Letter template guide

Section 75 Missing Parcel Letter Template UK

Use this guide when you paid by credit card, your parcel has not arrived, the retailer will not fix it, and you want to make a Section 75 claim to your credit card provider.

Updated 23 June 2026 by ParcelClaim Research Team

Quick answer: A Section 75 missing parcel letter should explain the credit-card purchase, the delivery failure, the retailer’s breach of contract or refusal, the evidence you have, and the amount you want your credit card provider to reimburse.

Paid by credit card

Section 75 is usually about credit-card or linked credit agreements, not debit cards.

Item over £100

The cash price usually needs to be more than £100 and not more than £30,000.

Retailer failed

You need to show the retailer did not deliver or refused to resolve it.

Create the full Section 75 claim letter

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What this Section 75 letter page is for

This page is for missing parcel disputes where you paid by credit card and want to ask the credit card provider to consider joint liability under Section 75 of the Consumer Credit Act.

It is not the same as a normal retailer complaint. It is also not the same as chargeback. A Section 75 claim should explain why the retailer has breached the contract, why the goods were not delivered, and why the credit provider should consider reimbursing you.

Situation	Use this page?
Paid by credit card and parcel never arrived	Yes, if the purchase fits Section 75 criteria.
Paid by debit card	No — use chargeback instead.
Item cash price was £100 or less	Usually no — Section 75 normally needs over £100.
Item cash price was over £30,000	Usually no — the normal upper limit is £30,000.
Paid only a deposit on credit card	Possibly — the item price matters, not only the amount paid by card.
Used PayPal, Klarna, marketplace wallet or another intermediary	Be careful — the debtor-creditor-supplier link may be more complicated.

Section 75 vs chargeback

Section 75 is a legal protection for some credit-card and finance purchases. If it applies, the credit provider can be jointly liable with the supplier for breach of contract or misrepresentation.

Chargeback is different. It is a card-scheme process that may be available on debit or credit card payments, but it is not the same legal right. If you paid by debit card, use our chargeback missing parcel letter template.

Simple rule:

Credit card and qualifying item over £100? Check Section 75. Debit card or smaller purchase? Chargeback may be more relevant.

What your Section 75 missing parcel letter should include

Your credit card provider details: name of the card provider and account/card reference if safe to include.
Transaction details: transaction date, amount paid, retailer name and order number.
Item cash price: show the item price was more than £100 and not more than £30,000 where relevant.
Delivery promise: expected delivery date, delivery option, address and courier.
What went wrong: lost parcel, non-delivery, disputed delivered scan, wrong delivery photo, missing item or failed retailer investigation.
Retailer complaint timeline: dates you contacted the retailer and what they replied.
Breach of contract argument: explain that the goods were not delivered to you or someone authorised by you.
Evidence attached: order confirmation, tracking, retailer refusal, delivery photo/signature problem and payment proof.
Remedy requested: the amount you want reimbursed and why.

Short teaser wording

This is only starter wording. The full ParcelClaim letter should be personalised to your retailer, credit-card provider, delivery evidence, item value and claim amount.

Preview wording

Subject: Section 75 claim request — goods not received

Hello, I am asking you to consider a Section 75 claim for a credit-card purchase from [retailer] made on [date] for £[amount]. The order number is [order number].

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

I believe there has been a breach of contract because the goods were not delivered. I have attached the order confirmation, card payment evidence, tracking screenshots and retailer correspondence.

Do not confuse item price with total basket price.

Section 75 usually looks at the cash price of the item or qualifying set. A basket of separate items that adds up to more than £100 may not always qualify if no individual item or qualifying set is over £100.

