If an online order is cancelled, late, marked delivered but missing, or arrives with the wrong goods, first identify exactly what went wrong, save the relevant records, and contact the seller in writing with the remedy you want. If the seller does not resolve it, ask your card issuer or payment provider promptly about its dispute process and deadline. The legal rules below are specific to the United States and United Kingdom; your location, the seller, the marketplace, and payment method can change your options.
What to do first when an online order goes wrong
- Identify the problem. Check whether the seller cancelled the order, the delivery date has passed, tracking says delivered but you have not received it, or the parcel contains the wrong item or quantity. Review the order page, promised date, tracking, and any cancellation or refund confirmation.
- Save your records. Keep the order confirmation, product listing or description, promised delivery date, tracking information, seller messages, and payment statement. Photograph incorrect goods and packaging when relevant. For calls, record the date, the person you spoke with, and what was agreed.
- Write to the seller. Use the seller’s or marketplace’s official contact route. Include your order number, a concise description of the problem, the remedy you want—such as delivery, a replacement, or a refund—and a reasonable date for a response. Keep the seller’s reply and confirmation; an order-status label alone does not prove a refund or cancellation has been completed.
- Escalate if needed. If the seller does not resolve the issue, contact your card issuer or payment provider promptly and ask which dispute route and deadline apply. If you suspect a scam, report it to the appropriate consumer-protection authority in your country. Keep your account factual and provide the supporting records.
- Check the rules where you live. Rights and deadlines can depend on jurisdiction, whether the seller is a business or private individual, the product, marketplace terms, and payment method. Do not assume a U.S. or UK deadline applies elsewhere.
What if an online order never arrives?
Report non-delivery to the seller promptly, even if tracking says “delivered.” Include the tracking details and explain that you have not received the parcel. Save a screenshot of the tracking and order page, and ask the seller to investigate and state whether it will send the order or refund you. A delivery scan is useful evidence, but it does not by itself settle what happened.
U.S. shipping-delay guidance
For U.S. mail, internet, and telephone orders, the Federal Trade Commission says sellers must ship by the time stated in their offer or advertisements. If they did not state a shipping date, FTC guidance describes a 30-day period from the order date. When the seller cannot meet the applicable date, it must notify the buyer and provide an opportunity to cancel for a full refund; the seller’s notice and the buyer’s response matter. The FTC summarizes the requirement this way: “If they don’t ship then, they have to tell you (and give you a chance to cancel and get a full refund).” See the FTC’s “What to do if your online order never arrives” (December 2022).
Contact the seller first. If the order remains undelivered and the charge is on a credit card, the FTC says to dispute the charge. If you paid by debit card, ask your bank or credit union whether it can help. The FTC’s 30-day default applies only when the seller did not state a shipping date; it is not a universal delivery estimate or a worldwide rule.
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UK delivery and non-delivery
GOV.UK says goods should be delivered within 30 days unless you and the seller agreed otherwise. Under the Consumer Rights Act 2015, delivery should occur by the agreed time or, if no time was agreed, within the statutory period. Where the legal conditions are met, you can set an appropriate additional period; if delivery still does not happen, you may be able to treat the contract as ended and receive reimbursement without undue delay. A late parcel does not automatically give every buyer an immediate right to cancel. Check the GOV.UK guidance on accepting returns and giving refunds and the Consumer Rights Act 2015, section 28.
What if the order arrives but it is the wrong item or incomplete?
Compare the parcel with the order confirmation and product description. Photograph the item, packaging, and any packing slip, then write to the seller with the order number and a clear list of what is wrong or missing. Say whether you want the correct goods, a replacement, or a refund, and ask how the seller wants the incorrect item returned. Keep return instructions and proof of any return shipment.
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If the seller does not fix the problem, ask your payment provider whether the circumstances qualify for a dispute and what records it needs. For a U.S. credit-card purchase, CFPB guidance says a charge for an item not received or delivery not accepted can fall under a billing-error process; the precise route depends on the facts and the issuer’s procedures. Do not assume the same rules apply to debit cards or third-party payment services.
Can I cancel an order and get a full refund?
