If an item is missing from your ASDA grocery order, first check the receipt to see whether it was unavailable, substituted or removed before delivery. If the product is still listed as supplied and you were charged for it, report the missing item through your ASDA account or contact the Grocery Customer Service team.
Do not request a refund for a substitution simply because the original product is absent. Check whether ASDA supplied an alternative item in its place before reporting anything as missing.
Check whether the item was actually charged
Open the completed order in Your Orders and compare the final receipt with the groceries you received.
The original order confirmation is not always the final bill. Your total can change before delivery because:
- A product was unavailable
- ASDA supplied a substitute
- You rejected a substitute at the door
- A weighed product cost more or less than estimated
- An item was removed from the final order
If the missing product does not appear on the final receipt, you should not have been charged for it.
The final receipt and payment adjustments are part of the normal ASDA delivery process, so check the completed order rather than relying on the trolley total shown at checkout.
Look for a substitution
ASDA may replace an unavailable product with a similar item unless substitutions were turned off for that product or order.
The replacement might be:
- A different brand
- Another pack size
- A similar flavour or variety
- A comparable product at a different price
- More than one smaller item in place of a larger pack
Check every bag before reporting the original product as missing. A substitute may have been packed separately or may not look like the item you expected.
Your receipt should show whether a substitution was supplied and how it affected the final price.
Check every bag and delivery container
Small products can easily be overlooked, particularly when a large shop is divided across several bags.
Before contacting ASDA:
- Empty every shopping bag.
- Check inside reusable bags and insulated packaging.
- Look underneath bulky products.
- Ask whether another household member unpacked the delivery.
- Check chilled, frozen and cupboard items separately.
- Compare each missing product with the final receipt.
If you collected the order, also check your car boot and any bags moved separately from the main shop.
Ask the driver before they leave
When you notice the missing item during the handover, tell the driver straight away.
The driver may be able to check:
- Whether another bag remains in the van
- Whether part of the order was unloaded separately
- Whether the item was recorded as unavailable
- Whether a substitute was rejected or removed
- Whether the missing bag belongs to another section of the order
The driver may record the problem, but do not assume that mentioning it automatically creates a refund request. Check Your Orders afterwards and follow the available reporting process.
How to report a missing item to ASDA
ASDA advises customers to contact its Customer Service team when they have checked the order and an item is still missing.
Start through your Grocery Online account where possible:
- Sign in to your ASDA account.
- Open Your Orders.
- Select the affected grocery order.
- Check the final receipt.
- Choose the option to report a problem or request a refund, where displayed.
- Select the missing product.
- Enter the requested details.
- Submit the request and retain any confirmation.
The wording and options may differ between the ASDA website and app.
If no suitable option appears, or ASDA asks you to make direct contact, use the Grocery Customer Service route shown in the ASDA Help Centre. Problems with locating or managing the order may also be connected to the ASDA online shopping account rather than the refund itself.
What information should you provide?
Give ASDA enough detail to identify the item and check the order.
Include:
- The order number
- The delivery or collection date
- The product name
- The missing quantity
- The amount charged
- Whether a substitute was listed
- Whether you spoke to the driver or collection colleague
- Whether a whole bag appears to be missing
Screenshots of the final receipt can be useful when several products are affected.
Photos may help when the problem involves a wrong, damaged or poor-quality product, although a missing item cannot usually be photographed.
Will ASDA refund a missing grocery item?
If ASDA confirms that you were charged for an item that was not supplied, it should correct the charge or issue the appropriate refund.
The outcome depends on what ASDA’s order records show. It may need to distinguish between:
- An item that was never picked
- A product removed as unavailable
- A supplied substitution
- An item rejected at the door
- A product recorded as delivered but missing from the bags
- An entire missing bag
ASDA may review the picking and delivery records before approving the request, particularly when the item has a high value or several products are reported missing.
Missing, damaged and substituted groceries are handled through the ASDA returns, refunds and substitutions process.
How long does an ASDA refund take?
ASDA recommends requesting grocery refunds online through your account where that option is available.
Once ASDA approves a refund, the time it takes to appear depends partly on the bank or payment provider. A refund to a completed card payment is different from the release of a temporary payment authorisation.
Check the transaction before contacting ASDA again. It may appear as:
- A separate refund
- An adjusted final payment
- A reversed transaction
- A lower amount than the original authorisation
- A pending amount that later disappears
Do not assume that the difference between the estimated trolley total and final payment is a separate refund. The final charge may simply have been reduced before payment was completed.
If the expected amount does not return within the timeframe ASDA gives you, contact ASDA with the refund confirmation. Your bank can explain when an issued refund is likely to become available.
What if the missing item is not shown on the receipt?
If a product was removed from the final order and does not appear as charged, a refund should not be necessary.
Check the difference between:
- The estimated total at checkout
- Any temporary card authorisation
- The final order total
- The completed bank transaction
A pending authorisation can be higher than the final charge. Your bank may take time to update the available balance after ASDA confirms the completed order value.
Contact your bank if the transaction status remains unclear. ASDA can confirm the final amount it charged, while the bank controls how pending and completed amounts are displayed.
What if an entire bag is missing?
Report the problem as soon as possible if several unrelated products are absent, as this could indicate that a complete bag was left in the van, at the collection point or with another order.
