Can I get a refund if DPD tracking has stopped updating?

If you bought from a retailer and the item has not arrived by the agreed date or within a reasonable time, you may be able to ask for a refund, replacement or redelivery. Save the tracking, order confirmation, delivery estimate and messages before escalating.

What evidence should I save if DPD tracking is not moving?

Save the DPD tracking screenshot, parcel number, postcode/order ID, last scan, delivery estimate, delivery slot, order confirmation, dispatch email, proof of payment, delivery address, DPD notifications and messages with the retailer or sender.

DPD Tracking Not Updating? What to Do if Your Parcel Is Stuck, Delayed or Not Moving

Q: What should I do if DPD tracking is not updating?

Save a screenshot of the DPD tracking page, note the parcel number, postcode/order ID, last status, delivery estimate and any one-hour delivery slot. If you bought from a retailer and the parcel is late or not moving, contact the retailer and ask them to investigate with DPD.

Q: Why is my DPD tracking not updating?

DPD tracking may not update because the parcel is waiting for the next scan, the retailer has created delivery details but DPD has not received the parcel yet, there is a delay in the tracking system, the parcel is at a depot, or there is a delivery complication.

Q: Does DPD tracking not updating mean my parcel is lost?

Not necessarily. DPD tracking can pause because of a normal scan delay or tracking-system delay. It becomes more concerning when there has been no new scan, the delivery estimate has passed, or the retailer cannot confirm where the parcel is.

Q: Who should I contact if DPD tracking is stuck?

If you bought from a retailer and the retailer arranged DPD delivery, contact the retailer first. The retailer should chase DPD and resolve the order with you. If you sent the parcel yourself, use DPD's parcel issue or claim route.

Updated 5 September 2026 by ParcelClaim Research Team | DPD tracking and delayed parcel guide

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DPD tracking not updating can mean different things. One of the most common messages is “We’ve received your order details, but have not yet received your parcel”. That usually means DPD has the electronic shipment details, but the parcel has not yet received the collection or depot scan that starts its physical tracking journey. Other problems include a tracking number not being recognised, a parcel being relabelled, a sortation-facility delay, a depot pause or live tracking that stops moving.

This guide is for UK buyers whose DPD parcel tracking is stuck, unchanged, not recognised, delayed, showing no movement, or not updating after dispatch. If DPD says the parcel has already been delivered but you do not have it, use our DPD delivered but not received guide instead.

Not sure which DPD problem applies? Visit the DPD parcel problems and refunds hub to choose the right guide for lost parcels, tracking problems, delivered-but-missing parcels, damage, delays, lost returns and doorstep theft.

Buyer route: If a retailer arranged the DPD delivery, contact the retailer first for a refund, replacement or redelivery. Citizens Advice says if a seller used a courier, the seller should chase the courier and it is not the buyer’s responsibility.

“We’ve received your order details, but have not yet received your parcel” — what does it mean?

If DPD tracking shows “We’ve received your order details, but have not yet received your parcel”, it normally means the sender or retailer has created the shipment information, but DPD has not yet recorded the physical parcel entering its network.

DPD Online says parcel tracking begins once the parcel is scanned on collection. If the driver scans it with a handheld terminal, tracking starts immediately; otherwise it may first show as collected when it is scanned at the local depot.

What to do:

check when the retailer says the order was dispatched;
give a very recently created label time to receive its first physical scan;
if the expected delivery date is approaching or has passed, ask the retailer whether the parcel was actually handed to DPD;
ask for proof of dispatch or handover if the status does not change;
if the retailer cannot confirm handover, treat it as a dispatch problem rather than assuming DPD has lost the parcel.

“We’ve received your order details, and we’re expecting your parcel shortly”

This is the same general stage of the journey: DPD has shipment information but the parcel has not yet generated the physical scan that shows it moving through the network. The important distinction is between label/order data being created and DPD physically receiving and scanning the parcel.

