If your ASDA grocery order says delivered but has not arrived, check the delivery address, ask other people at the property and look for a call, text message or delivery update. Then contact ASDA Grocery Customer Services promptly so it can investigate the driver’s delivery record.
Make it clear that the entire grocery order is missing. This is different from reporting an individual missing item or bag.
Do not submit separate refund requests for every product unless ASDA specifically asks you to do so.
Check that the complete delivery slot has passed
Confirm the date and time shown in Your Orders.
A status can sometimes update while the driver is still completing the handover or shortly before the vehicle reaches the property. Refresh the order page and allow a few minutes for the information to update.
However, contact ASDA promptly when:
- The delivery slot has ended
- The order says delivered
- No driver has arrived
- Nobody at the address accepted the shopping
- There is no useful tracking update
- You have received no explanation from ASDA
You should not continue waiting indefinitely for an order that ASDA has recorded as completed.
Check whether somebody else accepted the order
Ask everyone at the delivery address whether they received the groceries.
This could include:
- Another member of the household
- A flatmate
- A receptionist
- A concierge
- A carer
- A member of staff at the property
- Another authorised person
If you live in a block of flats, check whether the driver handed the order to somebody at the main entrance rather than bringing it to your individual door.
Do not assume that no delivery took place merely because the person who accepted it did not tell you immediately.
Confirm the delivery address
Open the completed order and check the address shown.
Confirm:
- The house or flat number
- The street name
- The postcode
- The town or city
- The selected saved address
- Any building or entrance instructions
Customers who shop for more than one household can accidentally select an old or alternative saved address.
Changing the default address in your account after checkout does not necessarily change the address attached to an existing order.
Contact somebody at the address shown if it is safe and appropriate to do so. Do not travel to an unfamiliar property or confront another resident.
Check for calls and messages
Look for:
- A missed call from an unfamiliar number
- A voicemail from the driver
- A text message from ASDA
- An email about the delivery
- An app notification
- A cancellation message
- A note about difficulty accessing the property
Check your spam and junk email folders.
The driver may have tried to telephone because the address was difficult to locate or nobody answered the door. However, a call is not guaranteed before every ASDA delivery.
Check entrances and agreed delivery locations
Look around the parts of the property where a driver might reasonably have tried to complete the handover.
Check:
- The main entrance
- A side or back entrance
- A porch
- A reception desk
- A communal lobby
- A building collection point
- Any location mentioned in the delivery update
A complete grocery order is not the same as an ordinary parcel. Do not assume that chilled, frozen or age-restricted groceries would be left unattended without an appropriate handover.
If the account contains a delivery note or photograph, check that it matches your property.
Refresh Your Orders
Sign in to your account and open Your Orders again.
ASDA says customers can use this area to track deliveries, see charges and report order problems. Its official help with a groceries order page provides access to the current support options.
The order status may change from delivered to:
- Delayed
- Cancelled
- Returned to store
- Awaiting an update
Try the ASDA website as well as the app if one is not loading correctly.
The tracking and order history form part of managing an ASDA online grocery order.
Contact ASDA promptly
Contact ASDA Grocery Customer Services when the order remains marked as delivered and you cannot locate it.
Have the following information ready:
- Your order number
- The delivery date
- The booked time slot
- The delivery postcode
- The time the status changed to delivered
- Whether you received a telephone call
- Whether anyone else was at the property
- Whether you checked reception or communal areas
- Screenshots of the order status
Tell the adviser clearly:
The entire grocery order is marked as delivered, but nobody at the address received it.
This prevents the issue from being treated as a claim for one missing product.
What ASDA may investigate
ASDA may check:
- The time the delivery was recorded
- The address used by the driver
- The driver’s route
- Any delivery notes
- Whether a telephone call was attempted
- Whether the order was handed to somebody
- Whether it was returned to the store
- Whether it may have been delivered to another address
- Whether the status was updated incorrectly
Only ASDA can access the full delivery record for a specific order.
Customer services may need to contact the local store or delivery team before confirming what happened.
Could the delivered status be an error?
Yes. An order can potentially be marked as delivered incorrectly because of a tracking, scanning or account update error.
