Courier left my parcel outside and it went missing — can I use Section 75?

Summary

Couriers are a bit like Russian roulette, you never know which one will deliver or drive you crazy. If you order online in England and a courier left the parcel somewhere you did not agree to, and it went missing (not delivered), the seller is usually the first door for your grievances and certainly not the police. Card routes (Section 75 on credit / chargeback on debit) sit beside that. This page points to free, official guidance so you can choose the right door.

Key information

• Under the Consumer Rights Act 2015, if you buy from a business for delivery, the seller is generally responsible for getting the goods to you (or to an agreed alternative place).
• If the parcel was left outside / with a neighbour without your agreement (aaahemm fine print… and you did not accept “safe place” terms), Citizens Advice says you can usually ask the seller for redelivery. A full refund is more likely where an essential delivery date was missed, or a second delivery chance also failed — not automatic on the first miss.
• Section 75 (Consumer Credit Act) can apply when you paid by credit card for a single item costing more than £100 and not more than £30,000, bought directly from the trader, not usually via marketplaces/wallets. Limits are per item, not the basket total. Ask your card issuer in writing for a Section 75 claim.
• (Buy now Pay Later / Klarna) BNPL: If you bought with buy-now-pay-later before 15 July 2026, Citizens Advice says you cannot start a Section 75 claim that way — use the BNPL provider’s dispute process and/or chargeback instead.
• If Section 75 does not apply (e.g. debit card, charge card, marketplace purchase, or BNPL cut-off), ask for chargeback instead.
• If the card provider still refuses after their process, the Financial Ombudsman Service can look at complaints about how the card firm handled your claim (or after 8 weeks with no final response). Pure chargeback after a failed scheme appeal sometimes ends there.
• Reporting theft to the police may support a compensation/complaint trail, but it does not replace the seller / card routes.

Practical guidance

• Seller — redelivery or refund; keep proof of delivery photo and that you did not agree a “safe place” (parcel left outside).
• Card provider — Section 75 (credit) and/or chargeback (debit / fallback). Write to the issuer, not only chat.
• Citizens Advice — free consumer guidance and template language (England helpline 0800 144 8848).
• Financial Ombudsman Service — if the card firm’s final response is unfair (or after 8 weeks).
• Police report — optional evidence if the item was stolen; not the main refund path unless your card firm needs a crime reference.
• Trading Standards (via Citizens Advice consumer service) — if the seller won’t engage or there is a pattern of bad practice.
• Ask the Shaman — matching pack for free help and SRA-verified firms (signposting only).

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