If the seller cancels
Ask the seller to confirm in writing that the order is cancelled and whether and when the payment will be refunded. Check the payment account or statement for the refund, and keep the confirmation. If the order was not delivered as promised, the applicable shipping-delay rules may give you a cancellation and refund option, but the details depend on the jurisdiction and the seller’s notice.
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If you want to cancel after delivery in the UK
For covered UK distance sales, GOV.UK says you can cancel up to 14 days after delivery without giving a reason. If you notify the seller within that period, you generally have a further 14 days to return the goods. The seller must refund within 14 days after receiving the returned item and refund standard delivery cost. Exclusions include certain travel tickets and financial services, and the rules for a delivered item are distinct from remedies for non-delivery. See GOV.UK’s online and distance selling guidance and returns and refunds guidance.
These UK cancellation rights are not a general rule for buyers in other countries. The product category, seller type, and terms of the purchase can also matter.
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Can a credit-card dispute help?
United States: billing-error notice
The Consumer Financial Protection Bureau recommends asking the seller to refund the money or undo the charge first. If that does not solve the problem, contact the credit-card company and ask whether you can dispute the charge. For the billing-error route described by the CFPB, send a notice within 60 days after the charge appears on your statement. Read the CFPB’s credit-card billing-error guidance for the process and details.
The CFPB also describes a separate, limited right to withhold an unpaid balance when specific conditions are met: you made a good-faith attempt to resolve the issue with the seller, the purchase was made in your home state or within 100 miles, the price was more than $50, it was paid for by credit card, and a balance remains unpaid. These conditions do not describe every dispute and should not be treated as protection for debit cards or third-party buy-now-pay-later services.
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Debit cards and other payment services
Ask the bank, card issuer, or payment service that handled the transaction about its own dispute route and time limit. The FTC specifically advises debit-card buyers to ask their bank or credit union whether it can help with an undelivered order. Do not assume a provider’s process or protections match the U.S. credit-card billing-error procedure.
Which route should you use?
| Route | Who can act | Useful records | What it may do | Timing |
|---|---|---|---|---|
| Seller or marketplace request | The seller can arrange delivery, replacement, cancellation, or refund; a marketplace may have its own complaint process. | Order number, listing, promised date, tracking, photos, messages, and payment record. | Seek the practical fix directly from the party responsible for the order. | Ask for a reasonable response date. No universal seller-response deadline is established here; check the contract, platform terms, and local rules. |
| Payment-provider dispute | Your credit-card issuer, bank, or payment service decides whether the transaction can be disputed under its process. | Seller correspondence, order and delivery details, tracking, photos, and statement entry. | May seek a charge reversal or other payment remedy; it does not itself deliver a replacement. | Deadlines vary by provider and claim. The CFPB’s U.S. billing-error guidance describes a 60-day notice period from when the charge appears on the statement. |
| Consumer-protection report | The relevant public authority in your location can receive a complaint or investigate potential misconduct. | Order records, seller identity, correspondence, and payment evidence. | Report suspected scams or broader consumer-protection concerns; a report is not the same as a guaranteed individual refund. | Use the local authority’s current instructions; no general deadline is established here. |
What to include in your message to the seller
A short, specific written request makes it easier to track what was promised and to provide a clear record if you later contact a payment provider.
- Order number and date.
- The promised delivery date or the exact item/quantity that is missing or incorrect.
- What you have checked, including relevant tracking status.
- The remedy you are requesting: delivery, replacement, cancellation, or refund.
- A reasonable date for a written response.
- Attachments that support your account, such as photographs or tracking screenshots.
Why the answer depends on your location and payment method
The U.S. FTC and CFPB guidance above concerns U.S. rules and procedures; the GOV.UK material concerns covered UK sales. Elsewhere, local consumer law may set different delivery, cancellation, and refund rights. The result can also change depending on whether you bought from a business or a private seller, whether a marketplace was involved, what kind of item you ordered, what delivery terms were agreed, and whether you paid by credit card, debit card, or a third-party service. Before relying on a deadline, check the current rule with the relevant consumer authority and the dispute terms of the provider you used.
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