Section 75 for Missing Parcel UK: Credit Card Refund Help
Section 75 is different from chargeback. Chargeback is a card scheme process. Section 75 is a legal protection under the Consumer Credit Act 1974 that can make the credit provider jointly responsible with the retailer in some cases where there has been a breach of contract or misrepresentation.
This guide explains when Section 75 may help with a missing parcel, what evidence to prepare, how to describe the dispute to your credit card provider, and when chargeback may be the better route.
When Section 75 may help with a missing parcel
Section 75 may be worth asking about if you bought goods by credit card, the item was not received, and the retailer refuses to provide a refund, replacement or proper evidence of delivery.
Section 75 checklist
Use this quick checklist before contacting your credit card provider.
| Question | Why it matters |
|---|---|
| Did you pay by credit card? | Section 75 is credit card protection. Debit card payments usually need the chargeback route instead. |
| Was the item over £100 and no more than £30,000? | The qualifying price range is a key part of Section 75 protection. |
| Did the goods fail to arrive? | A missing parcel may be framed as goods not received or failure to deliver. |
| Have you contacted the retailer first? | Your card provider may ask what the retailer said and whether they refused to resolve the issue. |
| Do you have evidence? | You will usually need order proof, payment proof, tracking evidence, retailer messages and a timeline. |
Try the retailer first
Before asking your credit card provider for Section 75 help, contact the retailer first. Explain that the parcel has not been received, ask for the full delivery evidence, and request a refund, replacement or redelivery.
If the retailer refuses, save that refusal. Your credit card provider will usually want to understand what happened, what the retailer said, and why you believe the goods were not delivered.
If the retailer has already rejected your refund request, use our what to do if the retailer refuses a refund for a missing parcel guide before contacting your card provider.
Section 75 vs chargeback
Section 75 and chargeback are often mentioned together, but they are not the same thing.
| Route | Best fit | Key point |
|---|---|---|
| Section 75 | Some credit card purchases over £100 and up to £30,000. | Legal protection that may make the credit provider jointly responsible with the retailer. |
| Chargeback | Debit card, credit card or charge card disputes where card scheme rules apply. | Card dispute process. It is not a guaranteed refund and is usually time-sensitive. |
If you paid by debit card, Section 75 usually will not apply. Use our chargeback for missing parcel guide instead.
Does part-payment by credit card count?
Section 75 may still be relevant if you only paid part of the qualifying item price by credit card, such as a deposit or part-payment. The key issue is usually the total item price and whether the credit card payment creates the required link between you, the credit provider and the retailer.
What evidence should you send?
Your credit card provider will need a clear evidence pack. The aim is to show what you bought, how you paid, why the goods were not received, and how the retailer responded.
Useful evidence
- Order confirmation and order number
- Credit card statement or payment proof
- Tracking screenshot and delivery date
- Delivery photo or proof of delivery, if available
- Retailer refusal email or chat transcript
- Short timeline showing what happened
Weak evidence
- No proof the item was bought by credit card
- No order number or retailer details
- No tracking or delivery evidence
- No copy of retailer messages
- No explanation of why delivery is disputed
Use our missing parcel evidence checklist to collect tracking screenshots, delivery photos, safe-place notes, neighbour details, retailer messages and payment proof before raising a Section 75 claim.
How to explain the dispute to your credit card provider
Keep your explanation factual. The credit card provider needs to understand that you paid for goods, the goods were not received, you contacted the retailer, and the retailer refused to resolve the issue.
Example wording:
I paid for goods from [retailer] on [date] using my credit card. The item cost [amount]. The parcel has not been received.
The retailer says the courier marked it as delivered, but the delivery evidence does not prove delivery to me, my address, my authorised safe place, or someone I authorised to receive it.
I contacted the retailer on [date] and requested a refund or replacement. They refused on [date]. I am asking whether I can make a Section 75 claim because the goods were not delivered. I have attached the order confirmation, credit card payment proof, tracking evidence, delivery evidence and retailer messages.
Common missing parcel Section 75 situations
| Situation | What to show your card provider |
|---|---|
| Tracking says delivered but no parcel arrived | Show the tracking, delivery photo, retailer refusal, and explain why the evidence does not prove delivery to you. |
| Parcel left in unsafe safe place | Show whether you authorised that safe place and explain why the delivery is disputed. |
| Parcel delivered to wrong address | Show the delivery photo, GPS/location issue if available, and evidence that the door or address is not yours. |
| Parcel delivered to neighbour but not received | Show the tracking, neighbour details or lack of details, your retailer messages, and any note that the parcel could not be recovered. |
| Retailer says contact the courier | Show that you paid the retailer and that the retailer refused to investigate or resolve the missing parcel complaint. |
When Section 75 may not apply
Section 75 may not be the right route in every missing parcel case. It may be harder or unavailable if the item was under the qualifying price, paid by debit card, paid by bank transfer, bought through certain third-party payment structures, or if the card provider decides the required legal link is not present.
If Section 75 is not available, ask whether chargeback, marketplace protection, PayPal dispute, Klarna/Clearpay support, or the retailer’s formal complaint route is more appropriate.
What if your Section 75 claim is rejected?
If your credit card provider rejects your Section 75 claim, ask for the reason in writing. You may need to provide more evidence or clarify the basis of the claim.
- Ask why it was rejected. Was it the item value, payment method, evidence, or legal link?
- Send stronger evidence. Include order proof, card payment proof, tracking, delivery photo and retailer refusal.
- Ask about chargeback. It may be a separate route depending on timing and card scheme rules.
- Use the provider’s complaint process. If you think the card provider handled it unfairly, ask how to complain.
Need a missing parcel letter before Section 75?
Generate a personalised UK missing parcel letter that requests the retailer’s delivery evidence and creates a clear paper trail before you contact your credit card provider.
Generate My Letter – £3.99Step-by-step Section 75 checklist
- Check your payment method. Confirm whether you paid all or part of the item by credit card.
- Check the item price. Section 75 is usually for items over £100 and no more than £30,000.
- Contact the retailer first. Ask for refund, replacement or full delivery evidence.
- Save the refusal. Keep emails, chats or complaint replies.
- Collect your evidence. Order confirmation, credit card proof, tracking, delivery photo and messages.
- Contact your credit card provider. Ask whether you can make a Section 75 claim for goods not received.
- Ask for the reason if refused. Then check whether chargeback or another route applies.
Related missing parcel routes
Section 75 is usually an escalation step. These guides help you build the evidence first:
This guide is general consumer information, not legal or financial advice. Your credit card provider will decide whether Section 75 is available in your specific case.
Section 75 for missing parcel FAQs
Can I use Section 75 for a missing parcel?
You may be able to ask your credit card provider about Section 75 if the item cost more than £100 and no more than £30,000, you paid all or part of it by credit card, and the retailer has breached the contract by failing to deliver the goods.
Does Section 75 apply to debit cards?
No. Section 75 is credit card protection. If you paid by debit card, ask your bank about chargeback instead.
What evidence do I need for Section 75 for a missing parcel?
Save your order confirmation, proof of credit card payment, tracking evidence, delivery photo or proof of delivery, messages with the retailer, refusal response, and a short timeline showing the goods were not received.
Can I claim Section 75 if I only paid a deposit by credit card?
Section 75 can sometimes apply even if only part of the purchase was paid by credit card, as long as the total item price is within the qualifying range and the other conditions are met.
Should I use Section 75 or chargeback for a missing parcel?
Section 75 is a legal protection for some credit card purchases. Chargeback is a separate card scheme process that may apply to debit or credit card payments. Ask your card provider which route applies to your case.