Lost in transit liability in the UK: who pays when a parcel never arrives

A customer wants a refund for a parcel that has said "in transit" for three weeks, and the courier has stopped replying. Who pays? This guide shows where UK law puts the cost and how to stop it becoming a chargeback.

Lost in transit liability in the UK sits with you, the seller, because your contract is with the customer, not the courier. Under the Consumer Rights Act 2015 the goods stay at your risk until the buyer has them. You owe a refund or a re-send, and you can then claim from the courier.

This guide is for you if:

• A customer says a parcel never arrived, and the tracking has stopped moving or shows nothing.
• You are unsure whether to refund, reship or tell the customer to chase the courier.
• You want to claim courier compensation, or you want to avoid paying for losses you could prevent.

Last updated: 9 October 2026. Written by the ChargeFix team.

The 30-second answer (TL;DR)

• Lost in transit liability is normally yours. Citizens Advice tells buyers it is the seller's responsibility to make sure the item is delivered, and that the seller should chase the courier.
• Section 29 of the Consumer Rights Act 2015 keeps goods at your risk until the buyer, or a person they named, has physical possession.
• If no delivery date was agreed, section 28 says you must deliver promptly and in any event within 30 days. After that, the buyer can end the contract and you must reimburse all payments without undue delay.
• A customer can ask for redelivery or a refund. Citizens Advice says a refund applies where a delivery date was essential and missed, or where delivery has failed twice.
• Courier compensation for a lost in transit loss is a separate claim under your own contract, and many couriers cap what they pay.
• You cannot refund an open chargeback. A full refund during an inquiry ends it, but a partial refund does not.

From shipped to lost: how a missing parcel becomes a dispute

Step	What happens	Your job
1. Dispatch	The courier collects the parcel	Keep the receipt, label and tracking number
2. Silence	Tracking stalls, or shows nothing for days	Chase the courier in writing, set a date
3. Complaint	The customer asks where it is	Reply the same day, give a plan
4. Remedy	You refund or re-send	Record it and tell the customer in writing
5. Dispute	A customer you have not satisfied asks their bank for the money	Note the due date at once
6. Claim	You claim compensation from the courier	Use the courier's own claim route

Who has lost in transit liability under UK law?

You do. When you sell to a consumer, your contract is with the buyer, so you are responsible for getting the goods to them. If the courier loses the parcel, the customer is entitled to look to you for a remedy, and your remedy against the courier is a separate matter.

The consumer guides say the same thing. Citizens Advice says that for a business sale, it is the seller's responsibility to make sure the item is delivered. If a courier is involved, the buyer should not be passed to them: the seller should chase the courier, and it is not the buyer's responsibility. A Which? guide on parcels says the contract is with the retailer, so consumers should complain to the retailer rather than the courier. Money to the Masses makes the same point and adds that the courier is the right contact only where the buyer is the sender, or the complaint is about the delivery process itself.

That is the core of lost in transit liability for a UK seller, and it is why a message such as "please contact Evri, it is their fault" tends to backfire. It may be true that the courier lost the parcel. It does not change who the customer is entitled to ask. It also looks poor in front of a bank reviewer, who expects the merchant to try to resolve things first.

Who	What they owe	Why
Seller to buyer	Delivery, or a refund or re-send	The sale contract is with the seller
Courier to seller	Whatever the courier contract and its terms say	The courier is the seller's supplier
Courier to buyer	Usually nothing directly	The buyer has no contract with the courier
Buyer's card issuer	A chargeback review if asked	Card scheme rules, separate from the law

Marketplaces can differ. One consumer article notes that for purchases from private sellers, the Consumer Rights Act does not apply in the same way and platform protection policies may apply instead. This guide is about trade sales to UK consumers from your own Shopify store.

Put simply, lost in transit liability follows the contract.

This is general information, not legal advice. If the amounts are large, speak to a solicitor or your trade body.

Does the Consumer Rights Act 2015 settle lost in transit liability?

The Consumer Rights Act 2015 settles most of it, because it sets two rules that matter for lost in transit liability. Section 28 covers when goods must arrive. Section 29 covers who carries the risk until they do. Together they say that a trader selling to a consumer must deliver within the time agreed, or within 30 days if none was agreed, and that lost in transit risk stays with the trader until the buyer has the goods.

