Who do I complain to if a shop arranged delivery?

Usually the retailer. Under the Consumer Rights Act 2015, goods the trader agreed to supply stay at the trader’s risk until they are in your physical possession, unless you arranged the carrier yourself.

Who do I complain to if I paid the courier?

The courier, using the claim route and time limit that courier publishes. This site quotes a deadline only when an official page states it. Otherwise it says to check with the courier.

Do you write Section 75 or chargeback letters?

No. Those topics are free general information. We do not sell a letter for them and we do not say whether they apply to your payment.

Parcel late or lost?

Answer two questions. The next step depends on whether the retailer arranged delivery or you paid the courier yourself.

Track All Parcels publishes general information and template letters you send yourself. It is not legal advice and it is not a claims management company. We do not contact couriers, retailers or banks for you, and we do not make claims for you.

What happened?

Parcel is lateParcel appears lostParcel arrived damagedMarked delivered, but not received

Who did you contract with?

A retailer or seller arranged deliveryYou paid a shop for the goods. They booked the courier.I paid the courierYou bought the label from the courier’s own site or a Post Office counter in your name.A marketplace or postage brokerYou paid eBay, a marketplace seller, or a postage site such as Parcel2Go.I’m not sureWe’ll point you at the payment on your bank statement.

Courier, if you know it

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Common questions

Who do I complain to if a shop arranged delivery?: Usually the retailer. Under the Consumer Rights Act 2015, goods the trader agreed to supply stay at the trader’s risk until they are in your physical possession, unless you arranged the carrier yourself.
Who do I complain to if I paid the courier?: The courier, using the claim route and time limit that courier publishes. This site quotes a deadline only when an official page states it. Otherwise it says to check with the courier.
Do you write Section 75 or chargeback letters?: No. Those topics are free general information. We do not sell a letter for them and we do not say whether they apply to your payment.