When a Customer’s Parcel Goes Missing: What Online Sellers Need to Know
Many IOMST members now take orders away from the market stall. You might sell through your website, receive an order through Facebook or Instagram, or agree to post an item to someone who saw your products at a market.
Most deliveries arrive without any difficulty. However, if a parcel goes missing, who is responsible for sorting it out: the trader or the courier?
The Competition and Consumer Protection Commission (CCPC) published a useful reminder on 26 August 2026. If you arranged the delivery, it is normally your responsibility to make sure the customer receives their order.
The customer should come back to you
If a customer buys a product from you and you arrange to send it through An Post or a private courier, the customer’s contract is with your business.
Your arrangement with the delivery company is separate. This means you should not simply tell the customer that the parcel is now the courier’s responsibility or that they must contact the delivery company themselves.
The CCPC explains that the business remains responsible until the customer, or someone nominated by the customer, receives the goods.
If the parcel is lost or damaged while it is being delivered, you may need to resolve the issue with the customer first. You can then pursue the delivery company yourself, where appropriate.
What if the tracking says it was delivered?
Occasionally, a parcel may be marked as delivered even though the customer says they did not receive it.
Do not assume that the tracking update automatically settles the matter. The CCPC says the customer can ask the business to provide evidence that the order was delivered to them or to someone they nominated to receive it.
You should check the address provided, review the tracking information and contact the delivery company to find out where and how the parcel was delivered.
Keeping your order confirmation, proof of postage, tracking number and communications with the customer will make the matter much easier to investigate.
How long do you have to deliver an order?
If you give the customer a delivery date or agree a particular timeframe, the goods should arrive within that period.
If you have not agreed a delivery date, the goods must generally be delivered without delay and no later than 30 days after the purchase.
This is particularly worth remembering when taking Christmas orders, personalised requests, pre-orders or orders needed for a special occasion.
If an item will take time to make or prepare, tell the customer before they place the order. Be clear about both the time needed to prepare the product and the expected delivery time.
The 30-day delivery requirement is set out in the Consumer Rights Act 2022 and is also explained in the CCPC’s guidance on non-delivery.
Does a late delivery always mean an immediate refund?
No. A parcel being late does not automatically mean that you must issue an immediate refund in every situation.
In most cases, if an order does not arrive on time, the customer should contact the business and allow an additional delivery period that is reasonable in the circumstances. If the goods still do not arrive within that additional period, the customer may cancel the order and receive a full refund.
However, the customer may not have to allow additional time if:
- you have told them that you will not or cannot deliver the order
- delivery by the agreed date was essential
- it was clear that the product was required for a particular date or occasion
For example, a customer ordering an item specifically for a wedding or another dated occasion may be in a different position from someone ordering an item without an essential deadline.
What should you do if the parcel is lost?
If it appears that a parcel has been lost, contact the customer and the delivery company promptly.
Depending on the circumstances, you may need to arrange a replacement or provide a refund. The CCPC states that if the business cannot or refuses to deliver the order, the customer is entitled to a full refund.
You can then make a separate claim against An Post or the courier, subject to the service you purchased and its compensation limits.
This is why it is important to check the level of protection included with your chosen delivery service. A basic postal service may not provide sufficient compensation for an expensive or difficult-to-replace product.
What if the customer arranged the courier?
There is an important difference where the customer independently arranges their own courier to collect the goods.
In that situation, the customer has a separate contract with the courier. If the goods are lost or damaged during delivery, the courier may be responsible to the customer.
However, this exception does not normally apply where you offered delivery and selected or arranged the postal or courier service.
The CCPC explains the difference between trader-arranged and customer-arranged delivery in its non-delivery guidance.
A few practical precautions
Delivery problems cannot always be prevented, but good records can make them much easier to resolve.
When posting customer orders:
- Check the delivery address before sending the parcel.
- Keep proof of postage and the tracking number.
- Consider tracked delivery for valuable, personalised or difficult-to-replace products.
- Check how much compensation is included with the delivery service.
- Be realistic when giving estimated delivery dates.
- Tell the customer promptly if you become aware of a delay.
- Keep a written record of any replacement, refund or alternative delivery date agreed.
It is also worth checking the delivery information on your website and social media pages. Wording such as “we are not responsible once an order has been posted” may not reflect your responsibilities where you arranged the delivery.
The practical point for members
If you arrange to send an order to a customer, your responsibility does not end when you hand the parcel to An Post or a courier.
If something goes wrong, deal directly with your customer and keep them informed. You can then follow up separately with the delivery company and make a claim where appropriate.
Having clear delivery information, realistic timeframes and good postal records can help protect your business while also giving customers confidence when ordering from you.
Further information
For more Information, Guides Help, Support or Advice. Get in touch with IOMST and become a member today!
Grainne & Greg
Just a little reminder:
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