Amazon Says Delivered But Not Received? UK Refund Guide
Looking for a different Amazon delivery problem? Visit the Amazon parcel help hub for missing orders, delivered-but-not-received parcels, Amazon Logistics, late delivery, damaged parcels and doorstep theft.
The sooner you act, the sooner you can get your delivery dispute moving.
Claim a refund, replacement or redelivery, plus eligible delivery costs and possible compensation or goodwill.
Get your refund request moving now.
- Your order number, delivered status and the evidence you dispute.
- Wrong delivery photo, safe-place, neighbour or handover problems.
- A clear request for a refund, replacement or redelivery where appropriate.
- Marketplace Seller and escalation wording if the first response does not resolve it.
An Amazon order marked as delivered is not always the same as a parcel reaching you. The delivery photo may show the wrong door, the parcel may have been left in a place you did not choose, a neighbour may have received it, or the order may have been handled by Amazon Logistics, Royal Mail, Evri, DPD or another carrier.
This guide explains what to do if Amazon says delivered but nothing arrived, including Photo on Delivery, Amazon Logistics, Marketplace Seller orders, A-to-z Guarantee claims, one-time passcodes, safe places, neighbour delivery and refund refusals.
Amazon delivered but not received — what to check first
- Open Your Orders. Find the order and check the latest delivery status.
- Open Track package. Save the tracking status, delivery time, carrier and any delivery update.
- Check Photo on Delivery. If a photo is available, compare it with your actual door, flat entrance, porch, building entrance or safe place.
- Check safe places and neighbours. Look for safe-place wording, neighbour delivery notes, parcel lockers, reception, post rooms and mail areas.
- Check who sold and dispatched the item. The route may differ for items sold by Amazon, fulfilled by Amazon, or sold and dispatched by a Marketplace Seller.
- Contact Amazon or the seller in writing. Ask them to review the full delivery evidence, not just the delivered status.
- Amazon says to wait 48 hours after a delivered scan because a parcel can sometimes be scanned as delivered before it arrives.
- If the order was shipped by Amazon and is still missing after those checks, Amazon says to contact Customer Service within 30 days of the expected delivery date.
- If the order was sold and shipped by a third-party seller, contact that seller directly first.
For the wider legal route, start with our parcel marked delivered but not received guide. Before complaining, use our missing parcel evidence checklist so you save the right screenshots and messages.
How to check Amazon Photo on Delivery
Amazon says delivery photos, when available, can be viewed from Your Orders by selecting the order and choosing Track package.
Do not just check whether there is a photo. Check whether the photo actually proves delivery to your address. A photo is stronger if it shows your real door, flat number, house number, parcel locker, reception desk, porch or another feature that clearly matches your property.
Stronger Amazon photo proof
- Shows your door, flat or house number
- Matches your building entrance or reception
- Shows a safe place you selected
- Matches the delivery time and order
- Clearly links the parcel to your address
Weaker Amazon photo proof
- Wrong door, porch, hallway or flat entrance
- No house number or recognisable feature
- Communal hallway or shared lobby
- Parcel box or safe place you did not choose
- Photo is blurry, cropped or unclear
If the Amazon delivery photo does not match your house, flat entrance, hallway, porch, parcel box or safe place, use our delivery photo is not my house guide to challenge the photo evidence clearly.
Amazon Logistics vs Royal Mail, Evri, DPD or another carrier
Not every Amazon order is delivered in the same way. Some parcels are delivered by Amazon Logistics. Others may be handled by Royal Mail, Evri, DPD or another carrier. That matters because the available evidence may be different.
| Delivery route | What to check |
|---|---|
| Amazon Logistics | Photo on Delivery, delivery time, safe-place note, neighbour wording and driver delivery update. |
| Royal Mail | Tracking, proof of delivery, Safeplace, neighbour details, signature/name and delivery office updates. |
| Evri | Delivery photo, safe-place note, neighbour details, ParcelShop updates and location evidence where available. |
| DPD | Photo proof, delivery timestamp, one-hour window, pickup shop scans and GPS/location evidence where available. |
| Marketplace Seller carrier | Seller tracking, courier proof, delivery photo, signature or dispatch evidence. |
If your Amazon order was handled by another courier, you may also want our Royal Mail delivered but not received guide, Evri delivered but not received guide or DPD delivered but not received guide.
