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Act quickly, document everything, and put the dispute in writing. First ask the furniture seller to cancel the order and refund the charge. If the seller does not fix the problem, contact your credit-card issuer and send a written billing-error notice to the billing-inquiries address shown on your statement or account materials—not the address used for payments. Under the usual Fair Credit Billing Act (FCBA) procedure, the notice should be sent within 60 days after the first statement showing the error was sent.
This guide covers U.S. federal protections for credit-card accounts. It does not establish state contract rights or guarantee a particular issuer’s decision. Keep paying the undisputed portion of your bill while the investigation is pending.
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- Gather the order record: receipt or confirmation, account statement, promised delivery date, delay notices, and cancellation or refund terms.
- Write to the seller: identify the order, explain that the furniture was not delivered as agreed, and request cancellation and a full refund.
- Notify the card issuer: call or use its online dispute channel to open a case, then send the required written notice to the billing-inquiries address on your statement. A phone call alone may not preserve the FCBA procedure.
- Meet the 60-day deadline when possible: count from the date the first statement showing the charge was sent, not from the payment due date.
- Pay everything not in dispute: withholding the disputed amount does not excuse late payment of other charges.
- Track the investigation: the issuer generally must acknowledge the notice within 30 days and resolve it within two billing cycles, no more than 90 days.
A charge for furniture that was never delivered as agreed can be a billing error. The Consumer Financial Protection Bureau describes it this way: “It can be considered a billing error to be charged for a purchase when you did not receive what you ordered or did not accept delivery of the purchased items.”
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Know which dispute path you are using
| Path | When it fits | Timing or conditions | What to do |
|---|---|---|---|
| FCBA billing-error notice | The credit-card charge is for goods not delivered as agreed. | Send written notice within 60 days after the first statement showing the error was sent. A delivery date far in the future can create a timing problem. | Send a detailed notice to the billing-inquiries address and attach the order and delivery evidence. |
| Claims-and-defenses protection | A separate route for certain unresolved seller disputes, including some quality complaints. | Generally, the goods must cost more than $5, the purchase must have been in your home state or within 100 miles of your billing address, you must first make a good-faith effort with the seller, and you must withhold payment. Exceptions apply. | Review the issuer’s instructions and the applicable conditions. Do not treat this route as a substitute for a timely billing-error notice. |
The first path is the central one when furniture never arrived. The second has different eligibility rules and is not automatically available for every non-delivery or quality problem.
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Step 1: Build an evidence file before you call
Put the documents in one folder, and make a dated log for every conversation. The issuer and seller can evaluate a dispute much faster when the chronology is clear.
- Order confirmation, receipt, invoice, or contract.
- The credit-card statement showing the merchant, transaction date, and amount.
- The promised delivery date or delivery window.
- Shipping notices, back-order messages, revised dates, and other delay communications.
- The seller’s cancellation, refund, return, and delivery terms.
- Names or identification numbers for customer-service representatives, plus the date, time, and result of each call.
- Copies of emails, chat transcripts, text messages, photographs of any delivery notice, and your own written requests.
Keep the originals. Send copies with your notice and retain proof that the seller and issuer received your communications.
Step 2: Give the seller a clear chance to refund you
Contact customer service or the retailer’s designated dispute channel in writing. State four facts without speculation: your order number, the furniture purchased, the agreed delivery date, and the fact that delivery did not occur. Ask for cancellation and a refund to the original card. If you still want the furniture, you can instead request a firm replacement commitment, but do not let a new promise prevent you from protecting the dispute deadline.
A practical seller message
Subject: Cancellation and refund request for undelivered orderIn the message, write the order number, transaction date and amount, the promised delivery date, and a concise statement that the furniture was not delivered as agreed. Request written confirmation of cancellation and the date and amount of the refund. Give the seller a reasonable opportunity to respond, but do not wait past the card issuer’s notice deadline. Save the sent message and every reply.
