Parcel never arrived: why it's the seller's problem, and how to get your money

By the PromptLeadz editorial team. Last reviewed 20 September 2026. General information, not legal advice.

The tracking says "delivered". Your doorstep says otherwise. The seller says to take it up with the courier. The courier says to take it up with the seller. Here's the part that ends the ping-pong: in most of Europe and the UK, the seller is responsible until the parcel is actually in your hands.

Who's responsible

• EU and UK: the goods are at the seller's risk until they're delivered to you (or someone you nominated). The courier works for the seller, not for you. So your claim is against the seller.
• The exception: if you chose and arranged your own courier, the risk passes when the seller hands it over.
• US: rules vary, but the FTC's Mail Order Rule requires sellers to ship within the time they promised (or 30 days if they didn't say), tell you about delays, and let you cancel for a full refund.

Step 1: The checks (10 minutes)

• Look around: neighbours, safe places, the bin store, a parcel locker.
• Check the tracking for a photo, GPS point or signature. Screenshot everything.
• Check your order email: the promised delivery date.

Step 2: Write to the seller, not the courier

Subject: Order [number] not received

My order [number] from [date], for [amount], shows as delivered on [date] but I have not received it. Under consumer law the goods remain at your risk until delivered to me. Please send a replacement or refund me in full within 14 days, and provide your proof of delivery if you believe it was delivered.

Step 3: If it just never came (not marked delivered)

• UK: goods must be delivered within the agreed time, or within 30 days if nothing was agreed. If the date was essential (you told them it was for a birthday, or it's obvious), you can cancel immediately. Otherwise give a reasonable new deadline; if they miss it, cancel and get a full refund.
• France: without an agreed date, delivery is due within 30 days. If it's late, ask the seller in writing (ideally by registered letter or email you can prove) to deliver within a reasonable extra time. If they don't, you can cancel and they must refund you within 14 days.

Step 4: The payment routes

• Card chargeback for "goods not received". Usually within about 120 days of the expected delivery date. Show your message to the seller. Our guide to chargeback vs Section 75 explains which route fits.
• PayPal "item not received" dispute, within 180 days.
• Marketplaces: use the platform's guarantee, for example Amazon's A-to-z Guarantee, within its window.

Worked example

Sofia's EUR 89 order showed "delivered, left at door" with a photo of someone else's door. She sent the seller the screenshot and the letter above. No reply in 14 days. She raised a chargeback for goods not received with the photo and her message attached. The refund landed three weeks later.

If the seller refuses

France: the seller's médiateur de la consommation, and SignalConso. UK: Citizens Advice, then small claims. Cross-border EU: a European Consumer Centre. US: your state attorney general or the FTC.

Sources and further reading

• Consumer Rights Act 2015 (legislation.gov.uk)
• Your Europe: delivery and non-delivery
• Citizens Advice: consumer help (UK)