The Act does not name couriers, and it does not list the steps for a lost parcel. It sets the principle, and consumer guides turn that into practice. People often ask whether a clause in your terms can pass lost in transit liability to the courier as far as the buyer is concerned. The safe answer is no. A clause saying the seller is not responsible once the parcel leaves the warehouse is the kind of arrangement section 29 is written to prevent for consumer sales. I am not a lawyer, and this is general information, so take advice if your terms try to do this.

The practical effect for a Shopify store is simple. Your delivery promise is yours to keep. If the courier fails, lost in transit liability stays with you, and the Consumer Rights Act 2015 gives the customer a route to redelivery or a refund. What you control is how quickly and gracefully you act.

When does lost in transit risk pass to the customer?

Risk passes when the goods come into the physical possession of the consumer or a person the consumer identified to take possession. That is the wording of section 29 of the Consumer Rights Act 2015. The exception is a carrier chosen by the buyer, where the seller did not offer that carrier.

So for the whole time a parcel is with your courier, lost in transit risk remains with you. Until the buyer has it, lost in transit risk is yours. The moment the courier hands it to the buyer, or to a neighbour or spot the buyer named, the risk moves. Before that moment, a lost parcel is your loss.

Situation	Where the risk sits (general information)
Parcel with your courier, not yet delivered	Seller
Parcel lost at a depot or on a van	Seller
Parcel left in a spot the buyer never named, then lost	Seller
Parcel left at a spot or with a person the buyer named, then lost	Likely the buyer, depending on the facts
Buyer chose their own carrier, which you did not offer	The buyer, once handed to that carrier
Parcel in the buyer's physical possession	The buyer

Delivery to the wrong address is a related case. If the courier took the goods to the wrong house, the buyer has not taken possession, so the loss stays with you. For the version where the courier says it was delivered, read the guide on safe place delivery liability.

What can a customer demand under the Consumer Rights Act 2015?

A customer can ask for redelivery, and where the delivery date was essential or the parcel is not delivered within the legal limits, they can end the contract and get everything back. Citizens Advice says a buyer can ask the seller to redeliver, and that a refund applies in specific cases.

Citizens Advice sets out the main points for buyers:

• Redelivery: the buyer can ask the seller to redeliver where the item has not arrived within a reasonable time, which it describes as usually within 30 days.
• Cancelling: the buyer can cancel if the item does not arrive within 30 days of buying, or on a date agreed with the seller, or on the date of an agreed second delivery.
• Essential dates: a delivery date is essential if the buyer told the seller they needed it by a specific date.
• Refund method: the buyer should say how they want to be repaid, for example into a bank account.

Section 28 of the Act is the legal basis. If no delivery time was agreed, you must deliver promptly and in any event not more than 30 days after the day the contract was made. If delivery is late, the buyer may treat the contract as ended where you refused to deliver, or where timely delivery was essential. In other cases, the buyer may set a reasonable extra period, and if the goods still do not arrive, end the contract. When the contract ends that way, you must "without undue delay" reimburse all payments made under it.

How you handle that request decides whether it becomes a lost in transit dispute.

Notice the last phrase: all payments. That includes the delivery charge the customer paid, not only the price of the goods.

Customer position	What the buyer can do	Source
No date agreed, 30 days not passed	Ask where it is, ask for redelivery	Section 28 and Citizens Advice
No date agreed, 30 days passed	Set a reasonable extra period or end the contract	Section 28
Date was essential and missed	End the contract and get a full refund	Section 28 and Citizens Advice
Second delivery attempt failed	Refund, per Citizens Advice	Citizens Advice
Seller refuses to deliver	Treat the contract as ended	Section 28

Illustration: a lost parcel timeline. A customer orders on Monday 2 November 2026, with no delivery date agreed. The 30 day limit runs to Wednesday 2 December 2026. If the parcel has not arrived by then, the buyer can set a reasonable extra period or end the contract. If you refund promptly, there is nothing left to dispute. If you ignore the message, the customer's next step is often their bank. A lost in transit claim at this stage is often settled by one honest message.

How long before a parcel counts as lost?

The law gives you a 30 day outer limit where no date was agreed, but it does not say when a parcel counts as lost. None of the sources I reviewed set a number of days for that, so choose your own rule and apply it consistently. Many sellers act well before the 30 days are up. A fixed internal rule keeps lost in transit liability from depending on who happens to answer the email.

A sensible rule is based on how a lost parcel looks in tracking. If the courier shows no movement for several working days, treat the parcel as at risk, open a trace and tell the customer. If the trace comes back as lost, refund or reship immediately rather than waiting for the limit. The customer did not agree to a 30 day wait, and a bank reviewer will not be impressed by one either.