If the seller says the order is delayed, ask for the new date in writing. A delay notice is useful evidence, but it is not itself a refund. If the seller refuses to cancel or stops responding, record that result and move to the issuer.
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Step 3: Open the credit-card dispute correctly
Start by phone or online, then send the formal notice
Call the number on the back of the card or use the issuer’s online dispute function to get the case moving. Ask for the case number and the issuer’s instructions for written billing-error notices. You must also send a written notice to the billing-inquiries address printed on the statement or in the account materials. Do not send it to the payment address unless the issuer specifically identifies that address as the billing-inquiries address.
The written notice should include:
- Your name, mailing address, and account number or the last four digits requested by the issuer.
- The merchant name, transaction date, and exact amount.
- A statement that the furniture was not delivered as agreed and that you are disputing the charge as a billing error.
- The promised delivery date and a short chronology of your attempts to obtain a refund.
- Copies of the order confirmation, statement entry, delivery promise, delay messages, and seller correspondence.
- The remedy you want: removal of the disputed charge and related finance charges, or a refund if you already paid it.
Keep a complete copy and proof of mailing or electronic submission. If you mail it, use a service that gives you a dated receipt and delivery record. If the issuer provides a secure upload portal, save the confirmation page or case message.
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Subject: Billing-error notice — furniture not deliveredAddress the notice to the billing-inquiries department. Identify the account, merchant, transaction date, amount, and promised delivery date. Explain that the goods were not delivered as agreed, list your contacts with the seller, and request correction of the account. Attach copies, not originals, and state how you submitted the notice. The template is a framework; use the exact account and transaction information shown on your records.
Step 4: Protect the 60-day FCBA deadline
The ordinary FCBA window is 60 days after the first statement showing the error was sent. It is not measured from the date you noticed the problem, the date your payment was due, or the date the seller stopped responding.
When the promised delivery date was later
Furniture is sometimes ordered months before the promised delivery date. If the first statement arrived more than 60 days before that date, the non-delivery may only become apparent after the usual window has passed. Federal Trade Commission guidance says you may then be outside the FCBA protection, although some issuers may voluntarily extend the window for delayed shipments. An extension is not guaranteed.
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Send the notice anyway. Explain the original delivery date, attach every delay notice, and ask the issuer whether it will accept the dispute under an extension or another applicable process. Do not wait for the seller to set a new date before writing to the issuer.
Step 5: Pay the undisputed part of the bill
While a qualifying billing-error investigation is pending, you may withhold the disputed amount and related finance charges, but you must pay undisputed charges on time. Continue making at least the required payment for purchases and fees that are not part of the dispute. Mark your payment records so you can show that you complied.
Do not stop paying the entire account merely because one furniture charge is under review. A missed payment on an undisputed balance can create late fees or other account problems unrelated to the delivery dispute.
What the issuer must do after receiving your notice
| Stage | General time limit | What you should do |
|---|---|---|
| Acknowledgment | Generally within 30 days, unless the issuer has already resolved the issue. | Keep the acknowledgment and case number. If nothing arrives, contact the issuer and confirm receipt of your written notice. |
| Investigation and decision | Within two billing cycles, and no more than 90 days. | Respond promptly to requests for documents and keep paying undisputed charges. |
| If the issuer finds the charge correct | The issuer must explain its decision and state how much is owed and when it is due. | Read the letter immediately; it may restart collection activity and set a payment date. |
The issuer may ask for additional documents or the seller’s response. Send legible copies and keep a record of the date and method of every submission. If the issuer relies on documents you have not seen, request copies so you can understand the decision.
If the issuer denies the dispute
A denial is not a reason to ignore the account. Follow the payment instructions in the decision letter and check the deadline for a written appeal. FTC guidance says you may appeal in writing within the payment period given by the issuer or within 10 days after receiving the explanation, whichever is later.