Amazon safe-place problems
Amazon parcels may be left in a porch, hallway, behind a gate, around bins, in a parcel box, with reception, near a garage or another location. The key question is whether that place was authorised, secure and actually connected to your address.
If the parcel was left somewhere you did not choose, say that clearly. If the photo shows a shared hallway, communal area, bin area or visible doorstep, explain why that does not prove the parcel reached you securely.
- What exact safe place was recorded?
- Did I choose or authorise that safe place?
- Does the photo show my actual property?
- Was the parcel visible from the street or a shared area?
- How does this prove the parcel was delivered to me?
For more detail, use our parcel left in safe place but missing guide.
Amazon says handed to resident or neighbour
If Amazon says the parcel was handed to a resident, receptionist, neighbour or another person, ask who accepted it and how that person links to your address.
A vague delivery note such as “handed to resident” is weaker than a named person, confirmed neighbour, building reception record or clear proof that someone you authorised accepted the parcel.
If the parcel was marked as delivered to a neighbour but you still do not have it, use our parcel delivered to neighbour but not received guide.
Sold by Amazon, fulfilled by Amazon, or Marketplace Seller?
Before escalating, check the order page to see who sold the item and who dispatched it. This affects the best route.
| Order type | Best first route |
|---|---|
| Sold by Amazon | Contact Amazon Customer Service and ask them to review the delivery evidence. |
| Sold by Marketplace Seller, fulfilled by Amazon | Start through Amazon order support and check whether Amazon handled fulfilment and delivery evidence. |
| Sold and dispatched by Marketplace Seller | Contact the seller through Amazon and check whether the A-to-z Guarantee process may apply if the issue is not resolved. |
Amazon A-to-z Guarantee and missing parcels
The Amazon A-to-z Guarantee is especially relevant where a Marketplace Seller both sold and dispatched the item. Amazon's current UK help says a non-receipt refund request can be eligible when the order is still within the A-to-z time limit, three days have passed since the latest estimated delivery date or confirmed delivery (whichever is sooner), and you contacted the Marketplace Seller but they did not respond within 48 hours or did not resolve the problem to your satisfaction.
Use Amazon's own A-to-z route before jumping straight to a bank dispute where it applies. Amazon also says that filing a chargeback can prevent an A-to-z Guarantee refund request, so keep the order page, seller messages, tracking evidence and any refusal before choosing the next escalation route.
- Order number and order page screenshot
- Seller name and dispatch details
- Tracking screenshot showing delivered status
- Delivery photo or proof of delivery
- Your comparison photo if the delivery photo is wrong
- Messages sent to Amazon or the seller
- Any refusal or final response
Don’t let a delivery scan be the end of it. The quicker you challenge the evidence, the quicker you can push for a refund, replacement or redelivery — including eligible delivery costs and possible compensation or goodwill where appropriate.
Get your letter in today!
Create My Refund Letter One-time £2.99 · Delivered-not-received pre-selected · Instant documentOne-time passcode delivery problems
Amazon says a One-Time Password (OTP) is required on delivery for some orders because of the value of the item. If your order used an OTP but you still did not receive the parcel, explain exactly what happened and ask Amazon to review the handover record.
State whether you personally gave the code to the driver, whether somebody else had access to it, or whether the order was marked delivered without the parcel being physically handed to you. Ask Amazon to review the delivery time, driver record and how the OTP was verified against the actual handover.
What to ask Amazon or the seller for
Your message should be specific. Ask Amazon or the Marketplace Seller to review the actual delivery evidence, not just the headline status.
