Thanks Blacknight for the diagram, very helpful.

The domain was registered with a large uk reseller.

The client cancelled their package with the reseller when they moved hosting to us, and because the package was cancelled the domain was deleted when it expired. We have managed to get this much information after several calls to the reseller.

I have never had this from the many hosting companies I have used in the past. Whenever I have moved hosting I always get a reminder about the domain if I have it registered with them.

Are there any rules about this from ICANN, I know this resellers registrar has a redemption period, but they say to contact the reseller directly.