sender, save that message and send it back to the retailer.
Example wording:
I contacted the courier as requested, but they have directed me back to the sender/retailer. Please investigate this using your courier account and provide the delivery evidence or arrange a refund/replacement.
Retailer says contact Evri
If the retailer tells you to contact Evri, ask the retailer to request the full Evri delivery evidence. This may include the delivery photo, safe-place note, delivery timestamp, neighbour details, ParcelShop information or location data where available.
If the Evri photo is a generic doorstep, does not show your house, or the parcel was left somewhere unsafe, explain this to the retailer and ask them to investigate with Evri directly.
For more detail, read our Evri delivered but not received guide.
Retailer says contact DPD
If the retailer tells you to contact DPD, ask the retailer for the DPD delivery photo, timestamp, one-hour delivery window, neighbour details, Pickup shop record, and GPS/location evidence where available.
If the photo or delivery location does not match your address, explain this clearly and ask the retailer to reopen the delivery investigation.
For more detail, read our DPD delivered but not received guide.
Retailer says contact Royal Mail
If the retailer tells you to contact Royal Mail, ask the retailer for the full delivery evidence. This may include Royal Mail tracking, Safeplace details, signature evidence, delivery office information, Post Office collection details, neighbour delivery details or a missed delivery record.
Royal Mail tracking may not always show the same type of courier GPS evidence as other couriers, so the exact evidence available can depend on the service used.
For more detail, read our Royal Mail delivered but not received guide.
Common retailer replies and what to ask for
| Retailer response | What it may mean | What to ask for |
|---|---|---|
| “Tracking says delivered.” | The retailer is relying on a status update. | Ask for the photo, timestamp, GPS/location data and delivery address evidence. |
| “You need to contact Evri.” | The retailer is pushing you to the courier. | Ask the retailer to investigate with Evri because you bought from the retailer. |
| “DPD confirmed delivery.” | There may be DPD delivery evidence. | Ask for DPD photo proof, location evidence, timestamp and neighbour/safe-place details. |
| “Royal Mail says delivered.” | There may be Safeplace, signature, delivery office or collection evidence. | Ask for the full Royal Mail delivery evidence, not just the tracking status. |
| “The investigation is closed.” | The retailer may have accepted the courier’s answer. | Ask for the investigation outcome and the evidence used to reject your claim. |
Do not rely only on phone calls
If the retailer is refusing to help, try to keep the complaint in writing. Emails, live chat transcripts and contact-form replies are easier to save than phone calls.
A written record helps show:
- when you reported the missing parcel;
- what the retailer told you to do;
- whether the retailer blamed the courier;
- what delivery evidence was provided;
- whether your refund or replacement was refused.
When to escalate
If the retailer keeps telling you to contact the courier and refuses to investigate, it may be time to escalate in writing.
You may want to escalate if:
- the retailer refuses a refund without showing delivery evidence;
- the courier tells you only the retailer can raise the issue;
- the retailer closes the case without explaining where the parcel was delivered;
- the delivery photo does not show your address;
- the parcel was left in an unsafe or unauthorised safe place;
- the retailer says there is nothing more they can do.
If your refund has already been refused, read our refund refused for missing parcel guide.
What if you paid by card?
If the retailer refuses to resolve the missing parcel complaint, your bank or card provider may be another route depending on how you paid.
| Payment method | Possible route | Useful guide |
|---|---|---|
| Debit card | Chargeback may be worth asking about. | Chargeback for missing parcel |
| Credit card | Chargeback or Section 75 may be relevant depending on the purchase. | Section 75 for missing parcel |
| PayPal, Klarna or Clearpay | The payment provider or marketplace dispute process may apply. | Check the provider’s dispute process and keep retailer evidence. |
Step-by-step: what to do next
- Save the retailer’s reply. Keep the message where they told you to contact the courier.
- Check the courier tracking. Save tracking screenshots, delivery photos, timestamps and safe-place notes.
- Ask the retailer for full delivery evidence. Do not accept “tracking says delivered” on its own.
- Explain that you bought from the retailer. Ask them to investigate with their courier.
- Request a refund or replacement. Be clear about the outcome you want.
- Escalate if refused. Use a formal complaint, chargeback or Section 75 route if appropriate.
Need to push back on the retailer?
Generate a personalised UK missing parcel letter that tells the retailer what evidence you need and asks for a refund, replacement or proper investigation.
Generate My Letter – £3.99Related missing parcel guides
These guides can help depending on what the retailer or courier has said:
This guide is general consumer information, not legal advice. The right route depends on who you bought from, who arranged delivery, how you paid, and what evidence exists.
Retailer says contact courier FAQs
Can a retailer tell me to contact the courier about a missing parcel?
A retailer can ask you to check tracking or provide information, but if you bought the goods from the retailer, your complaint is usually with the retailer. The courier may hold evidence, but the retailer should normally investigate with them if they arranged the delivery.
Who is responsible if my parcel is missing?
If you bought goods from a retailer, the retailer is usually your first point of contact because they sold the goods and normally arranged delivery. If you paid the courier directly to send a parcel, your claim may be with the courier instead.
What should I say if the retailer blames Evri, DPD or Royal Mail?
Tell the retailer that the parcel has not come into your physical possession or the possession of anyone you authorised to receive it. Ask them to investigate with their courier and provide full delivery evidence, a refund or a replacement.
What if the courier says contact the sender?
Save the courier’s response and send it back to the retailer. Explain that the courier has directed you back to the sender or retailer and ask the retailer to investigate using their courier account.
Can I use chargeback if the retailer keeps blaming the courier?
If the retailer refuses to resolve a missing parcel complaint, you may be able to ask your bank or card provider about chargeback or Section 75 depending on how you paid.