“Registered parcel data, parcel not dispatched yet” — what does it mean?

If you see wording such as “Registered parcel data, parcel not dispatched yet”, it usually indicates that the parcel data has been registered electronically but there is not yet a scan showing the parcel has entered the delivery network.

If the retailer insists the parcel was dispatched several days ago, ask for the date it was physically handed over and any collection or depot scan. A label being created on its own is not the same as the parcel moving through DPD.

DPD tracking not updating — what to check first

Use the official DPD tracking page. Enter the parcel number and delivery postcode or order ID.
Screenshot the status. Save the current message, parcel number, date and time.
Check whether DPD has actually received the parcel. A retailer may create a label before the parcel reaches DPD.
Check the delivery estimate or one-hour slot. Save any date, time window or “out for delivery” notification.
Check your retailer account. Retailer tracking can show dispatch details that DPD tracking does not make obvious.
Look for failed delivery, depot or delay messages. These can change the next step.
Contact the retailer if it is late. Ask them to investigate with DPD and confirm what happens if the parcel cannot be delivered.

Common DPD tracking problems and what they may mean

DPD tracking wording can vary, but these are the common problems people search for when a parcel is not moving.

DPD tracking issue	What it may mean	What to ask
“We’ve received your parcel details” but no movement	The retailer may have created the label, but DPD may not yet have the parcel or may not have scanned it into the network.	Ask the retailer whether the parcel was physically handed to DPD and when.
Tracking not recognised	The reference may be wrong, the postcode/order ID may not match, the tracking may not be active yet, or the wrong carrier link may have been sent.	Ask the retailer to confirm the parcel number, delivery postcode and carrier.
“Your parcel has been relabelled to continue its journey”	DPD has applied or replaced a label so the parcel can continue through the network. This does not automatically mean it is lost.	Watch for the next scan. If there is no further movement after the delivery estimate, ask the retailer to investigate.
“There’s a delay with your parcel at our sortation facility”	The parcel has encountered a delay while being processed through a sorting facility.	Save the status and ask for a revised delivery date if it remains unchanged or the expected date passes.
“Your parcel is travelling through the DPD network” / scanned out of hub	The parcel is moving between DPD locations. The next visible event may not appear until it reaches another hub or depot.	Normally wait for the next scan unless the delivery estimate has already passed.
No update for more than 24 hours / delivery overdue	The parcel may be waiting for a scan, delayed, stuck at a depot, or experiencing a tracking-system delay.	If the delivery is due or overdue, ask the retailer to check the full DPD record and confirm the latest location.
At depot but not moving	The parcel may be waiting for sorting, route allocation, redelivery, address checks, or the next scan.	Ask whether the parcel is still at the depot, delayed, misrouted or being returned.
Out for delivery but no delivery happens	The driver may not have completed the route, there may have been an access issue, or the parcel may return to the depot.	Save the one-hour slot and ask for the driver/route note or next delivery plan.
Delayed message	There may be a depot, vehicle, route, weather, staffing, address or network issue.	Ask for a revised delivery date and when the retailer will refund or replace if it is not delivered.

When does DPD tracking update?

DPD does not publish a rule saying every parcel must receive a new public tracking scan at a fixed number of hours. Updates appear when the parcel reaches a new scan point or a delivery event is recorded.

For parcels booked through DPD Online, DPD says tracking begins when the parcel is scanned on collection, or when it reaches the local depot if the collection driver does not scan it immediately. DPD Online’s current FAQ also says that if the parcel has received a scan within the last 24 hours, it may simply be waiting for its next movement; if there have been no updates for longer than 24 hours, DPD Online advises contacting them so they can look into it.

Retailer order? If a shop or retailer arranged the DPD delivery, you can still check DPD tracking, but your main escalation route is the retailer. Ask them to investigate the shipment with DPD and give you a delivery, replacement or refund outcome.

DPD tracking number not recognised or not working

If DPD says the tracking number is not recognised, not found or not working, first check that you are using the correct DPD tracking page and the exact parcel number supplied by the sender.

