# GOODS NOT RECEIVED CLAIM LETTER
Date: 10 September 2031
Parties: Tomoko Sato and Hearth & Home Online Ltd
## 1. Purpose and parties
Tomoko Sato ordered a £684.00 induction range from Hearth & Home Online Ltd on 21 August 2031, order HH-30217, with standard delivery promised by 28 August. She paid by debit card and selected delivery to her staffed reception at 14 King Street, Cambridge.
## 2. Facts, scope and terms
The courier marked the parcel delivered at 11:14 on 28 August, but reception's signed delivery log and CCTV show no delivery, photograph or signature. The tracking record names an unknown person, and Tomoko has checked the neighbouring units; she has not received the range.
## 3. Process and responsibilities
Tomoko requires delivery of the identical range within seven days or a £684 refund under the Consumer Rights Act 2015, because the delivery risk has not passed to her. She will accept a genuine replacement appointment but not an indefinite investigation or store credit.
## 4. Evidence, records and safeguards
She encloses the order confirmation, card statement, tracking page, reception log, CCTV incident reference CAM-31-188 and emails of 29 August and 3 September. Hearth & Home should investigate its carrier, preserve delivery scans and use Tomoko's address data only to resolve order HH-30217.
## 5. Review, escalation and outcome
The seller should provide a decision within 14 days. If it disputes receipt, Tomoko asks for the alleged signature, GPS data and delivery photograph; if unresolved she may use the card provider's dispute process, Trading Standards guidance or a county court claim.
## 6. Reservations and practical protections
Tomoko has not resold, altered or misrepresented the goods and has reasonably mitigated inconvenience by hiring a portable hob for £38.50. She reserves that evidenced expense and statutory interest, while avoiding double recovery if a carrier later pays.
## 7. England and Wales law and completion
This completed fictional letter is dated 10 September 2031 and governed by England and Wales law. It is sent by email and recorded post, with copies rather than original evidence and a clear request for written confirmation.