DPD tracking status

DPD tracking not updating: why, and what to do

The short answer

Keep an eye on it

Your parcel has had no new DPD scan, either because the sender has not handed it over yet or because it missed scans in the network and may be lost. A stalled parcel often scans again within 1 to 2 working days.

When to act: If nothing changes for 3 working days, file a complaint and we send it to DPD, or to the retailer if DPD never scanned the parcel.

Also shown as: “We've received your order details, but have not yet received your parcel” · “We've received your order details, and we're expecting your parcel shortly”

What to do now

Check whether DPD ever scanned the parcel: if the only status is 'order details received', DPD does not have it yet and the hold-up is with the sender.
Note the date and place of the last scan, and compare it with the delivery date the retailer gave you.
Keep screenshots of the full tracking history, with your parcel number, order number and order date.
If you sent the parcel yourself, keep proof of its value and your postage receipt.
Still not sorted? File your complaint here. We write it with you and send it to DPD, so you do not have to chase it yourself.

Start my complaint

No update for days with another courier

What is going on

'We've received your order details' means the sender has booked DPD and sent the details electronically, but no driver has scanned the parcel yet. If it stays like this for days, the hold-up is with the sender: the parcel has not been packed, collected or handed over, and DPD cannot speed that up.

If the tracking stopped after DPD had the parcel, for example after a hub or depot scan, the parcel may have lost its label, been mis-sorted or gone missing. DPD does not publish a day count for treating a parcel as lost. The sender is DPD's customer, so a trace or claim normally comes from them, and they must notify DPD within 14 days of despatch.

Why it happens

The sender has not handed the parcel to DPD yet
A missed or unreadable scan at a hub or depot
The label came off or was damaged, so the parcel cannot be identified
The parcel was sent to the wrong depot
Loss or theft in the network

What usually happens next

A pre-collection status usually changes within a day of the sender handing the parcel over. For a parcel that stopped after DPD had it, a new scan often appears within 1 to 2 working days; if not, the sender's trace can take several working days.

Other DPD statuses

At a DPD hubNormal
Delayed due to an unexpected issue in your areaKeep an eye on it
Your parcel has been delayedKeep an eye on it
Out for delivery, but not arrivedKeep an eye on it
Sorry we missed youTake action
Being held at the depotTake action
Your parcel was refusedTake action
Delivered, but you do not have itTake action
On its way back to the senderTake action
Hub 1 - BhamNormal
Hub 2 - BhamNormal
Hub 3 - BhamNormal
Hub 4 - HinckleyNormal
Hub 5 - HinckleyNormal

All DPD statuses →

Who is responsible for a late or missing parcel from DPD?

If you bought online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act), the goods stay at the seller's risk until you or someone you named has them, unless you chose and booked the courier yourself. DPD's contract is with the seller, so a lost, damaged or very late parcel is the seller's to put right.

If you sent the parcel yourself, your contract is with DPD, under its terms. DPD postage bought at a Post Office branch includes cover up to the lower of the item's value or £50, and DPD's standard conditions for business senders cover the lower of the item's value or £100 per parcel, unless extra cover was bought.

Questions about “Tracking not updating”

What happens if DPD lose my parcel?

The sender claims from DPD and the retailer refunds or replaces your order. DPD can ask you to confirm in writing that you did not receive it.

How long before DPD treats a parcel as lost?

DPD does not publish a fixed time. Act after 2 to 3 working days without a scan, because the sender has to notify DPD within 14 days of despatch.

Can I claim from DPD as the recipient?

Usually not. DPD's contract is with the sender, so unless you paid DPD for the postage yourself, a lost order is the retailer's to put right. File a complaint on Complain.biz and we send it to them.

What does 'We've received your order details' mean on DPD?

The sender has booked DPD and sent the details, but DPD does not have the parcel yet. If it stays like this for more than 2 working days, the hold-up is with the sender.

How much do DPD pay for a lost parcel?

Under DPD's standard conditions, up to £100 per parcel unless the sender bought extra cover, and up to £50 for DPD postage bought at a Post Office. It is paid to the sender, based on the item's value.

Based on

DPD UK: Standard Terms and Conditions of Carriage (PDF)
DPD UK: Complaints Charter (contact details and complaint timescales, PDF)
DPD standard terms for delivery services bought at a Post Office branch
ParcelsApp: list of DPD UK tracking messages
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until they reach you)