- Amazon tracking history
- Photo on Delivery, if available
- Delivery timestamp
- Safe-place note
- Neighbour or handover details
- Carrier used for the order
- One-time passcode delivery record, if relevant
- How the evidence proves delivery to your address or someone you authorised
Simple Amazon complaint wording
You can start with wording like this:
Subject: Amazon order marked delivered but not received
Hello, my Amazon order is marked as delivered, but I have not received the parcel.
Please review the full delivery evidence, including the tracking history, Photo on Delivery if available, delivery timestamp, safe-place note, neighbour or handover details, carrier evidence, and one-time passcode delivery record if relevant.
The current evidence does not clearly prove that the parcel was delivered to my address, my authorised safe place, or someone I identified to receive it. Please confirm whether you will provide a refund, replacement or proper evidence of delivery.
This is starter wording only. If Amazon or the seller has already refused, use a stronger written response with your evidence attached.
Tracking says delivered but there’s no parcel? Challenge it now.
Don’t let a delivery scan be the end of it. The quicker you challenge the evidence, the quicker you can push for a refund, replacement or redelivery — including eligible delivery costs and possible compensation or goodwill where appropriate.
Get your letter in today!
Create My Refund LetterIf Amazon refuses a refund
If Amazon or the seller refuses to help, ask for the reason in writing. A refusal based only on “delivered” may still be challenged if the photo, safe-place note, neighbour detail, signature, passcode record or carrier evidence does not clearly prove delivery to you.
- If the photo is wrong: send your comparison photo and use the delivery-photo guide.
- If it was a safe-place issue: explain whether you authorised that location.
- If it was a neighbour or handover issue: ask who accepted it and how they link to your address.
- If it was a Marketplace Seller order: check whether Amazon’s A-to-z route applies.
- If Amazon still refuses: consider chargeback, Section 75 or other escalation depending on how you paid.
For escalation, read our refund refused for missing parcel guide, chargeback for missing parcel guide and Section 75 missing parcel guide.
Which Amazon issue matches your case?
Use the guide that matches the reason your Amazon parcel is missing:
Amazon delivered but not received FAQs
Amazon says delivered but I have not received it. What should I do?
Check Your Orders, the tracking page, delivery photo, safe-place details, neighbour details, mailbox, building reception and nearby delivery locations. If the parcel still cannot be found, contact Amazon or the Marketplace Seller in writing and ask for the delivery evidence to be reviewed.
How do I check Amazon Photo on Delivery?
Go to Your Orders, select the order, and choose Track package. If a delivery photo is available, check whether it shows your actual address, door, flat entrance, building, safe place or another recognisable feature.
What if the Amazon delivery photo is not my house?
Save the Amazon delivery photo and take your own comparison photo of your actual door, flat entrance, building entrance, porch or safe place. Ask Amazon or the seller to review whether the photo proves delivery to your address.
How long should I wait if Amazon says delivered but nothing arrived?
Amazon currently says to wait 48 hours because some parcels can be scanned as delivered before they arrive. Save the tracking page, delivery photo and timestamp now. If it is still missing after the checks, contact Amazon Customer Service for Amazon-shipped orders or the third-party seller where they sold and shipped it.
Does the Amazon A-to-z Guarantee cover missing parcels?
The A-to-z Guarantee may apply to eligible Marketplace Seller orders where the item was sold and dispatched by a Marketplace Seller and Amazon’s required conditions are met. Check the order details and Amazon’s A-to-z process before using bank escalation.
What if Amazon says the parcel was handed to a resident?
Ask who accepted the parcel and how that person links to your address. If you do not recognise the handover, explain that in writing and ask for the full delivery record.
Can I use chargeback if Amazon refuses a missing parcel refund?
You may be able to ask your bank about chargeback if Amazon or the seller refuses to resolve a missing parcel dispute. Keep the order details, tracking evidence, delivery photo, messages and refusal evidence.