DPD Online says tracking requires a valid DPD reference number together with the delivery postcode or Order ID. A new shipment may also need its first collection or depot scan before meaningful tracking appears.

Check these before escalating:

copy the tracking number directly from the dispatch email rather than typing it manually;
check the delivery postcode matches the order;
confirm the retailer really used DPD rather than another courier;
ask the retailer for a corrected parcel number if the reference still fails;
if the order is already late, ask the retailer to investigate rather than waiting for the tracking page to fix itself.

Why DPD tracking might not update

A tracking gap does not always mean the parcel is lost. DPD Online’s current UK FAQ says that if a parcel has received a scan within the last 24 hours, it may simply start moving again shortly. For DPD Online parcels with no update for longer than 24 hours, it advises contacting DPD so the parcel can be investigated.

For a parcel bought from a retailer, use that timing as a warning sign rather than a guarantee that the parcel is lost. If the delivery estimate has passed or the tracking is clearly stuck, ask the retailer to investigate with DPD.

Usually less worrying

The delivery estimate has not passed
Tracking received a recent scan and the delivery estimate has not passed
The retailer recently created the label
You have a new delivery slot or delay notice
The parcel is moving between locations

More worrying signs

No tracking update for more than 24 hours and the parcel is already due or overdue
The delivery date has passed
The parcel is stuck at the same depot
DPD says the sender must investigate
The retailer cannot confirm where it is

If DPD says it has only received the parcel details

This status can be frustrating because it may look like DPD has the parcel when it only has electronic information. The retailer may have generated a label, but the parcel may not yet have been handed to DPD or scanned into the network.

Ask the retailer to confirm whether the parcel was physically handed to DPD, when that happened, and whether DPD has accepted it into the network. If the retailer cannot prove handover, your issue may be a dispatch problem rather than a DPD delivery problem.

Ask this:

Please confirm whether DPD has physically received the parcel or whether only the delivery details have been created. If DPD has not received it, please confirm when you will dispatch, replace or refund the order.

“Your parcel has been relabelled to continue its journey”

A relabelled status generally means DPD has needed to replace or apply a label so the parcel can continue through the network. On its own, that message is not proof the parcel is lost.

Save the status and wait for the next network scan. If the parcel remains on the relabelled message beyond the expected delivery date, ask the retailer to check whether the parcel is physically located and when it will move again.

“There’s a delay with your parcel at our sortation facility”

This message points to a delay while the parcel is being processed through a DPD sorting facility. It can be a temporary network delay, but it becomes more important if the same message remains after the expected delivery date.

Take a screenshot, note the date the status first appeared, and ask the retailer for a revised delivery date. If DPD cannot confirm onward movement, ask what the refund or replacement route will be.

DPD live tracking or driver not moving

Live map or driver tracking can pause, disappear or appear not to move even though the delivery itself has not been cancelled. Do not rely on the map alone. The more important evidence is the parcel’s official tracking status, the one-hour slot and whether DPD records a completed or attempted delivery.

If your one-hour slot passes and no parcel arrives, save a screenshot of the slot or live tracking if you have one. Ask the retailer whether DPD recorded a route issue, attempted delivery, access problem, depot return or revised delivery attempt.

If DPD tracking is stuck at depot

A DPD depot status can mean the parcel is waiting for sorting, a delivery route, an address check, a redelivery attempt or the next scan. A short pause may be normal, but several days at the same depot after the delivery estimate is a reason to escalate.

Ask the retailer to check the full DPD record and confirm whether the parcel is physically located, delayed, misrouted, damaged, awaiting redelivery, being returned to sender, or potentially missing.

If DPD was out for delivery but never arrived

DPD is known for one-hour delivery windows, so a missed “out for delivery” update is especially frustrating. Save the delivery slot, driver/update message, map or live-tracking screenshot if available, and any “sorry we missed you” or delay notification.