Here is a rule you could adapt:

Days with no tracking movement	Action
3 working days	Message the customer, open a courier trace
5 working days	Offer a reship or refund, whichever the customer prefers
Courier confirms lost	Refund or reship the same day, then claim from the courier
30 days since order with no delivery	Treat as failed delivery. Refund unless the customer wants to wait

These numbers are a suggestion, not a legal requirement. Change them to fit your courier service levels and your customers' expectations.

Can you claim courier compensation for a lost parcel?

Often yes, if you booked the courier yourself, but the amount is usually capped by the courier's terms. A guide to suing couriers says that if you booked and paid the courier, your contract is with the courier, and that a compensation cap binds you only if it was clearly brought to your attention and is fair.

Courier compensation is usually capped, so this is where lost in transit liability becomes a business decision. Your liability to the customer is immediate, and courier compensation arrives later, if at all. The customer's refund comes from you straight away. Your own recovery comes later and may be partial. Your contract with the courier decides how much, so read it before you choose a service.

What to check in the courier's terms before you ship valuable goods:

Check	Why it matters
The compensation cap per parcel	Tells you the most you can recover
What the cap includes	Whether it covers goods value, postage or both
Extra cover and its price	Lets you compare cost against the risk
The claim time limit	Many claims must be made quickly. I could not verify any courier's limit
The proof the courier wants	Usually proof of posting, value and contents
Excluded items	Some goods are not covered at all

I could not verify the claim time limits for any specific courier, so check each one's current terms rather than relying on a general figure.

When you claim, write it up like a small file. Include the tracking number, dispatch date, the destination, the declared value, proof of the value and the date the customer reported it missing.

Subject: Compensation claim, tracking number [number]

Hello,

I am claiming for a parcel sent on [date] to [postcode] under tracking
number [number], booked under account [reference].

Status: [not delivered / lost in transit / stuck at [depot] since [date]]
Value: £[goods] goods plus £[postage] postage, total £[amount]
Proof attached: order confirmation, invoice, proof of postage, tracking history

Please confirm receipt of this claim and the next steps, and tell me the
decision date.

Thank you,
[Name], [store], [account or reference]

If you use a service that lets customers book returns or collections through your account, check who the courier treats as the sender. Money to the Masses notes the courier is the right contact where you are the sender or run a business that ships goods. That is you.

What happens if the customer disputes a parcel lost in transit?

Shopify groups this under product not received disputes. Its examples include a delayed or lost shipment, a package marked delivered but not received and digital goods that could not be accessed. The evidence it asks for is tracking information, proof of delivery, address verification and delivery notifications.

A lost in transit dispute is hard to win when the tracking shows no delivery scan. A lost parcel makes this hard, because the evidence you would normally rely on does not exist. If the tracking shows the parcel stalled at a depot, you have no proof of delivery to show. A response in that case is weak, and the most honest advice is that a refund or reship before the dispute starts is usually cheaper.

There are exceptions. Sometimes a customer files a dispute while the parcel is still moving. If tracking shows delivery coming, or the parcel arrives after the dispute begins, you may have a real case. Shopify also says that if a customer goes to the bank without contacting you, you can explain that you would have resolved it, and that banks expect customers to try the merchant first.

Tracking picture	Realistic position	Best move
Stalled or lost, no delivery scan	Weak	Refund or reship. Do not wait for the dispute
Delayed but moving, customer disputed early	Mixed	Reply to the customer, show the movement, weigh the odds
Delivered with photo or signature	Stronger	Fight, with the delivery proof first
Delivered, no proof, customer denies	Mixed	See the guide on when tracking says delivered
Returned to sender	Weak	Refund. The goods came back to you

For the delivered case, read the guide to when tracking says delivered but the customer says no.

Should you refund, reship or fight a lost in transit claim?

Weigh lost in transit liability before you decide. For a parcel the courier has confirmed lost, a refund or reship is almost always right. For one the tracking shows as delivered, fighting can make sense. You cannot refund an open chargeback, so make the call before the dispute opens or accept it afterwards.