Check whether the missing products have something in common. For example, they may all be:
- Frozen products
- Chilled food
- Household goods
- Bakery items
- Age-restricted products
- Products packed in a separate crate
List every affected item when contacting ASDA. Do not submit several duplicate requests for the same missing bag unless ASDA tells you to report each item separately.
ASDA may need to speak to the store or delivery team to establish where the bag went.
What if you received somebody else’s item?
A product that you did not order may have been packed into your bags by mistake.
Check the receipt to make sure it is not an unfamiliar substitution. If it is not listed, contact ASDA and explain that you received an extra product belonging to another order.
Do not assume the unwanted item balances out something missing from your own shop. Report both issues separately:
- The item you paid for but did not receive
- The additional item that was not part of your order
ASDA will tell you whether any further action is required.
What if the wrong product was delivered?
A wrong product is not necessarily a missing item.
First check whether ASDA listed it as an official substitute. If it is a substitute, the receipt should identify the replacement.
If the product is not listed as a substitute, report that you received the wrong item and identify the product that should have been supplied.
Keep the packaging until the issue has been resolved, particularly when:
- The product is expensive
- The barcode differs from the receipt
- The wrong size or quantity was supplied
- The item creates an allergy or dietary concern
- ASDA requests more information
Do not consume a product when its ingredients or allergen status are unsuitable for you.
What if the substitute is unsuitable?
You can normally reject an unwanted substitute when the groceries are handed over.
If you only notice the problem after the driver has left, check the available refund options in Your Orders and contact ASDA when necessary.
Reasons a substitute may be unsuitable include:
- An allergy or intolerance
- Different dietary requirements
- An unacceptable flavour
- A significantly different pack size
- The wrong variety
- A product you cannot use
ASDA allows customers to turn off substitutions during checkout. In the trolley review area, you can choose not to receive substitutes for selected products or for the order, depending on the options currently displayed.
Always check the packaging and current allergen information rather than assuming a substitute has the same ingredients as the original product.
Can you get the missing item redelivered?
ASDA is more likely to refund a missing individual product than send a separate driver to deliver it.
A redelivery may not be practical because of:
- Driver availability
- Delivery charges
- The product’s value
- Local stock
- The distance from the store
- The remaining delivery schedule
Customer services must confirm whether redelivery is possible. Do not place another order solely for the missing item until you know how the original problem will be resolved.
For an urgently needed product, it may be quicker to buy it locally and continue with the refund request for the original missing item. ASDA is not guaranteed to reimburse any additional travel or replacement cost.
What happens to ASDA Rewards?
ASDA Rewards earnings should reflect qualifying products that were actually purchased under the applicable offer conditions.
If a missing product is removed or refunded, any related Cashpot earnings may also be removed or may not be added. This can affect:
- Star Products
- Missions
- Spending-based promotions
- Product-specific rewards
Check the Rewards app after the order and refund have both been fully processed.
Contact ASDA Rewards support if the Cashpot activity still appears incorrect. A refund for the product does not necessarily mean that a partially completed Mission will be restored or extended.
What happens to multibuy offers?
A missing item can affect a multibuy or promotional saving, particularly when the final order no longer meets the offer conditions.
Check the final receipt to see how ASDA calculated the promotion. The outcome may depend on whether:
- The product was unavailable before payment
- A qualifying substitute was supplied
- Another item still completed the offer
- The missing product was recorded as delivered
- A later refund changed the qualifying purchase
When requesting help, explain that the missing product formed part of a promotion. Do not assume the system will automatically preserve the full discount.
What if ASDA rejects the refund request?
Check the reason given for the rejection.
ASDA may believe that:
- The item was not charged
- A substitute was supplied
- The product was rejected at the door
- Its records show the item as delivered
- The request duplicates an earlier claim
- More information is required
Review the final receipt and reply with any relevant evidence. Clearly distinguish the missing item from any substitution or unavailable product.
Ask ASDA to review the decision when you remain confident that the item was charged but not received. Keep the original request confirmation and any customer service reference numbers.
When should you contact ASDA customer services?
Contact ASDA directly when:
- The online refund option is unavailable
- A complete bag is missing
- Several items were not delivered
- A high-value item is missing
- The order contains somebody else’s groceries
- The receipt does not match the delivery
- A refund request was rejected
- An approved refund has not appeared
- The same problem happens repeatedly
Only ASDA can check the picking, payment and delivery records for the order.
Frequently asked questions
Why does my ASDA receipt show an item I did not receive?
The item may have been recorded as picked and delivered but accidentally left out of the bags or placed with another order. Report it to ASDA if it appears on the final receipt and no substitute was supplied.
Can I report missing items after the delivery day?
Report the problem as soon as you notice it. ASDA provides a separate refund request route for grocery orders delivered or collected more than five days earlier, but delaying may make the issue harder to investigate.
Do I need the packaging for a missing item claim?
There is no packaging for an item that never arrived. Keep the order receipt and any packaging connected to a wrong, substituted or damaged product.
Should I report each missing item separately?
Follow the options displayed in Your Orders. When a whole bag is absent, explain this clearly and provide a complete list of the affected products rather than submitting unnecessary duplicate claims.
Will the driver return with a forgotten bag?
The driver may be able to return when the bag is found quickly and the route allows it, but this is not guaranteed. Contact ASDA so it can confirm whether the bag will be delivered or refunded.