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- Read the stated reason for denial and identify the specific fact the issuer says is missing or inconsistent.
- Send a written response that addresses that reason, with the order, promised date, delay notices, seller refusal, and proof of your earlier notice.
- Ask for copies of the documents used in the decision if they were not included.
- Pay any amount the issuer says is due by the date in its letter unless it corrects the decision.
- If the issuer does not handle the matter properly, submit a complaint to the Consumer Financial Protection Bureau and attach your records and the issuer’s response.
A complaint does not guarantee a refund, but it creates a formal record of the issuer’s handling of the dispute.
Non-delivery is different from a quality complaint
Your strongest FCBA explanation is that the furniture was never delivered as agreed. A complaint that the furniture arrived but was the wrong color, damaged, or otherwise unsatisfactory raises a different issue. FTC guidance distinguishes quality disputes from billing errors.
For some unresolved quality disputes, the separate claims-and-defenses protection may apply when all relevant conditions are met: the goods generally cost more than $5; the purchase occurred in your home state or within 100 miles of the billing address; you first made a good-faith effort to resolve the matter with the seller; and you withhold payment. Exceptions exist, and the conditions do not transfer automatically to every non-delivery billing error. If your situation involves both non-delivery and quality concerns, describe each fact separately and ask the issuer which procedure it is applying.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Credit cards are not the same as other payment methods
The FCBA procedure described here concerns credit cards and other revolving credit accounts. Do not assume the same federal protections automatically apply to a debit card, personal loan, buy-now-pay-later account, bank transfer, cash payment, or other method. Those products can have different dispute rules and deadlines. Contact the provider promptly and ask for its written process, but do not label a non-credit-card transaction an FCBA billing error.
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Ask for the promised refund date and amount in writing. Keep the seller’s confirmation, and check later statements. If the credit does not post, send the issuer the confirmation and explain that the seller acknowledged the refund but did not provide it.
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The merchant keeps changing the delivery date
Save every revised date and send the issuer a chronological list. You can request cancellation instead of accepting indefinite delays. Do not let repeated promises push you beyond the 60-day notice period when you are otherwise able to send notice.
You missed the 60-day window
Send the written notice immediately and explain why the delivery date made the error apparent later. Ask whether the issuer offers an extension or another dispute route. The issuer may decline FCBA treatment, so avoid promising that the charge must be removed.
You sent the letter to the payment address
Send a new notice to the billing-inquiries address shown on the statement and keep proof of both submissions. Tell the issuer that the first notice was misdirected and ask it to use the earlier date if its procedures permit.
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Provide the delivery confirmation, upload receipt, fax confirmation, or other proof. Resend the documents through the method the issuer specifies, and record the new case number.
You already paid the disputed charge
You can still ask the issuer to investigate. State that you are seeking a correction or credit for goods not delivered, and attach the statement and seller communications. Continue paying new, undisputed charges while the issuer reviews the transaction.
A record-keeping checklist
- Mark the date each statement was sent and calculate the 60-day notice date.
- Keep one chronological log of delivery promises, delays, calls, emails, and refunds.
- Use consistent wording: the furniture was not delivered as agreed, the order number, the amount, and the remedy requested.
- Save proof of delivery for the seller request and the issuer notice.
- Store the issuer’s acknowledgment, document requests, decision, and any appeal deadline.
- Separate disputed and undisputed charges in your payment records.
- Keep copies of everything until the account is corrected and no further payment is claimed.
Bottom line
Ask the seller in writing for cancellation and a refund, then send a complete billing-error notice to your credit-card issuer’s billing-inquiries address as soon as possible. The usual FCBA deadline is 60 days after the first statement showing the error was sent, even when the promised delivery date comes later. Include the order and delivery evidence, pay the rest of the bill on time, and follow every date in the issuer’s acknowledgment or decision. If the issuer denies the claim, appeal in writing within the stated period and consider a CFPB complaint.
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