Here are Shopify's rules on each route:

Route	What Shopify says
Fight	Submit evidence by the due date. The decision is final
Accept	Not submitting, or opening the form and accepting. The amount goes to the customer and the fee is not refunded
Refund during an inquiry	A full refund ends it. A partial refund can still lead to a full chargeback
Refund during a chargeback	Not possible. The customer must withdraw first, with an official letter
Customer withdraws	Submit the withdrawal letter, then refund once it resolves. This can take 30 to 90 days

Illustration: the cost of lost in transit liability. A customer pays £45 for goods and £4.95 delivery, £49.95 in all. The courier loses the parcel. Because the contract ends, you must reimburse all payments, so the refund is £49.95. If the courier's cap pays you £30, your net loss is £49.95 - £30 = £19.95, before the goods you can no longer sell. These numbers are invented for the arithmetic. Check your own courier's cap.

Illustration: reship, or lose the lost in transit dispute. The goods cost you £28 and postage is £4.95, so a reship costs £28 + £4.95 = £32.95. If the customer instead wins a chargeback on the £49.95 order, you lose £49.95 + £10 = £59.95. Reshipping saves £59.95 - £32.95 = £27.00 in this example, but only if it stops the dispute and the first parcel does not turn up as well.

Illustration: should you pay for extra cover? You ship 500 parcels a month and 5 are lost, at £42 each, so you refund 5 × £42 = £210. Say the courier's standard cover pays out on 3 of them, 3 × £42 = £126, so your net loss is £210 - £126 = £84. Extra cover at 20p a parcel costs 500 × £0.20 = £100. In this example the cover costs more than it saves, so you would think twice. If your average parcel was £250 instead, the answer could flip. The figures are invented, so use your own.

How do you reply to a customer whose parcel is lost?

A fast reply is the cheapest lost in transit liability control you have. Say you are sorry, say what you will do and give a date. Offer a refund or a reship, whichever the customer prefers, and do not ask them to chase the courier. A calm, fast reply is the best protection against a chargeback.

Subject: Your order [#]

Hello [first name],

I am sorry your order has not arrived. Our courier's tracking shows
[the last scan and date], and we have opened a trace with them today.

You can choose:
1. We send a replacement today at no extra cost.
2. We refund £[amount] to your original payment method.

Reply with 1 or 2 and we will act on it straight away. You do not need to
contact the courier.

[Name], [store]

Keep a copy of this message and the customer's reply. If the customer takes the refund but a dispute follows anyway, a dated message that shows the refund was offered is evidence.

If you refund, make sure the refund really goes through before you tell the customer it has. Shopify lists "the refund was issued, but hasn't appeared yet due to a processing delay" as a scenario in the dispute pages, so customers can be confused for a few days. Tell them to expect that, and send a screenshot of the refund record.

How do you respond to the bank when a parcel was lost in transit?

In a lost in transit dispute, honesty about the tracking is your strongest point. If you must respond, be honest about what the tracking shows. Open with a summary, attach the refund or reship record if you made one, and give the strongest proof first. Never imply delivery where the tracking shows none. A bank reviewer will check.

The most common version is a dispute that arrives after you have already refunded or reshipped. In that case your evidence is the refund record with its date, amount and confirmation number, or the reship's tracking number and delivery proof. Shopify's guidance for refund related disputes asks for the transaction log with timestamps, the amount and the confirmation number, and for proof that the refund matches the disputed charge. If you want the full picture for that situation, the guide on a customer who still disputes after a refund covers it.

SUMMARY
Order [#] was placed on [date] for £[amount] and shipped on [date] with [carrier],
tracking number [number]. The parcel was reported missing on [date]. We [refunded
the full £[amount] on [date] / sent a replacement on [date], tracking [number]].

EVIDENCE 1: REFUND OR REPLACEMENT
[Refund transaction log showing the date, amount and confirmation number /
replacement tracking showing delivery on [date]]. Attached.

EVIDENCE 2: TRACKING RECORD
Screenshot of the carrier tracking page captured on [date and time].

EVIDENCE 3: CUSTOMER CONTACT
Our message to the customer on [date] offering a refund or replacement, and
their reply on [date]. Attached.

EVIDENCE 4: POLICIES
Our shipping and refund policies as shown at checkout. Screenshot attached.

REQUEST
On the evidence above, we ask that the dispute be decided in the merchant's favour.

Delete any line you cannot back with a file. The bank wants to see that the customer was dealt with fairly and in good time.

How do you reduce lost in transit liability before it happens?

Choose tracked services for anything valuable, check addresses before dispatch, keep customers informed, record proof of postage and make a refund easy. You cannot stop every lost in transit loss, but you can make each one cheaper and quicker to resolve.

Shopify's list of ways to reduce disputes includes using tracking and delivery confirmation, updating customers on delays, making policies clear and replying quickly to customer contact. Each one reduces lost in transit liability or its cost.