The driver may still be on the route, or the groceries may have returned to the store.
However, you should not assume that the status is harmless. Report it so ASDA can confirm whether the order is still coming.
Avoid placing the same shop again until you know whether the original delivery remains active. Otherwise, you could receive two orders or create another payment authorisation.
What if the order was delivered to the wrong address?
Tell ASDA if the delivery information or photograph appears to show another property.
Provide useful details such as:
- The colour or type of your front door
- Whether your house number is clearly visible
- Whether the photograph shows a different entrance
- Whether the postcode or flat number is wrong
- Any nearby address with a similar name or number
Do not visit another property to retrieve groceries unless ASDA specifically confirms the location and it is safe to do so.
Food may have been handled or stored in unknown conditions after being delivered elsewhere. ASDA should decide whether the order can be recovered, replaced or refunded.
What if a neighbour received the order?
If a neighbour tells you they received the groceries, check:
- Whether all bags are present
- How long the shopping has been there
- Whether chilled food remained cold
- Whether frozen products are still frozen
- Whether bags or seals were opened
- Whether any age-restricted products were included
Do not consume food when you are concerned about its temperature, condition or handling.
Report any missing, damaged or unsafe products to ASDA. Recipes, packaging and storage requirements differ, so check each affected product rather than assuming the complete order remains suitable.
What if only one bag is missing?
If most of the delivery arrived but one bag did not, report a partial delivery rather than saying the complete order is missing.
A missing bag may contain products from the same category, such as:
- Frozen food
- Chilled groceries
- Household products
- Bakery items
- Age-restricted products
Compare the final receipt with every item received and list the missing products.
Individual missing products and incomplete bags are handled through the ASDA returns, refunds and substitutions process.
What happens to the payment?
ASDA’s refund guidance says it only takes payment once the customer has received the order. However, a temporary card authorisation may still appear before the final payment is completed.
Check whether the bank transaction is:
- Pending
- Completed
- Reversed
- Adjusted
- Refunded
The transaction is pending
A pending amount may be a temporary authorisation rather than a completed charge.
If ASDA confirms that the order was not delivered and has been cancelled, it should release the authorisation. Your bank controls when the reserved money becomes available again.
The transaction is completed
Tell ASDA if the order is missing but the payment has completed.
ASDA will need to investigate the delivery record before confirming a refund, replacement or other resolution.
No payment appears
The lack of a completed payment does not resolve the missing-order issue by itself. You should still report an order incorrectly marked as delivered so ASDA can correct its records.
Will ASDA refund the missing order?
ASDA may issue a refund when its investigation confirms that the groceries were not correctly delivered.
The result may depend on whether:
- The order went to the wrong address
- The status was entered incorrectly
- The driver returned the shopping to the store
- Another person at the correct address accepted it
- Only part of the order is missing
- The payment was pending or completed
Do not assume that an automatic refund has been created merely because you reported the issue.
Ask ASDA to confirm:
- Whether the refund was approved
- The amount being returned
- Whether the delivery charge is included
- The payment method receiving it
- The date it was processed
- Any expected banking timeframe
Keep the confirmation until the money arrives.
Will ASDA send the groceries again?
A replacement delivery may be possible, but it is not guaranteed.
The available resolution can depend on:
- Whether the original groceries are found
- The condition of chilled and frozen products
- Product availability
- Driver capacity
- Available delivery slots
- The time of day
- Local store capacity
ASDA may instead ask you to place a new order and refund the missing one.
Before reordering, confirm that the original delivery will not still arrive.
Can the driver return later?
The driver may be able to return if the error is identified quickly and the vehicle is still nearby.
This depends on:
- The remaining route
- Driver working hours
- Whether the order is still in the vehicle
- Whether it went to another address
- The condition of the groceries
- Instructions from the store or delivery team
Do not rely on the driver returning unless ASDA gives you a clear update.
Remain available only for the revised period ASDA confirms.
What if you urgently need the groceries?
Tell ASDA that the missing delivery contains essential items and ask whether a replacement can be arranged.
