Parcel marked delivered but not received: complain to the right business
An Irish missing-delivery example with order records, delivery evidence and a clear request to the retailer rather than an endless courier loop.
By TBD · Sources checked · Republic of Ireland
If tracking says your parcel was delivered but you cannot find it, check the delivery address, photo and any safe place you agreed to. Then contact the seller with the order details and explain what you have checked. Keep a screenshot of the tracking page.
What you need to know
CCPC consumer guidance explains delivery obligations, including the agreed delivery date or the default period where none was agreed. Non-delivery remedies depend on the circumstances, including whether further time should be allowed. The delivery instructions and who arranged the carrier can matter, so a missing-parcel complaint should not promise an automatic refund.
Read the official sources below for the detail and current procedure.
Documents and details to keep
- Order confirmation, address supplied and promised delivery date.
- Tracking record, delivery image and any delivery instructions you authorised.
- Retailer correspondence and the results of sensible checks at the address.
What to do first
Ask the retailer to investigate and provide the evidence on which it says delivery was completed. Explain exactly what checks you have already made. Request its proposal for resolving the missing order. Preserve screenshots because tracking pages change. If the item was bought through a marketplace, identify the actual seller and check the marketplace’s separate dispute deadlines.
A fictional example
In this fictional example, a €180 desk lamp is marked delivered, but the photo shows an unfamiliar doorway. The customer did not agree to delivery to a neighbour. They send the seller the order address and photo and ask it to investigate. The example does not report a refund or establish who is responsible.
What you could write
Adapt only if accurate for your facts. This is not a court document or formal statutory notice.
The tracking record marks my order delivered, but the photograph does not show my address and I have not received it. I did not authorise an alternative delivery location. Please investigate the delivery evidence and confirm how you propose resolving the missing order.
How TBD can help
TBD can help you put the order details, tracking record and your request into one message. Leave out unrelated bank transactions and identity information when sharing documents.
If the first letter does not resolve it
If the retailer does not resolve the complaint, consider the applicable consumer route and ask your payment provider about any available dispute process promptly. Do not assume a chargeback is guaranteed or that a complaint pauses its time limits. Cross-border purchases may require a different route.