KIBBO · DELIVERY & PARCELS
6 templates, 3 generators, 6 free checklists, 6 directory sections, and 27 guides — covering the US, UK, EU, and Australia, all indexed here.
The two situations most people land on this page for — go straight to the right sequence.
It hasn't arrived
It says "delivered"
Every generator, template and checklist Kibbo has built for delivery and parcel problems, grouped by what it actually does.
Answer a few questions, get a formal letter — to the seller, the carrier, or over a customs charge.
A demand letter to the seller or vendor — not the carrier — for a lost parcel, a damaged parcel, or a delivery that arrived significantly late. One generator, whichever went wrong.
A formal complaint addressed directly to the carrier or courier — UK, US, Australia, or elsewhere — for a lost, damaged, delayed, or misdelivered parcel.
Dispute an incorrect customs duty, import VAT, or handling fee — request a recalculation and refund of the difference.
Paid, downloadable — for building the evidence a claim, chargeback, or dispute actually needs.
All 6 Delivery & Parcels templates in one download.
How to Use guidance on declared value, Shipment Details, separate Loss and Damage sections, a Required Documents Checklist, and a Claim Submission Tracker. PDF + Excel.
Case Overview, Tracking Evidence Log, Physical Evidence Checklist, Communication Log, and Case Reference Numbers — built to support both a direct claim and a later chargeback. PDF + Excel.
Purchase & Parties Details, an Applicable Rules guide (ECC-Net vs. ADR vs. neither), an Evidence Checklist, and a Complaint Routing Tracker. PDF + Word.
Delivery Details, a Verification Checklist to rule out misdelivery, a Police Report tracker, a Seller vs. Carrier claim routing table, and Prevention Notes. PDF + Excel.
Claimed Attempt Details, a Contradicting Evidence Checklist, an Attempt History table for recurring issues, and an Escalation tracker. PDF + Excel.
Charges Breakdown with automatic billed-vs-expected calculation, Shipment & Declaration Details, an Evidence Checklist, and a Dispute Tracker. Excel only.
Free, interactive — what to check before you declare something lost, dispute a charge, or escalate a complaint.
Before you escalate a parcel complaint to an ombudsman — prerequisites, distinguishing a carrier dispute from a retailer dispute, and what evidence to prepare.
ChecklistWhat makes a customs, import VAT, or handling fee legitimate — and what to check before you pay or dispute a surprise charge.
ChecklistConfirm a parcel is genuinely lost before you declare it — tracking history, waiting periods, customs holds, and what to rule out first.
ChecklistProtect yourself when sending a return — proof of drop-off, tracking to delivery, and what to do if the seller claims they never received it.
ChecklistSignature-on-delivery, insurance limits, inspecting on arrival, and what to document before and after an expensive delivery.
ChecklistPickup codes, missed pickup windows, and what to do if a locker or store shows "collected" but you never picked it up.
Real questions about lost, damaged, late, and undelivered parcels — answered with the exact US and UK law that applies. See all Questions →
A quick preview of what's in each section of the full Delivery & Parcels directory — expand a section or click through to see every entry.
Organized by carrier, not by country — the direct complaint or claims link for each major carrier operating in the UK, US, or Australia: Royal Mail, Evri, DPD, DHL, UPS, FedEx, USPS, Australia Post.
See all Carrier Complaint Directory →Where to escalate once the carrier's own complaints process hasn't resolved it — a genuinely independent ombudsman, distinct from the carrier's own customer service: POSTRS (UK), the Postal Industry Ombudsman (Australia), and why there's no direct US equivalent for individual disputes.
See all Postal Ombudsman Directory →The general consumer protection regulator in each region — broader than parcel disputes specifically, but the right body once a delivery dispute becomes a wider consumer-rights issue: FTC (US), ACCC (Australia), Citizens Advice and Trading Standards (UK), ECC-Net (EU).
See all Consumer Authorities →Verify what the carrier told you independently — these are tracking lookups, not a price or service comparison tool: 17TRACK, ParcelsApp.
See all Package Tracking Directory →The official body governing customs duty, import VAT, and tariffs in each region — the actual authority behind a disputed import charge: CBP (US), HMRC (UK), the EU Taxation and Customs Union, the Australian Border Force.
