What happens if my parcel is lost?
Report the problem through the order. The outcome depends on the delivery evidence, packaging rules and applicable courier limits.
Retain the evidence
Keep the posting receipt, label and tracking updates. Buyers should not confirm receipt of a parcel they have not received. Ask for a review through the order tools.
How it works on SilentSale®
For a parcel lost or damaged in transit, the Terms provide for a courier claim on the seller’s behalf. Packaging must meet the rules; compensation is subject to courier limits and reimbursement.
Use the Resolution Centre and in-app conversation to raise an issue, exchange evidence and try to agree a resolution before escalation for review.
For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first.
Questions people ask
What happens if my parcel is lost?
Report the problem through the order. The outcome depends on the delivery evidence, packaging rules and applicable courier limits.
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Sources
- SilentSale® Terms and Conditions: payment, protection, acceptance and evidence rules. Checked 2026-10-02. §14.6.1–14.6.5, §6.5.1, §8.2–8.3, §6.5.1–6.5.1, §7.3.7, §15.2