If a sale order is late, canceled, or arrives damaged, save the order and payment records, contact the seller promptly with the remedy you want, and follow the right escalation path for the problem. For most U.S. online, mail, or phone merchandise orders, a seller generally must ship by its promised date—or within 30 days if it gave no timeframe—and offer you the choice to accept a delay or cancel for a prompt refund if it cannot ship on time. Damage and sale-item returns depend more on the seller’s terms, warranty, and applicable law.
What to do first when a sale order goes wrong
- Save the evidence. Keep the order confirmation, advertised delivery estimate, tracking updates, cancellation or delay notices, receipt, payment statement, seller and marketplace messages, and return instructions. If the item arrived damaged, photograph its condition and keep relevant packaging while you contact the seller.
- Contact the seller promptly. Use a written channel where possible. Include your order number, explain whether the issue is a delay, cancellation, or damage, and state the outcome you want: a revised delivery date, refund, replacement, repair, or another offered resolution. Save copies and note when you contacted the seller and whom you spoke with. The FTC advises contacting the seller first about product-quality problems.
- Check any platform deadline. If you bought through a marketplace, review its buyer-protection instructions and claim window at the same time. Keep the platform’s directions and messages; do not assume a marketplace process replaces your rights under applicable law.
The FTC recommends collecting records such as receipts, statements, warranties, and invoices before trying to resolve a problem with a business. See the FTC guide to solving customer problems.
What to do if your online order is delayed
For most merchandise ordered online, by mail, or by phone, the FTC Mail, Internet, or Telephone Order Merchandise Rule requires the seller to have a reasonable basis for its shipping estimate and ship within the timeframe it promised. If it stated no timeframe, the general deadline is 30 days. If the seller cannot meet the applicable deadline, it generally must notify you and give you the choice to agree to a delay or cancel for a prompt refund for unshipped merchandise.
The FTC’s Consumer Advice page puts the choice plainly: “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’s guidance on items you never got or did not order. The rule covers most orders in these channels, but unusual transactions may not be treated identically.
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Choose whether to wait or cancel
Before accepting a delay, consider how certain the new ship date is, whether you need the item by a particular date, and whether the seller has actually shipped it. If you prefer not to wait, tell the seller clearly that you are canceling and request a refund for the unshipped merchandise and related charges you paid for it. If you accept a delay, keep the revised estimate and your consent in writing.
What to do if the seller cancels your order
If the seller cancels an unshipped order covered by the FTC rule, it must refund the amount for the unshipped merchandise; that can include shipping and related costs tendered for it. The rule calls for a prompt refund, but the timing depends on the payment method and whether the seller itself was the creditor. The FTC business guide explains that many covered refunds are due within seven working days, while seller-credit accounts follow a billing-cycle rule. Your bank’s posting date may differ, so do not treat a specific deposit date as guaranteed.
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Check the payment account or statement to confirm that the credit appears. If it does not, contact the seller with the cancellation notice and payment records; then contact the payment issuer if the seller does not resolve it. See the FTC business guide to the merchandise rule for its notice and refund requirements.
What to do if a sale item arrives damaged
Contact the seller promptly and ask for a specific remedy, such as a replacement, repair, or refund. Before sending the item back, ask for return instructions and confirm who pays shipping. Follow the seller’s stated return process or any applicable manufacturer warranty, and keep proof of shipment if you return it.
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There is no single federal return window established here for every damaged item. The retailer’s policy and applicable law determine the available remedy, and sale or clearance terms may differ from ordinary merchandise. Check the terms that applied to your purchase rather than assuming a sale item has the same return rights as a regular-price item. A manufacturer warranty or state law may also matter, depending on the product and where you live. The FTC’s customer-problem guidance explains how to gather records and approach a business.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to dispute a charge for an item you never received
For a qualifying credit-card billing error involving goods not accepted or not delivered as agreed, the federal Fair Credit Billing Act process generally requires written notice to the issuer within 60 days after it sent the first statement containing the error. This is a deadline for the buyer’s billing-error notice, not the seller’s shipping deadline. Use the issuer’s billing-dispute address, which may differ from its payment address. Send copies—not originals—of supporting records and keep a copy of the notice. A call or online submission can alert the issuer, but the FTC recommends written notice to protect FCBA rights. Read the FTC guide to disputing credit-card charges.
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A product-quality or damage complaint is not automatically the same as a billing error for non-delivery. For a defective or incorrect product, CFPB guidance recommends contacting the seller first and then asking the card issuer about a charge dispute if the seller does not resolve the issue. Contact the issuer quickly and follow its instructions rather than assuming the billing-error route covers every damage claim. See the CFPB guidance on problems with credit-card purchases.
If you paid with a debit card
Debit-card protections differ from credit-card protections, and you may not have the same federal remedy for non-delivery. Contact your debit-card issuer promptly and ask what process and deadlines apply to your transaction.
Quick Recap
Where to escalate if the seller does not resolve it
- Payment issuer: Ask whether your issue qualifies for a billing-error notice or another dispute process, and follow the issuer’s deadlines and submission instructions.
- Marketplace: Use its buyer-protection process promptly and preserve the platform’s notices, claim instructions, and communications.
- Consumer-protection agencies: If you suspect dishonest conduct, report it at ReportFraud.ftc.gov. Your state consumer-protection office may also help with a business complaint; find it through the USA.gov directory of state consumer-protection offices.
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.