See all Customs Authorities Directory →The specific dispute process runs through your own card issuer or bank — but the underlying rules and eligible reasons for a dispute are set at the network level, which is why these network-level pages are the stable reference point: Visa, Mastercard, American Express, PayPal.
See all Payment Dispute Resources →27 in-depth guides — kept separate by jurisdiction, never merged, since delivery and parcel law differs sharply by region.
If a seller can't ship within the time they promised — or 30 days by default — and you never explicitly agreed to wait longer, they're required to cancel your order and refund you automatically.
A package stolen off your porch feels like your problem. Legally, whether it actually is often turns on a distinction buried in the Uniform Commercial Code most sellers never mention.
Mail theft carried by USPS is a federal felony, investigated by its own dedicated federal agency — and the report it produces carries legal weight a merchant's "delivered" denial doesn't easily survive.
The Fair Credit Billing Act gives you a formal dispute right against your card issuer directly — with the burden of proof on the merchant, not you.
Every major carrier includes $100 of default liability at no extra charge — but the claim windows, exclusions, and whether porch piracy is covered at all vary more than that matching figure suggests.
A retailer pointing you toward the courier because tracking says "delivered" is skipping a step UK law doesn't allow: goods stay legally at the seller's risk until you — or someone you nominated — physically have them.
A courier choosing where to leave your parcel — instead of you choosing — usually means the retailer, not you, remains legally responsible if it goes missing.
Standard post caps at £20, Tracked 24/48 at £100, and Special Delivery Guaranteed up to £2,500 — but each has a different claims window, and missing it means no claim at all.
For purchases over £100 on a credit card, Section 75 makes your card issuer equally liable by law. Below that, or on a debit card, chargeback is a different, non-statutory route.
POSTRS only handles disputes where you personally contracted with the courier — if you're complaining about an online order that never arrived, it's the wrong body entirely.
"Contact the courier" is the most repeated deflection in UK online retail — and it's wrong every time. If your order hasn't arrived, your legal relationship is with the seller, full stop.
Send a £300 item by standard 2nd Class and lose it, and your compensation is £20. The deadlines, the caps by service, and exactly what you need to claim from Royal Mail.
Tracking says "delivered" but you never got it. If you ordered from a shop, the retailer — not Evri — is responsible under Section 29. The Denial of Receipt process explained.
For a retailer order shipped by DPD, the retailer owes you a refund under Section 29 — regardless of DPD's compensation cap. Why you should contact the retailer, not DPD.
Article 18 of the Consumer Rights Directive gives sellers 30 days by default — but if delivery was time-critical or the seller already refused, you don't have to grant extra time at all.
Risk of loss stays with the seller across the EU until you or someone you specifically designated has physical possession — a photo of a doorstep drop doesn't change that.
If a seller never told you upfront that you'd cover return shipping, they're the ones who owe it — and they can hold your refund only under specific conditions, not indefinitely.
If your order was under €150 and the seller was IOSS-registered, VAT should already be paid — a courier's surprise handling fee on top of that may not hold up.
When a seller in another EU country won't resolve a delivery dispute, ECC-Net can mediate on your behalf for free — the old ODR platform is gone, so this is the current route.
No specific deadline in your order confirmation? The ACL still requires delivery within a reasonable time — and if the delay is bad enough, you're entitled to a cash refund, not store credit.
If you never opted into Safe Drop and a courier left your parcel unattended anyway, the retailer — not you — carries the risk if it's stolen.
Standard cover included with Australia Post services tops out at $100 — and even paid Extra Cover claims are commonly rejected over packaging and missing proof of value.
A chargeback for "goods not received" isn't automatic — banks want a specific evidence package before they'll reverse the charge, and there's a real deadline.
The PIO only investigates disputes where you personally sent something through Australia Post or a registered operator — an undelivered online order goes to the retailer under the ACL instead.
Your international DHL shipment stopped updating, or arrived crushed. Before you assume DHL refunds what the item was worth, here's how their payout is actually calculated — capped by weight, not value.
Tracking says "Delivered." Your porch says otherwise. What UPS actually pays by default ($100, not your item's value), and how much harder a claim becomes once a delivery scan is recorded.
An illegible signature or a "Delivered" status with nothing on your doorstep feels easy to dispute. How strictly FedEx interprets a delivery scan — and what its $100 default actually covers.