Order not delivered? Prepare a clearer refund complaint.

Start with the delivery timeline

Write down the order date, promised delivery date, tracking updates, missed delivery attempts, courier messages and every time you contacted the retailer. The retailer usually needs a simple timeline before it can investigate properly.

Refund Kit asks for the key facts and turns them into an organised complaint draft and evidence checklist.

Who should you contact first?

In many cases, your contract is with the retailer rather than the courier. Start with the retailer unless the retailer has clearly told you to speak to someone else. Keep proof of every message you send.

If you paid by debit or credit card and the retailer will not help, you may be able to ask your card provider what chargeback or Section 75 options apply.

Evidence that helps

Save the order confirmation, receipt, tracking page, courier photos, delivery messages, screenshots of your account page, and proof of payment. If the retailer says the parcel was delivered, ask for the delivery evidence they relied on.

Refund Kit includes a checklist and contact tracker so these details are not scattered across your inbox.

How the paid bundle helps

The paid bundle gives you a retailer complaint draft, a card-provider backup draft where relevant, a deadline tracker and PDF/DOCX files with Refund Kit branding.

Related Refund Kit guides

• Chargeback Evidence Checklist
• Refund Letter Template Uk
• Retailer Ignoring Refund Request