Act Fast — You Have a Window
When a courier marks a delivery as "attempted," your parcel typically goes back to the depot. Most couriers will attempt redelivery the next business day — but you don't have to wait that long. If you act within the first hour, you can often get same-day redelivery or arrange a depot collection for today.
Your 60-Minute Action Plan
Screenshot the notification with timestamp. Check CCTV or Ring doorbell footage for the same time window.
Call the courier's customer service line. Ask for the driver's GPS coordinates at time of scan and photo proof at your door.
If they can't provide proof, escalate to a supervisor. Request same-day redelivery at no charge.
If redelivery is refused, ask for the depot address and collection hours. You can often collect today.
If still unresolved, post on Hellopeter with your waybill number. Most couriers respond to public complaints within hours.
What to Say When You Call
Don't just say "my delivery wasn't attempted." Be specific and ask for evidence. Here's a script that works:
"I received an 'attempted delivery' notification at [time] for waybill [number]. I was home at that time and no one knocked, rang, or called. I need you to provide: (1) the GPS coordinates of the driver at the time of the scan, (2) a photo taken at my door, and (3) a call log showing the driver attempted to contact me. If you can't provide these, I'd like to speak to a supervisor about same-day redelivery."
This approach works because it's specific, it asks for verifiable evidence, and it signals that you know your rights. Most customer service agents will escalate immediately rather than argue.
If the Courier Refuses to Redeliver
Option 1: Depot Collection
Ask for the depot address and collection hours. Most depots are open until 5–6PM on weekdays. You can collect your parcel today rather than waiting for tomorrow's redelivery attempt.
Option 2: Redirect to a Different Address
If you can't collect from the depot, ask to redirect the parcel to a neighbour, your workplace, or a parcel locker. Most couriers can do this at no charge if the original delivery was their fault.
Option 3: Formal Complaint and Refund
Submit a written complaint via email with your evidence. Under the Consumer Protection Act, you're entitled to a refund of the delivery fee for an undelivered parcel. Request this explicitly in your complaint.
How to Prevent This Happening Again
- Use a courier that calls ahead — a good courier calls 15–30 minutes before arrival, giving you time to be at the door
- Provide detailed delivery instructions — gate codes, intercom numbers, parking instructions reduce the chance of a driver giving up
- Use real-time tracking — if you can see the driver approaching on a map, you can be ready at the door
- Choose same-day delivery — same-day couriers have a stronger incentive to complete the delivery on the day, as there's no "try again tomorrow" option
Your Rights Under the Consumer Protection Act
The CPA gives you the right to delivery of goods as agreed. If a courier fails to deliver and cannot prove a genuine attempt was made, you are entitled to: a full refund of the delivery fee, redelivery at no additional charge, and compensation for any consequential loss if the failure caused you financial harm (e.g., a missed business deadline).
Document everything. A paper trail is your strongest tool.