Habit	How it helps
Tracked service for orders above a set value	Gives a trail and strengthens a courier claim
Address check on high-value orders	Reduces wrong address losses
Dispatch confirmation with tracking number	Sets expectations and gives customers a way to check
Delay message when tracking stalls	Fixes cases before they become disputes
Proof of postage and value saved per order	Needed for any courier compensation claim
Clear delivery times in your policy	Avoids the argument about what was promised
Fast refund or reship for confirmed losses	Prevents the chargeback altogether

Illustration: what fast refunds can save. Imagine 5 lost parcels a month at £42. If you refund all 5 straight away, you pay 5 × £42 = £210. If two of the customers go to their bank instead and win, you pay the £42 anyway plus the £10 fee on each, 2 × £10 = £20, so £230, and your chargeback rate suffers. The extra cost is small here, but the chargeback rate effect can be bigger, because Shopify says winning a dispute does not remove it from the rate. The figures are invented for the arithmetic.

If delays are common in your peak weeks, the Black Friday chargebacks guide explains how volume and delays create these claims.

Can a customer use Section 75 or a chargeback for a lost in transit claim?

Yes. A buyer who paid by card has more than one route when a parcel is lost in transit. They can ask you, they can ask their card issuer for a chargeback, and if they paid by credit card they may be able to use Section 75 of the Consumer Credit Act. MoneyHelper says Section 75 covers credit card purchases from £100 to £30,000 and makes the card company jointly liable with you. Debit card buyers use chargeback only, and MoneyHelper says buyers typically have 120 days.

What this means for a lost in transit claim is that the bank can become involved even when you did nothing wrong. A courier lost the parcel, but the customer sees a seller who has not delivered. If you are slow, their next move is a lost in transit dispute with their bank, and the bank will want your side within Shopify's 7 to 21 days.

The route a customer chooses also changes what you see. A chargeback arrives through Shopify with a due date. A Section 75 claim goes to the card company, which may then contact you or its acquirer. Either way, a refund or replacement you already gave, with a dated record, is the strongest point you can make.

Route	Who it involves	What you see
Ask the seller	The customer and you	A message or email
Chargeback	The customer's bank and card scheme	A Shopify dispute with a due date
Section 75	The credit card company, jointly liable	A claim that may reach you through the card company

What does redelivery look like in practice?

Redelivery means sending the customer the goods again, at no extra cost, with a new tracking number. Citizens Advice says a buyer can ask for it where an item has not arrived within a reasonable time. Record it on the original order, keep both tracking numbers and use a tracked service for the second parcel.

A tidy redelivery has four parts:

1. A clear message. Tell the customer a replacement is on its way and give the new tracking number.
2. A note on the original order. Write the date, the reason and the new tracking number, so you can answer a bank or a courier later.
3. A better service. Use tracked or signed-for delivery for the replacement, because a second loss costs you twice and annoys the customer more.
4. A plan for the first parcel. If it turns up later, ask the customer to keep it or send it back, according to what you have agreed in writing.

Redelivery is often the cheapest way to resolve a lost in transit claim, because the customer wanted the goods in the first place. If the customer asks for a refund instead, give it without argument. A grudging redelivery is how a lost parcel becomes a chargeback.

What's different for UK merchants?

This section is general information, not legal advice. For UK stores, the key differences are the Consumer Rights Act rules on delivery and risk, the £10 chargeback fee, the way UK card holders can claim and how UK couriers write their cover. How bank holidays affect your due date is not covered in the Shopify pages I reviewed.

Under UK law, lost in transit liability rests on sections 28 and 29 of the Consumer Rights Act 2015 are the starting point: 30 days by default for delivery, risk with you until the goods are in the buyer's possession, and reimbursement of all payments without undue delay when the contract ends. For the wider picture, see the Shopify chargebacks UK guide.

On cost, the UK chargeback fee is £10, and it is returned if you win. The Shopify chargeback fee guide for the UK explains it.

On claims, MoneyHelper says buyers typically have 120 days to make a chargeback claim, and that for credit card purchases from £100 to £30,000 they can claim under Section 75, where the card company is jointly liable with you. Debit card buyers use chargeback only. A "never arrived" claim can therefore appear months after the order, and a lost in transit dispute can land after you thought the case was closed.

On couriers, Ofcom has required parcel firms to have a complaints procedure since April 2023, according to one consumer article I reviewed. That helps you as a sender, but it does not replace your contract terms.

