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Start by saving the order confirmation, promised delivery date, payment record, tracking details, seller notices, messages, and (for damage) photographs of the item and packaging. Then contact the seller or marketplace through the transaction’s official channel, explain what happened, and state the remedy you want: a full refund, replacement, repair, or another resolution.
For most covered mail, internet, and telephone orders, a seller must ship by the promised time. If no shipping time was stated, the general federal rule is 30 days. A shipping delay requires notice and a choice to accept the new date or cancel for a full refund. A seller that cannot fill an order should notify you and promptly refund your payment. Damage claims are more dependent on the seller’s terms, marketplace protection, payment method, product type, and applicable state law.
First, identify which problem you have
The remedy and deadline depend on whether the seller failed to ship, the package never arrived, or the goods arrived damaged. Use this comparison before deciding what to ask for.
| Situation | What happened | Most useful first request | Important qualification |
|---|---|---|---|
| Seller cancellation | The seller says it cannot fill the order or cancels before shipment. | Refund to the original payment method. | A seller’s inability-to-ship cancellation is different from a buyer changing their mind. |
| Delay or non-delivery | The promised shipping date passed, or tracking shows no delivery. | Accept a specific revised date or cancel for a full refund. | For most covered orders, no stated shipping time generally means 30 days. |
| Delivered damaged | The package arrived, but the item or packaging is damaged or the goods do not match the agreement. | Refund, replacement, repair, or another remedy you will accept. | There is no universal federal damaged-goods refund promise in the guidance cited here; policy and marketplace deadlines matter. |
The federal shipping rule is clearest for shipment timing and non-delivery. Read the transaction’s return, warranty, and buyer-protection terms separately, especially for damaged goods.
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Preserve evidence before you contact anyone
A clean record makes it easier for a seller, marketplace, card issuer, or government office to understand the dispute. Keep copies rather than relying on an account page that could later change.
- Save the order confirmation, invoice, product listing, description, advertised condition, and promised shipping or delivery date.
- Keep the cancellation, delay, or delivery notices, tracking history, payment statement, and every seller or marketplace message.
- For damage, photograph the shipping label, outer box, inner packaging, packing material, and each damaged part before discarding, repairing, or returning anything.
- Write down the date, representative’s name or channel, what was promised, and any claim, return, or dispute deadline. Save chat transcripts and screenshots.
The Federal Trade Commission (FTC) recommends collecting purchase records and preserving communications. Its guidance is available in Solving Problems With a Business: Returns, Refunds, and Other Resolutions and Shopping online? Here’s what to do when things go wrong.
If the seller cancelled the order
Check whether the cancellation was the seller’s decision
A seller that decides it cannot fill an order should notify you and promptly refund the payment. The FTC’s business guidance on the Mail, Internet, or Telephone Order Merchandise Rule explains this cancellation and refund context at Business Guide to the FTC’s Mail, Internet, or Telephone Order Merchandise Rule.
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Verify the money was returned
- Check the original payment account for a reversal or refund, not just an email saying one was issued.
- If the charge remains, write to the seller through its official support channel. Include the order number, cancellation date, amount, and the words “Please refund the payment to the original payment method.”
- Set a personal follow-up date and keep the seller’s response. If the seller does not resolve a charge for goods it did not deliver, contact your card issuer or bank promptly about its dispute process.
A store credit or coupon is not automatically equivalent to a refund. If you would accept credit instead, state that clearly; otherwise request the payment reversal you want.
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If shipment is delayed or the order never arrives
Apply the promised-date rule
For most covered orders, the seller must ship within the time it promised. If it gave no shipping time, the FTC says the general rule is 30 days from the order. The rule concerns covered merchandise orders; it should not be generalized to every service, transaction, or product arrangement.
The FTC states: “If there’s a delay shipping your order, the seller has to tell you and give you the choice of either agreeing to the delay or canceling your order for a full refund.” Read the FTC explanation in What To Do if You’re Billed for Things You Never Got, or You Get Unordered Products.
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- Ask for the revised shipping date, not merely an estimate such as “soon.”
- Choose one remedy: accept that specific date or cancel for a full refund.
- Send your choice through the seller’s official channel and save the confirmation.
- If you accept a new date and it passes, refer to your earlier message and request cancellation and a refund.
A seller’s ordinary sale-item return policy does not erase the shipping-delay rule. Keep shipping deadlines separate from the deadline for returning an item after delivery.
When tracking says delivered but you have nothing
- Check the tracking scan, delivery photograph, parcel locker, front desk, household members, and nearby safe locations.
- Contact the seller or marketplace as soon as possible and report non-delivery through the transaction record.
- Ask what investigation, replacement, or refund process applies and record the case number.
- Watch your payment-dispute deadline while the seller investigates. Do not let an open support ticket cause you to miss a deadline with your card issuer.
If the seller does not fix a credit-card purchase that was never delivered, the FTC says the charge may qualify as a billing error. Whether it does depends on the facts.
If the item arrived damaged
Document the condition immediately
Photograph the unopened package if possible, then the shipping label, all sides of the box, internal cushioning, and the product’s damage. Keep the packaging until the seller, carrier, or marketplace gives return instructions. Do not throw away parts that may be needed to inspect the claim.
