Missing Parcel Evidence Checklist UK – What to Save Before You Claim
If your parcel is missing, marked as delivered, left in a safe place, delivered to a neighbour, or shown with a photo you do not recognise, collect the evidence before you start chasing everyone. A clear evidence pack makes it easier to ask for a refund, replacement, courier investigation, chargeback, or formal complaint.
Don’t just say the parcel is missing. Set out your order number, tracking status, delivery photo, safe-place or neighbour issue, payment proof and the outcome you want.
This checklist is free to use. You can screenshot it, print it, or copy the items into a note before contacting the retailer or courier.
If you are not sure which situation applies yet, start with our Where is my parcel guide to work out whether your parcel is delayed, lost in transit, marked delivered, left in a safe place, or ready to escalate.
If tracking has not updated for several days, the courier says the parcel is delayed, or the parcel has not reached delivered status, use our parcel lost in transit guide.
If the missing parcel is a return you sent back to a retailer and the retailer says it was not received, use our return parcel lost by courier guide.
If your order has not arrived and you want to ask the retailer for your money back, use our parcel not delivered refund guide for the evidence to save and what to ask for.
Free missing parcel evidence checklist
Tick off as many as you can. You do not need every item, but the more evidence you have, the stronger your claim usually is.
1. Order and payment evidence
-
Order confirmation Save the order email, order number, item name, price, delivery address and order date.
-
Invoice or receipt Save the retailer invoice, receipt, or account order page.
-
Proof of payment Save the card, PayPal, Klarna, Clearpay, bank, or marketplace payment record.
-
Delivery address used Check the address on the order. Save a screenshot showing the correct delivery address.
2. Tracking evidence
-
Tracking number Copy the full tracking number exactly as shown.
-
Courier name Record whether it was Evri, DPD, Royal Mail, Yodel, Amazon Logistics, UPS, DHL, Parcelforce or another courier.
-
Tracking status screenshot Screenshot “delivered”, “left in safe place”, “delivered to neighbour”, “out for delivery”, “delayed” or any other status.
-
Delivery date and time Save the exact timestamp shown in the tracking.
-
Tracking history Screenshot the full tracking timeline, not just the final status.
3. Delivery proof evidence
-
Delivery photo Save the photo and check whether it shows your actual door, house number, building entrance or safe place.
-
Photo issue Write down what is wrong: wrong door, no house number, generic porch, communal hallway, neighbour’s address, or unclear image.
-
GPS or location data If the courier or retailer can provide GPS/location evidence, ask whether it matches your address.
-
Signature or name If the proof shows a signature or name, note whether you recognise it.
-
Photo of your actual door or safe place Take your own photo so you can compare it with the courier’s delivery photo.
4. Safe-place and neighbour evidence
-
Safe-place note Save the wording if tracking says it was left in a porch, bin, shed, behind a gate, doorstep, hallway or other safe place.
-
Whether you authorised the safe place Write down whether you chose that location in the courier app, retailer checkout, account settings, or delivery instructions.
-
Neighbour details If tracking says neighbour delivery, save the house number, name, or any details provided.
-
Who you checked with Make a note of neighbours, household members, reception, concierge, post room, workplace mail room or building staff you asked.
5. Communication evidence
-
Retailer messages Save emails, webchat transcripts, screenshots, case references, complaint numbers and support replies.
-
Courier messages Save any message from the courier, especially if they say only the sender can claim.
-
Dates of contact Write down when you contacted the retailer, courier, marketplace, bank, or payment provider.
-
Final response or refusal Save any message where the retailer refuses a refund, says to contact the courier, or relies only on tracking.
6. Your short timeline
-
Date ordered When you placed the order.
-
Expected delivery date When the parcel was supposed to arrive.
-
Date marked delivered or missing When tracking changed or when you realised the parcel had not arrived.
-
Date you contacted the retailer When you first reported the issue.
-
What you want Refund, replacement, resend, repair, investigation, or final response.
What to ask the retailer for
Once you have your evidence, contact the retailer in writing. Keep it short and factual. Ask them to check the full delivery record instead of relying only on the tracking status.
