When missing parcels lead to debt collector threats: what you should know

‘Porch pirates’ aren’t the only problem facing online shoppers. Some retailers are now threatening customers with court action after they pursue card chargebacks for items that never arrived.

According to reports first published in the Telegraph, several Sports Direct customers who had parcels stolen from their doorsteps were later accused of fraud for claiming their money back through their banks.

Despite reporting the missing parcels to Frasers Group, the company behind Sports Direct, shoppers were denied refunds or replacements, and in some cases, chased by debt collectors.

Under the Consumer Rights Act, retailers must refund or replace items that go missing before they reach the customer.

However, letters seen by the Telegraph show that customers’ details were passed to a crime intelligence agency, which told them they had to pay hundreds of pounds, often more than the value of the original items, to avoid a County Court trial. One shopper said they paid over £2,000 to stop a court case from proceeding.

This raises an important question: what are your rights when a parcel never turns up?

Your rights when a parcel goes missing

Chargeback

If a retailer refuses a refund for an item you didn’t receive, you can ask your bank to start a chargeback, forcing the payment back into your account.

Section 75 protection

If you paid by credit card (over £100 and under £30,000), you may also be protected under Section 75 of the Consumer Credit Act 1974, giving you a legal right to a refund.

These protections exist to stop shoppers being left out of pocket, but banks may ask for proof that the item never arrived.

The retailer is responsible

Legally, it’s the retailer, not the courier, who must ensure your order arrives on time and in good condition. If it’s late, damaged, or missing, you can request a refund or replacement.

What to do if your parcel never arrives

The seller says it was delivered, but it wasn’t

• Check your property: porches, sheds, safe places and with neighbours.
• Ask for proof: request tracking details and any delivery photo or signature.
• Raise a dispute: escalate through the retailer’s complaints process.
• Use chargeback if the retailer won’t resolve the issue.
• Seek further help from Citizens Advice if needed.

Your parcel is delayed

• Contact the retailer, not the courier.
• Request a refund if the promised delivery date is missed.
• Keep evidence: screenshot delivery estimates when you order.

Your parcel arrives damaged

• Contact the retailer immediately.
• Take clear photos of all damage and the packaging.
• Ask for a refund or replacement, you don’t have to accept a repair.

Get further help

If the issue still isn’t resolved, contact Citizens Advice for guidance on your next steps.

Tips for a more seamless Christmas delivery

• Screenshot everything: delivery dates, order confirmations and tracking numbers.
• Photograph damage immediately from all angles and keep the packaging.
• Choose tracked delivery for valuable items to ensure proof of dispatch and delivery.
• Avoid ‘safe place’ delivery if possible, as items left unattended can complicate claims.
• Be cautious about neighbour deliveries, as disputes are harder to resolve later.
• Complain to the retailer, not the courier, it’s the retailer’s job to fix delivery problems.
• Keep all communication in writing, so you have a clear record.
• Order early to reduce the chance of delays during peak periods.
• Check retailer reviews before purchasing, especially for Christmas gifts.