Frequently Asked Questions

1. How does this work?

You tell us what went wrong with your parcel. We apply UK consumer rights rules to your situation and tell you who to contact, how to contact them, what to say, and when to escalate. You send the messages. We give you the playbook.

No guessing. No generic templates. Every step is matched to your specific case.

2. Is this legal advice?

No. We are not a law firm and we do not provide legal advice. We provide practical guidance based on UK consumer law (including the Consumer Rights Act 2015) and how retailers and couriers actually respond in the real world.

For complex legal matters, you should speak to a solicitor or Citizens Advice.

3. Do you guarantee I get a refund?

No honest service can guarantee a refund, and you should be cautious of any that does.

What we do guarantee is that you will follow the correct process, contact the right party, use the right wording, and escalate at the right moment. That's what gets refunds. Most people who fail to get refunded fail because they skip one of those steps.

4. Who should I contact first: the retailer or the courier?

Almost always the retailer.

Under the Consumer Rights Act 2015, your contract is with the retailer, not the courier. The retailer is legally responsible for the parcel until it is in your hands. Couriers will usually refuse to deal with you directly because you are not their customer; the retailer is.

Contacting the courier first is the single most common mistake we see.

5. Why can't you contact them for me?

Three reasons, and they all protect you:

1. The law works in your name. Your rights under the Consumer Rights Act belong to you, the buyer. Retailers must respond to the customer, and a third party emailing for you weakens your case.
2. No impersonation, ever. We will never pretend to be you, access your inbox, or send emails on your behalf. That would be dishonest and would put your claim at risk.
3. You keep control. You see every message, approve every step, and decide when to escalate.

We give you the exact words. You stay in charge.

6. What if my parcel is marked delivered but not received?

This is the most common issue we handle, and it has a very specific process:

1. Do not contact the courier first. They will tell you to speak to the retailer.
2. Write to the retailer citing the Consumer Rights Act 2015, which makes them liable until the parcel is in your possession.
3. Ask them to investigate with the courier (including GPS data and proof-of-delivery photo).
4. If they refuse or delay, escalate through the correct channel (chargeback or Section 75; see Q9).

"Marked delivered" is not legal proof of delivery. The retailer must prove you received it, not the other way around.

7. What evidence do I need?

The stronger your evidence, the faster the refund. Useful items include:

• Order confirmation (email or screenshot)
• Tracking page showing "delivered" status
• Proof-of-delivery photo from the courier (if any)
• Any chat or email replies from the retailer or courier
• A photo of your front door / delivery location (to compare with the courier's photo)
• The date, time, and reference numbers from every contact

You do not need a police report for most cases. We will tell you exactly what to gather for your specific situation.

8. What happens after I send the email?

Retailers usually respond within 3 to 14 days. We tell you:

• How long to wait before chasing
• What a "deadlock" reply looks like
• When the retailer's response means you've won
• When the response means it's time to escalate

If they stall, ignore you, or reject your claim incorrectly, we show you the next step, not a generic "try again" message.

9. When should I escalate to chargeback or Section 75?

Only after the retailer has had a fair chance to resolve it (usually 14 days) and has either refused, gone silent, or given a response that breaches your statutory rights.

• Chargeback: available on most debit and credit cards. Time-limited (usually 120 days).
• Section 75: available on credit card purchases between £100 and £30,000. Makes the card issuer jointly liable with the retailer.

Escalating too early gets your claim rejected. Escalating too late misses the deadline. Our tool tells you the right moment for your case.

10. Is my data safe?

Yes.

• Your data is stored on secure servers and encrypted in transit.
• We do not share your case with retailers or couriers. You do.
• We do not access your email inbox or connect to any mail service.
• We do not sell your data. Ever.
• You can request deletion at any time.

Full details are in our Privacy Policy.

11. What do I get when I pay?

A complete, case-specific action pack:

• A clear diagnosis of who is liable under UK law
• The correct party to contact first (retailer, courier, or card provider)
• Ready-to-send emails, quoting the correct legislation
• A call script if you need to phone
• An evidence checklist tailored to your case
• A step-by-step escalation timeline
• Guidance on chargeback and Section 75 when (and only when) they apply

No subscription. No hidden fees.

12. Why should I trust you?

Three reasons:

1. We're rules-based, not guesswork. Our guidance comes from UK consumer law and tested escalation patterns, not a chatbot making things up.
2. We're transparent about limits. We will tell you when you have a strong case, a weak case, or when you should stop pursuing it. We'd rather be honest than upsell you.
3. We never act as you. No inbox access, no impersonation, no contact with retailers or couriers on your behalf. Your claim stays clean and credible.

Most people lose their refund because they contact the wrong party, escalate at the wrong time, or turn up without evidence. We fix all three.

More on this on our Why Trust Us page.

13. What if it doesn't work?

Sometimes a retailer refuses even a clearly valid claim. When that happens, we show you the next legitimate step (chargeback, Section 75, the Financial Ombudsman, or Small Claims) at the right time and in the right order.

If our guidance was incorrect for your case, email info@getparcelrefund.com and we'll review it. We want to get this right.

Still stuck?

Email info@getparcelrefund.com and include your order details and what's gone wrong. We read every message.