Evidence checklist for a Section 75 missing parcel claim

Evidence	Why it matters
Credit card statement or transaction	Shows the payment, date, merchant and amount.
Order confirmation	Shows the retailer, order number, item, price and delivery address.
Item price breakdown	Helps show whether the item or qualifying set is over £100 and within the limit.
Tracking screenshots	Shows lost, delayed, stuck, or disputed delivery status.
Retailer refusal or delay	Shows you tried to resolve the problem with the supplier first.
Delivery photo/signature problem	Important where the retailer says tracking proves delivery.
Courier message	Useful if the courier says lost, delayed, investigation complete or contact sender.
Refund amount calculation	Shows exactly what you want the card provider to reimburse.

If tracking says delivered but you did not receive it

Your Section 75 letter should explain why the delivery evidence does not prove delivery to you. A delivered scan may not be enough if the photo is not your house, the signature is not yours, the parcel was left in an unauthorised safe place, or the retailer cannot show where it was delivered.

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

If the retailer says contact the courier

Include that message in your evidence. If the retailer sold you the goods and arranged delivery, your complaint is usually that the retailer failed to deliver the goods under the contract. The retailer can pursue the courier separately.

Read retailer says contact courier if this is the main reason they refused your refund.

If you only paid a deposit by credit card

Section 75 can sometimes apply even if only part of the purchase was paid using credit, because the cash price of the goods or services is what matters. Your letter should make clear the full item price, the amount paid by credit card, and the amount you are claiming.

Keep this simple and evidence-led. The card provider may ask for invoices, receipts or proof of how the order was split.

Common Section 75 mistakes

Using it for debit card payments: use chargeback instead.
Not showing the item price: prove the item or set was over £100 and not more than £30,000.
Only saying “parcel missing”: explain why that is a breach of contract.
No retailer timeline: show that you tried to resolve the problem with the retailer.
No tracking evidence: include screenshots and dates, not just a tracking number.
Intermediary payment issues: PayPal, wallet, marketplace or buy-now-pay-later routes can complicate the claim.
Claiming for unrelated losses without proof: start with the item price, delivery charge and direct losses you can evidence.

What happens after you send the claim?

Your credit card provider may ask for more evidence, reject the claim, offer chargeback instead, contact the retailer, or assess whether Section 75 applies. Ask them to explain the reason if they refuse.

If you disagree with how your credit card provider handles the claim, ask for a final response through its complaints process. After that, the Financial Ombudsman Service may be relevant for complaints about the credit provider’s handling of the matter.

Build the full Section 75 letter now

Create a personalised Section 75 claim letter that explains the missing parcel, retailer breach, credit-card payment, item value and evidence clearly.

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Section 75 claim checklist

Credit card provider name.
Retailer name and order number.
Transaction date and amount paid by credit card.
Cash price of the item or qualifying set.
Expected delivery date and delivery address.
Tracking screenshots and courier messages.
Retailer complaint and refusal evidence.
Explanation of breach of contract.
Amount claimed and how calculated.

Useful official and trusted pages

Section 75 missing parcel FAQs

Can I use Section 75 for a missing parcel?

Section 75 may help where you paid by credit card and there has been a breach of contract or misrepresentation by the supplier, such as goods not being delivered, subject to the usual criteria.

What value must the purchase be for Section 75?

The cash price of the item or qualifying set usually needs to be more than £100 and not more than £30,000. It is the item price that matters, not necessarily the amount paid on the credit card.

What should a Section 75 missing parcel letter include?

Include the retailer, credit card provider, transaction amount, order details, expected delivery date, tracking evidence, retailer refusal, why delivery has not been proven, and the refund amount claimed.

Is Section 75 the same as chargeback?

No. Chargeback is a card-scheme process. Section 75 is a legal protection under the Consumer Credit Act for some credit-card and finance purchases.

Should I contact the retailer before Section 75?

You should usually try to resolve the issue with the retailer first and keep evidence of the complaint, refusal or failure to respond before asking the credit card provider to consider a Section 75 claim.

Can I claim if I used PayPal or Klarna?

It can be more complicated if an intermediary or buy-now-pay-later route was used because the required credit-provider/supplier link may be affected. Ask your card provider to explain its position in writing.