Published 2 April 2026
Quick Answer
If an Amazon order is missing, start in Your Orders and request a refund or report the item as not received. If the seller does not help, use Amazon's A-to-Z Guarantee, and keep Section 75 or chargeback in reserve if needed.
Amazon usually gives you the fastest route to a refund through Your Orders. Open the missing order, choose the relevant help option, and report that the item was not received. In many cases Amazon will either refund quickly or open a short investigation if the order was marked as delivered. For complaints specific to Amazon's own delivery network, see our Amazon Logistics delivery problems page.
Amazon's A-to-Z Guarantee is especially useful when the seller is a third party and the item never arrived. You can usually file a not-received claim within 90 days. Amazon checks with the seller and the delivery partner, and if the claim is upheld, you get a refund. It is one of the main reasons Amazon disputes are often easier to resolve than ordinary retailer disputes, including cases where a parcel is marked as delivered but not received.
The Consumer Rights Act 2015 still applies to Amazon orders. Section 29 makes the retailer responsible for delivery until the goods reach you. If the order was sold directly by Amazon, Amazon is the retailer. If it was sold by a marketplace seller, that seller is the retailer, although Amazon may still step in through the A-to-Z Guarantee. If you want the wider legal background, see Consumer Rights Act 2015 delivery rights.
Amazon Direct orders are usually simpler because Amazon handles both the order and the refund decision. Marketplace orders are slightly different because the seller is responsible first, but Amazon still offers buyer protection through the A-to-Z Guarantee. In practice, that means the route is different, but the goal is the same: refund or replacement for a missing order.
If Amazon or the seller refuses to resolve the issue, you can still escalate through your payment method. Section 75 may apply to credit card purchases over £100, chargeback may help on debit cards, and PayPal Buyer Protection may also be available. These routes matter most when Amazon's normal process stalls or the seller disputes the claim. If you want a cleaner action path, start with the missing parcel refund process.
For courier-specific help, compare Royal Mail compensation and Evri lost parcel claim, or use the full parcel refund process to generate the next steps for your case.
For Amazon Direct orders, refunds usually process within 3–5 business days. For third-party seller orders via A-to-Z Guarantee, allow up to 10 days as Amazon investigates. The refund is credited back to your original payment method.
Rarely. Amazon's A-to-Z Guarantee is buyer-friendly. Amazon will refuse only if evidence shows you received the item (e.g., you signed for it and confirmed receipt). If you genuinely didn't receive it, Amazon will refund.
If a third-party seller disputes your claim, Amazon will investigate further. Provide tracking evidence (screenshots of 'not received' status) and any other proof. Amazon sides with the buyer in most cases.
Yes, if you paid with a credit card and the item cost over £100. Section 75 of the Consumer Credit Act gives you equal protection. Your credit card company is as responsible as Amazon. You can claim from your card issuer if Amazon refuses.
You can, but don't do both simultaneously. Claim through A-to-Z Guarantee first (it's faster). If Amazon refuses, then claim through Section 75 or chargeback. Using both at once may cause confusion.