What are the most common lost in transit liability mistakes?

These habits turn a manageable lost in transit loss into a bigger one.

1. Treating lost in transit liability as the courier's problem and telling the customer to claim from it, when your contract is with them.
2. Waiting for the full 30 days before acting on a stalled parcel.
3. Refunding the goods but not the delivery charge, when the Act says all payments.
4. Not keeping proof of postage and value, then failing a courier claim.
5. Skipping the courier's claim deadline because you were busy with the customer.
6. Missing the due date on a dispute. After it passes, the result is final.
7. Trying to refund an open chargeback, which Shopify blocks.
8. Paying for extra courier cover without working out whether it saves money.

Frequently asked questions

Who is liable if a parcel is lost in transit in the UK?

Lost in transit liability usually sits with the seller. Citizens Advice says it is the seller's responsibility to make sure the item is delivered, and that the seller should chase the courier. Section 29 of the Consumer Rights Act 2015 keeps goods at the seller's risk until the buyer has physical possession. This is general information, not legal advice.

Can I tell the customer to claim from the courier?

It is better not to. Which? and Citizens Advice both say the contract is with the retailer, so the customer should complain to you. Refund or reship first, then pursue the lost in transit claim against the courier under your own contract. Passing the customer to the courier risks a chargeback and a poor review.

How long do I have to deliver an order?

For lost in transit liability purposes, if no delivery date was agreed, section 28 of the Consumer Rights Act 2015 says you must deliver promptly and in any event not more than 30 days after the day the contract was made. If an agreed date is essential and missed, the buyer may end the contract and claim a full refund.

Do I have to refund the delivery charge for a lost parcel?

In a lost in transit claim where the buyer ends the contract under section 28, you must without undue delay reimburse all payments made under it. That wording covers the delivery charge as well as the price of the goods. Refund the full amount the customer paid unless you have advice that your situation is different.

Can the customer ask for a re-send instead of a refund?

Yes, even in a lost in transit claim. Citizens Advice says a buyer can ask the seller to redeliver an item that has not arrived within a reasonable time, which it describes as usually within 30 days. A refund applies in the cases it lists, such as a missed essential date. Many customers are happy with a prompt re-send.

How much courier compensation can I claim?

It depends on your courier's terms, and many cap the amount. A guide on suing couriers says a cap binds you only if it was clearly brought to your attention before you agreed and is fair. Read your terms and the claim rules before you ship valuable goods, and consider extra cover.

What happens if the customer opens a lost in transit dispute?

Shopify treats a lost or delayed shipment as a product not received dispute. You can respond with tracking and any proof you hold, but a parcel that never arrived leaves little to show. A refund or reship before the dispute starts is usually cheaper and stops it affecting your chargeback rate.

Can I refund once the customer has opened a chargeback?

No. Shopify does not allow a refund on an open chargeback. The customer must ask their bank to cancel it and give you an official withdrawal letter, and the process can take 30 to 90 days. During an inquiry, a full refund ends it, but a partial refund does not.

How long can a customer wait before disputing?

MoneyHelper says buyers typically have 120 days to make a chargeback claim, so a dispute can arrive long after a parcel went missing. For credit card purchases from £100 to £30,000 a customer can also use Section 75. Keep your order, tracking and refund records for at least that long.

Should I insure parcels for lost in transit risk?

It depends on value and loss rate. Compare the cost of cover on every parcel with what you refund each month after courier payouts. Cover is often worthwhile for expensive items and often not for cheap ones. Work it out with your own figures, as in the examples above.

Start free trial with ChargeFix

ChargeFix is a Shopify app for Shopify Payments disputes: it gathers the proof from your store, drafts the response from verified facts, on flat monthly pricing with no cut of what you win. You review and file it, or let Auto mode handle them. If you are tired of rebuilding the paperwork whenever lost in transit liability turns into a dispute, start free trial and have the evidence ready before the due date.

Sources

• Responding to chargebacks and inquiries, Shopify Help Center
• Resolving a chargeback or inquiry, Shopify Help Center
• Consumer Rights Act 2015, section 28, legislation.gov.uk
• Consumer Rights Act 2015, section 29, legislation.gov.uk
• If something you ordered hasn't arrived, Citizens Advice
• How to complain if you receive damaged goods in the post, Which?
• What are your consumer rights for late or missing parcels, Money to the Masses
• Sue a courier for a lost or damaged parcel, Justclaim
• How to sort a problem with a payment, MoneyHelper