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Use the transaction’s official claim route
- Open the order in the seller’s or marketplace’s website or app and select its return, damaged-item, or buyer-protection process.
- Provide the order number, delivery date, concise description of the damage, and clear photographs.
- State the remedy you want: refund, replacement, repair, or another acceptable resolution.
- Ask who pays return shipping, whether a label will be provided, how the item must be packed, and the deadline for sending it.
- Keep the claim number, submitted images, messages, and tracking proof if you return the item.
Marketplace protections vary and can have short claim windows. The FTC discusses checking marketplace terms and contacting the seller in Buying From an Online Marketplace.
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The federal guidance cited here establishes shipping-delay and non-delivery rules, not a single refund or replacement entitlement for every damaged delivery. The seller’s written policy, manufacturer warranty, marketplace terms, carrier process, product category, and state law may control. The FTC’s problem-resolution guidance says to check the seller’s policy and, when appropriate, contact the manufacturer after following the seller’s process.
If the seller offers store credit, compare it with the remedy you requested and say whether you accept it. Do not describe credit as a cash refund unless the seller confirms that the original payment will be reversed.
Use the payment method carefully
Credit cards
For qualifying charges involving goods not delivered as agreed, the FTC says a consumer generally must dispute the billing error in writing within 60 days after the first statement containing the error was sent. Send the dispute to the address designated for billing-error notices, which may differ from the payment address, and retain proof of delivery. The issuer may have an online or telephone intake process, but follow its instructions for the required written notice.
This 60-day rule is not a guarantee that every dispute succeeds. Non-delivery is different from dissatisfaction with quality, and the facts and documentation matter. Contact the issuer promptly even if you are still communicating with the seller.
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Debit cards
Debit-card protections and procedures differ from credit-card billing-error rules. Contact the bank or card issuer promptly, explain that the merchandise was cancelled, not delivered, or arrived damaged, and ask what dispute process and deadline apply. Do not assume the credit-card 60-day rule or remedy applies identically.
Other payment services
For a wallet, bank transfer, buy-now-pay-later account, or other payment service, check that provider’s specific dispute window. Save the seller’s cancellation or non-delivery notice and your evidence before opening a claim, because the provider may ask for both.
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Marketplace dispute
If you bought through a marketplace, use its internal dispute or buyer-protection route before the stated deadline. Upload the order record, seller messages, photographs, tracking history, and the remedy you requested. Keep communicating inside the platform so there is a verifiable record.
Government complaint channels
USAGov’s Where to file a complaint about an online purchase page, last updated November 13, 2025, identifies appropriate channels. Depending on the problem, you can contact your state consumer-protection office or attorney general, report scams or suspicious communications to the FTC, or use econsumer.gov for a purchase from an overseas seller.
The FTC generally does not resolve an individual refund dispute, but reports can help it identify patterns. Online shopping scams were the second-most reported type of scam to the FTC in 2022; that statistic does not mean they were second by dollar loss or across every reporting agency.
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Recognize a scam during “resolution”
- Do not pay an extra fee to unlock a refund or replacement.
- Do not provide a one-time security code or remote access to someone claiming to be support.
- Verify support contact details from the original order or marketplace, not from an unexpected message.
- Report suspicious communications to the FTC and contact your payment provider quickly.
Message templates you can adapt
Delay or non-delivery
Order [order number] was promised for shipment by [date] and has not shipped/arrived. Please provide the firm revised shipping date, or cancel the order and refund the full amount to my original payment method. Please confirm in writing.
Seller cancellation with no refund
You cancelled order [order number] on [date] because you could not fill it. The charge of [amount] remains on my account. Please refund it to the original payment method and confirm the refund date.
Damaged delivery
Order [order number] was delivered on [date] with [brief damage]. I have attached photographs of the item, shipping label, and packaging. I request [refund/replacement/repair]. Please provide the claim deadline and return instructions, including who pays return shipping.
Common mistakes that weaken a claim
- Waiting until a marketplace or payment-dispute deadline has nearly expired.
- Discarding the box or repairing the item before photographing it and receiving instructions.
- Accepting a revised delivery date without recording the new date.
- Assuming a seller’s return window is the same as a payment-card dispute deadline.
- Calling a quality complaint a non-delivery billing error when the goods did arrive.
- Sending angry, unfocused messages instead of stating the order number, facts, deadline, and requested remedy.
Frequently Asked Questions
What if the seller cancelled but says the payment was only an authorization?
Check whether the amount is pending or posted. Ask the seller when the authorization will be released, then monitor the account. If a posted charge remains after cancellation and no refund arrives, contact the payment provider promptly.
Can I demand a replacement for a damaged item?
Not universally. Request a replacement, but check the seller’s policy, marketplace protection, warranty, and claim deadline. The sources cited do not establish one nationwide replacement right for every damaged delivery.
What if the seller is outside the United States?
Use the marketplace and payment-provider process first, preserve all records, and consider filing through econsumer.gov. The seller’s country and the transaction terms can affect available remedies.
Should I accept store credit instead of a refund?
Only if it suits you. Ask whether the credit expires, can be used for shipping or taxes, and resolves the claim completely. If you want money returned to the original payment method, say so explicitly.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
