Record the delivery facts
Save the order confirmation, delivery estimate, tracking page, courier update, delivery photo if any, and any message saying the parcel was lost or delayed.
Ask the retailer for a clear resolution
State whether you want the order delivered, replaced or refunded. Include the order number and the date by which you want a response.
Do not rely on screenshots alone
Screenshots help, but also keep email confirmations, tracking links, payment proof and any reference numbers so the complaint is easier to verify.
If the retailer says to contact the courier
Keep your reply focused on the order and the retailer relationship. If you paid by card and the problem remains unresolved, organise the evidence before asking your provider about possible routes.
Copy-paste starting wording
I am writing about order/reference [REFERENCE]. I paid [AMOUNT] on [DATE]. The issue is: [SHORT FACTUAL SUMMARY]. I have attached the evidence I hold, including [EVIDENCE LIST]. Please confirm by [DATE] how this will be resolved.
Only use wording that is true for your situation. Refund Kit helps turn your own facts into a fuller complaint pack.
Common questions
What evidence helps with a lost parcel complaint?
Order confirmation, payment proof, tracking, delivery estimates, courier messages and retailer contact history are usually useful.
Should I ask for a replacement or refund?
Choose the outcome that fits your situation and state it clearly. Refund Kit can help draft either route.
Can Refund Kit guarantee a refund?
No. It prepares documents and evidence checklists only; outcomes are never guaranteed.
Related Refund Kit guides
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