Parcel not delivered or lost complaint letter

When you buy something online, the seller is usually responsible until the parcel reaches you. That means the seller, not you, has to sort it out with the courier.

About you

Your full name

Your email

Your postal address

The company and your case

Company name

Order number

Tracking number

Date it happened

Amount you're claiming (€)

What happened and what you want

Describe what happened

One or two short paragraphs is enough.

What you want them to do

Optional parts Mention your rightsPoints out that the seller carries the risk until you receive the parcel. Set a reply deadlineAsks for a written answer by a specific date.

Deadline

Say what you'll do if it isn't resolvedFor example, asking your card provider to reverse the payment.

Your letter is created in your browser. Nothing you type is sent to plaint or stored anywhere.

Who to complain to

If you bought it online: complain to the seller first. In the EU, the risk of loss stays with the seller until you receive the goods.
If you sent the parcel yourself: complain to the courier, quoting the tracking number and any insurance you paid for.

Before you write

Check with neighbours, your building's reception and any safe-place instructions you gave.
Screenshot the tracking page, including any delivery photo or GPS details.

Questions people ask

The tracking says delivered. Can the seller refuse to refund me?

A 'delivered' status is not proof that you received the parcel. Ask the seller for proof of delivery, such as a signature or photo, and point out that the risk stays with them until you receive the goods.

How long should I wait before complaining?

Contact the seller as soon as the expected delivery date has passed. Couriers often run their own investigation, which can take a few days.

Can I ask my bank to reverse the payment?

If the seller doesn't respond, you can often ask your card provider for a chargeback. Your complaint letter is useful evidence that you tried to resolve it first.

This template and guide are general information, not legal advice. Rules differ between countries. For large amounts or complex cases, talk to a consumer organisation or a lawyer.