- Delivery photo
- Delivery timestamp
- Safe-place note
- Neighbour delivery details
- Signature or name if available
- GPS/location data where available
- A refund, replacement, or proper proof of delivery
Buyer claim vs sender claim
The right evidence depends on whether you bought the item or sent the parcel yourself.
| You are... | What to save first |
|---|---|
| The buyer | Order confirmation, payment proof, tracking, delivery evidence, retailer messages and a timeline. |
| The sender | Postage receipt, courier booking, declared value, tracking, drop-off proof, compensation cover and courier messages. |
When this checklist is most useful
This evidence checklist is useful for most UK parcel disputes, including:
Evidence for common missing parcel disputes
Different disputes need slightly different proof. Use the table below to decide which evidence to prioritise before you send your complaint or refund request.
| Problem | Evidence to prioritise | Useful guide |
|---|---|---|
| Tracking says delivered but no parcel | Delivered status, timestamp, courier name, delivery photo, safe-place note, neighbour details and a short timeline. | Delivered but not received |
| Delivery photo is not your house | The courier photo, your own comparison photo, address markers, door/flat entrance details and any location evidence. | Photo not my house |
| Left in safe place but missing | Safe-place wording, whether you authorised it, the photo, visibility from the street and whether it was shared or secure. | Safe place missing |
| Delivered to neighbour | Neighbour name or address, handover proof, who you checked with and whether you authorised that person. | Neighbour delivery |
| Item missing from parcel | Packaging photos, parcel label, packing note, item list, dispatch record and what actually arrived. | Missing item from parcel |
How to organise your evidence pack
When you send your complaint, make it easy for the retailer to follow. Use short file names, attach only the most useful screenshots, and write a simple timeline in date order.
- order-confirmation.png
- tracking-delivered-status.png
- courier-delivery-photo.png
- my-front-door-comparison-photo.png
- retailer-refusal-message.png
- payment-proof.png
If you later need to use chargeback, Section 75, a marketplace dispute or a formal letter, this organised evidence pack will save time and make your argument clearer.
What if the retailer still refuses?
If the retailer refuses to help, your evidence pack becomes more important. You may need it for a marketplace dispute, chargeback, Section 75 claim, formal complaint, or letter before action.
- Chargeback: Contact your bank as soon as possible. Chargeback claims usually need to be started within around 120 days of the transaction or the date the goods were due to arrive.
- Section 75: If you paid by credit card and the item cost between £100 and £30,000, you may be able to claim from the credit card provider if the retailer has breached the contract.
- Marketplace dispute: If you bought through a marketplace, use their buyer protection or dispute route.
- Formal complaint: Ask the retailer for a final response and keep a full paper trail.
This guide is general consumer information, not legal advice. For formal legal action, check official guidance or speak to a qualified adviser.
Need a clearer missing parcel refund letter?
This checklist helps you collect the evidence. Create a personalised UK refund letter with tracking evidence requests, delivery-photo wording, safe-place or neighbour wording and a clear refund, replacement or redelivery request.
Start My Refund Letter – £2.99Missing parcel evidence checklist FAQs
What evidence should I save for a missing parcel claim?
Save your order confirmation, tracking number, delivery status screenshot, delivery photo, timestamp, safe-place note, neighbour details, messages with the retailer or courier, proof of payment, and a short timeline of what happened.
Should I contact the retailer or the courier first?
If you bought from a retailer, contact the retailer first. The courier may hold delivery evidence, but the retailer usually needs to investigate the delivery issue.
Do I need a delivery photo for a missing parcel claim?
A delivery photo can help, but it is not the only evidence. You should also save the tracking screenshot, timestamp, safe-place note, neighbour details, and any messages with the retailer.
What should I save if tracking says delivered but I have no parcel?
Save the delivered tracking screen, delivery photo, timestamp, courier name, any GPS or location data, safe-place or neighbour information, and a photo of your actual door or safe place if the courier photo looks wrong.
What evidence helps with a chargeback?
Your bank may ask for your order confirmation, payment proof, tracking evidence, messages with the retailer, proof that you tried to resolve the issue, and a clear explanation of what was not delivered.
Should I screenshot the tracking page?
Yes. Screenshot the full tracking page, including the tracking number, courier name, status, delivery timestamp and tracking history. Tracking pages can change after you raise a complaint.
What evidence should I save if the delivery photo is wrong?
Save the courier photo, then take your own comparison photo of your actual door, flat entrance, building entrance or safe place. Explain what does not match.
Should I keep packaging if an item is missing from a parcel?
Yes. Keep the parcel label, outer packaging, inner packaging, packing note and photos of what arrived. The retailer may need to check packing and parcel weight records.