Ask the retailer whether DPD recorded an attempted delivery, access issue, address problem, driver note, photo, depot return or next delivery attempt. If DPD later marks the parcel as delivered but you do not have it, switch to our DPD delivered but not received guide.

Who should you contact — DPD or the retailer?

If you bought from a retailer, contact the retailer first. DPD’s UK help page has a parcel-issue route for damaged, missing or not-arrived parcels, but your refund or replacement for a retailer order normally comes from the retailer or seller, not from DPD directly.

Citizens Advice says the seller is responsible for making sure the item is delivered, and if the seller used a courier, the seller should chase the courier. That is why your message should ask the retailer to investigate with DPD and confirm the outcome for your order.

Ask the retailer to confirm:

the DPD parcel number;
the delivery postcode/order ID being used for tracking;
whether DPD has physically received the parcel;
the last DPD scan date, time and location;
whether there was a depot, route, address or delivery-attempt issue;
whether the parcel is delayed, misrouted, returned or missing;
the deadline for refund, replacement or redelivery.

Evidence to save when DPD tracking is stuck

Save the evidence before the tracking changes. A stuck DPD status can later become delivered, delayed, returned or unavailable.

Evidence	Why it helps
DPD tracking screenshot	Shows the status, parcel number, date and lack of movement.
Parcel number and postcode/order ID	Needed to check the DPD tracking record.
Delivery estimate or one-hour slot	Shows whether the promised delivery time has passed.
Order confirmation	Shows what was bought, the price, seller and delivery address.
Dispatch email	Shows when the retailer said the parcel was sent and which carrier was used.
DPD app/email/SMS notifications	May show delay, depot, driver, attempted delivery or delivery-slot details.
Retailer messages	Shows when you reported the issue and whether the retailer investigated properly.

For a wider list, use our missing parcel evidence checklist.

Short message to send if DPD tracking is not updating

Use this as a short first message to the retailer. Keep the full formal complaint for your paid letter generator.

Subject: DPD tracking not updating — order not received

Hello, my order has not arrived and the DPD tracking has not updated. The DPD parcel number is [parcel number]. The last status I can see is “[last status]” on [date], and the expected delivery date/time was [date/time].

Please check the full DPD record and confirm whether the parcel is delayed, still awaiting handover, stuck at depot, misrouted or missing. If it cannot be delivered, please confirm whether you will provide a refund, replacement or redelivery.

This is starter wording only. A stronger ParcelClaim letter should include your full timeline, screenshots, order value, evidence and previous replies.

If the retailer says “wait for DPD to update”

A short wait may be reasonable, especially if the parcel has only just been dispatched or the delivery estimate has not passed. But if the tracking has stopped updating, especially once the delivery estimate has passed, ask for a real investigation rather than an open-ended “wait longer” response.

Ask for a deadline:

Please confirm the latest date by which the parcel will either be delivered, replaced or refunded if DPD cannot locate it or confirm movement.

If the retailer refuses to help, use our refund refused for missing parcel guide.

If the retailer tells you to contact DPD yourself

You can use DPD tracking and support to check information, but if the retailer arranged the delivery, the retailer should not leave you to solve a courier problem alone. Ask the retailer to investigate with DPD and confirm the outcome for your order.

For this specific situation, use our retailer says contact the courier guide.

Can you get a refund if DPD tracking is not updating?

If you bought from a retailer and the goods have not arrived by the agreed delivery date or within a reasonable time, you may be able to ask the retailer for a refund, replacement or redelivery. Under section 29 of the Consumer Rights Act 2015, goods generally remain at the trader’s risk until they come into the consumer’s physical possession, unless the consumer arranged their own carrier outside the trader’s options.

If you sent the parcel yourself using DPD, the route is different. You may need to use DPD’s parcel issue or claim route, depending on the service, cover, terms and evidence.

