Online Order Not Delivered and No Refund

If an online order has not arrived, people often start by contacting the retailer directly to report the non-delivery. The retailer is generally responsible for the goods until they are received by the buyer or a nominated person. If the retailer claims the item was delivered but it was not received, the burden of proof typically rests with the retailer to show delivery was made. If the retailer refuses to help, options may include initiating a chargeback through the payment card provider, making a section 75 claim for credit card purchases over £100, or escalating the matter through a dispute resolution service.

Common situations include: the tracking shows delivered but the parcel was not received, the retailer blaming the courier and refusing to refund, the delivery window has passed with no update, items being left in an insecure location without consent, the retailer has gone into administration, and being told to claim on the courier's insurance directly.

The Consumer Rights Act 2015 (section 28) states that goods remain at the trader's risk until they come into the physical possession of the consumer or a person identified by the consumer. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide additional protections for distance purchases, including a 14-day cancellation right from receipt. Section 75 of the Consumer Credit Act 1974 provides a potential claim against credit card providers for goods costing between £100 and £30,000.

People in similar situations often consider: contacting the retailer in writing with a clear deadline for resolution, requesting a redelivery or full refund, initiating a chargeback through their bank or card provider, making a section 75 claim if paid by credit card, reporting the matter to Trading Standards, or pursuing the matter through the small claims court if other avenues are exhausted.

Common mistakes include: accepting the retailer's claim that it is a courier issue (the contract is with the retailer, not the courier), not keeping records of order confirmations and correspondence, waiting too long before raising the issue (chargebacks often have time limits of 120 days), not checking whether section 75 applies to the payment method used, and agreeing to a voucher or store credit when a cash refund may be available.