Possible alternatives include:
- Placing another scheduled delivery
- Booking ASDA click and collect
- Using an available Express delivery service
- Buying essential products in store
- Using another local grocery service
ASDA is not automatically required to cover the price difference, another delivery charge or travel expenses. Keep receipts if customer services agrees to consider additional costs.
Do not delay obtaining essential food, baby products or other necessities while waiting for an uncertain delivery update.
What happens to the delivery charge?
Ask ASDA to review the delivery fee if the complete order was not delivered correctly.
A delivery-charge refund is not necessarily created automatically when the grocery payment is refunded.
ASDA may consider whether:
- The service was completed
- The order went to the wrong address
- The driver made a valid delivery attempt
- A replacement delivery was arranged
- The order was eventually received
- Customer services previously agreed to refund the charge
Check that the approved refund confirmation includes every amount ASDA has agreed to return.
What happens to ASDA Rewards?
Rewards should reflect qualifying groceries that were actually purchased and retained.
If the complete order is refunded, related Cashpot earnings may:
- Never be added
- Be removed
- Be adjusted later
- Stop counting towards a Mission
- Be reversed for refunded Star Products
Check the ASDA Rewards app after the delivery investigation and financial refund have been completed.
A replacement order must normally qualify separately under the applicable offer conditions.
What happens to an ASDA Rewards voucher?
A Rewards voucher used on the missing order may not become available again immediately.
Check whether it is:
- Still marked as redeemed
- Returned to your Cashpot
- Reissued
- Expired
- Applied to a replacement order
Ask ASDA Rewards support how the voucher will be handled if the complete grocery transaction is cancelled or refunded.
Do not assume an expired voucher will automatically be extended.
What if you used a promotional code?
A code used on an order marked as delivered may remain recorded as redeemed even if ASDA later refunds the shop.
Whether it can be reused depends on:
- The promotion’s conditions
- Its expiry date
- Whether it was limited to one use
- Whether the order is refunded or replaced
- Whether ASDA reactivates it
Ask ASDA to review the code if you need to place a replacement order.
Restoration or extension is not guaranteed.
Should you request a card chargeback?
Give ASDA a reasonable opportunity to investigate and correct the payment first.
A chargeback is handled by your bank or card provider rather than ASDA. The bank decides whether the transaction is eligible and what evidence is required.
You may ask the bank about its dispute process when:
- The card payment has completed
- No groceries were received
- ASDA does not issue an agreed refund
- Attempts to resolve the issue have failed
- You have evidence that the order was disputed promptly
Keep the order status, delivery information and correspondence.
A pending authorisation usually cannot be disputed in the same way as a completed card payment.
When should you make a formal complaint?
Consider making a complaint when:
- The order was delivered to the wrong address
- ASDA cannot explain who received it
- The status remains incorrectly marked as delivered
- A completed payment is not refunded
- A replacement delivery is promised but does not arrive
- Customer services repeatedly close the issue
- The same delivery problem happens more than once
- You receive conflicting information from ASDA
Include:
- The order number
- The delivery address
- The booked time slot
- The time it was marked delivered
- Screenshots of tracking
- Details of calls and messages
- Customer service references
- The payment status
- The resolution you are requesting
Keep the complaint factual. Explain whether the whole order, one bag or particular products were missing.
Frequently asked questions
Why does my ASDA order say delivered when it is still not here?
The status may have been updated incorrectly, the groceries may have gone to another address, or somebody else at the property may have accepted them. Contact ASDA so it can check the driver’s records.
How quickly should I report an ASDA order marked as delivered?
Report it promptly after checking the property, delivery address and household. Delaying may make it harder for ASDA to contact the driver or locate the groceries.
Can ASDA track where the driver delivered my order?
ASDA may be able to review route information, delivery times, driver notes and other records. The exact information available is not published and can only be checked for the specific order.
Should I report every product as missing?
No. Tell ASDA that the entire order did not arrive. Report products individually only when part of the delivery arrived or ASDA asks you to list them.
Will ASDA automatically refund an order marked as delivered?
Not necessarily. ASDA may investigate the delivery record before approving a refund or replacement. Ask for confirmation of any refund rather than assuming it has been created.