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DPD tracking escalation checklist

Screenshot the DPD tracking page. Save the parcel number, status, date and time.
Check whether DPD has received the parcel. Do not confuse label creation with physical handover.
Check the delivery estimate. Save the promised date and any one-hour slot.
Contact the retailer. Ask for the full DPD record and a clear outcome.
Ask for a deadline. Delivery, replacement or refund should not remain open-ended.
Escalate if refused. Use a stronger written complaint, marketplace route, chargeback or Section 75 where relevant.

Common mistakes to avoid

Assuming label creation means DPD has the parcel. Ask whether DPD physically received it.
Not saving the one-hour delivery slot. This can be useful if the parcel fails to arrive.
Only chasing DPD when a retailer arranged delivery. The retailer should usually resolve the order with you.
Waiting too long without screenshots. Tracking statuses can change.
Accepting endless “wait longer” replies. Ask for a deadline and outcome.
Claiming it is definitely lost too early. Use careful wording unless DPD or the retailer has confirmed loss.

Useful official pages

These official pages can help you check the tracking and consumer route before escalating.

DPD tracking not updating FAQs

What does “We’ve received your order details, but have not yet received your parcel” mean?

It usually means DPD has the electronic shipment details but has not yet recorded the physical parcel entering its network. Ask the retailer when the parcel was actually handed to DPD if the status does not change.

What does “Registered parcel data, parcel not dispatched yet” mean?

It usually means the shipment data has been registered electronically but there is not yet a scan showing the parcel moving through DPD. If the order is late, ask the retailer for proof of physical handover.

When does DPD tracking update?

Updates appear when new parcel scans or delivery events are recorded. DPD Online says tracking begins when the parcel is scanned on collection, or at the local depot if it was not scanned by the collection driver.

What if my DPD tracking number is not recognised?

Check the parcel number, delivery postcode or Order ID and confirm the retailer actually used DPD. If the reference still does not work and the order is late, ask the retailer to provide the correct tracking details and investigate.

What does “Your parcel has been relabelled to continue its journey” mean?

It generally means a label has been replaced or applied so the parcel can continue through the DPD network. Watch for the next scan and escalate if there is no movement after the expected delivery date.

What does a delay at a DPD sortation facility mean?

It means the parcel has encountered a delay while being processed through a sorting facility. Save the status and ask for a revised delivery date if it remains unchanged or the delivery estimate passes.

What should I do if DPD tracking is not updating?

Screenshot the DPD tracking page, save the parcel number, postcode/order ID, last status and delivery estimate, then contact the retailer if the parcel is late or has not moved.

Why is my DPD tracking not updating?

It may be waiting for a scan, the retailer may have created the label before DPD received the parcel, the tracking system may be delayed, or the parcel may be delayed at a depot or on a delivery route.

Does DPD tracking not updating mean my parcel is lost?

Not always. A tracking pause can be temporary. It becomes more concerning when there has been no new scan, the delivery estimate has passed, or the retailer cannot confirm where the parcel is.

What does “we’ve received your parcel details” mean?

It may mean the retailer has created the delivery details, but DPD may not yet have physically received or scanned the parcel. Ask the retailer to confirm handover.

Who should I contact if DPD tracking is stuck?

If a retailer arranged DPD delivery, contact the retailer first. The retailer should investigate with DPD and resolve the order with you. If you sent the parcel yourself, use DPD’s parcel issue route.

Can I get a refund if DPD tracking stopped updating?

If you bought from a retailer and the goods have not arrived by the agreed date or within a reasonable time, you may be able to ask the retailer for a refund, replacement or redelivery.

What evidence should I save?

Save the DPD tracking screenshot, parcel number, postcode/order ID, last scan, delivery estimate, one-hour slot, order confirmation, dispatch email, proof of payment and retailer messages.

What if DPD was out for delivery but never arrived?

Save the out-for-delivery status and delivery slot. Ask the retailer whether DPD recorded an attempted delivery, route issue, depot return, driver note or next delivery attempt.