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Start with the seller, not the tracking page: save the order details, tell the seller exactly what happened, and ask for a concrete resolution. If a seller has not shipped on time, federal rules generally give you a choice to accept a delay or cancel for a full refund on covered orders. If USPS says a package was delivered but you cannot find it, check likely drop-off locations and follow USPS’s process for eligible items. If the seller does not fix the problem, contact your payment issuer promptly—the options and deadlines differ for credit and debit cards.

First, identify what went wrong

These problems can look alike in an order history, but they involve different responsibilities. A seller’s shipping obligation is about whether it shipped the merchandise within the time it promised. A carrier’s tracking scan is information about handling or delivery. A payment dispute concerns a charge and the procedures of the card issuer or bank. A delivered scan does not, by itself, settle whether the seller met its obligations to you.

Before taking action, identify which of these situations fits:

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  • No shipment by the promised time: the seller has not shipped, or has told you it cannot ship by the stated date.
  • The seller cancelled the order: confirm whether the payment was refunded, rather than assuming cancellation automatically means the money has returned.
  • Tracking says delivered, but there is no package: check the likely delivery locations and use the relevant carrier’s current instructions.
  • You were charged and the issue remains unresolved: contact the seller and then ask your payment issuer about its dispute process.

Preserve the order record before contacting support

Keep the information that shows what you ordered, what the seller promised, what happened, and what you did to resolve it. The FTC advises consumers to retain order and seller communications when pursuing an undelivered-order problem. Save:

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  • the order confirmation, receipt, and product and seller details;
  • the promised shipping or delivery date, if one was stated;
  • the tracking number and tracking history;
  • any delay or cancellation notice;
  • messages with the seller and any response or case number; and
  • the payment record, including any refund or store-credit offer.

Keep copies or screenshots in a place you can access even if the order page changes. These records let you explain the original promise and the later events clearly to the seller or, if necessary, your payment issuer. The FTC’s guidance on online orders that never arrive also recommends contacting the seller first and keeping relevant records.

If the seller has not shipped by the promised time

Check whether the issue is a missed shipping promise

For most orders covered by the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, a seller must ship within the time it represented. If it did not state a shipping time, the general deadline is 30 days after the order. The rule concerns shipment timing; it does not mean every missed carrier delivery estimate automatically gives you the same cancellation right. Coverage depends on the transaction, so do not assume every purchase is covered. See the FTC’s rule overview and consumer guidance on billing for merchandise you never received.

Ask the seller to ship, or choose whether to wait

Contact the seller through its official support channel. Give the order number and state whether there has been no shipment by the promised time or the seller has notified you of a delay. Ask for a specific answer: when it will ship, whether you can accept the revised timing, or how to cancel and receive a refund.

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When a covered seller cannot ship on time, it generally must notify you and offer the choice of agreeing to a delay or cancelling for a full refund. You do not have to accept the revised date if you prefer to cancel. If you agree to wait, keep the revised date and your agreement in writing so you can refer to them later.

Do not treat store credit as the required refund

If the seller cannot ship and you cancel under the covered-order rule, the seller must refund rather than resolve that obligation solely with store credit. If support offers only credit, reply in writing that you are requesting the refund applicable to the cancelled order and keep the response. The FTC’s rule and consumer guidance describe the delay, cancellation, and refund options; they do not establish that every transaction or payment arrangement follows an identical refund timetable.

If the seller cancelled the order

Verify the refund, not just the cancellation status

Save the cancellation notice and check the payment account used for the purchase to see whether a refund has actually been processed. A cancellation message and a completed refund are separate things. If no refund appears, contact the seller through its official channel with the order number, cancellation date, and payment record. Ask whether the refund was initiated and how it will be returned. Do not assume a particular number of days for the money to appear: timing can vary by payment arrangement.

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Escalate an unresolved charge

If the seller does not resolve a charge for merchandise you did not receive, ask the issuer of the card or the bank that handles the payment how to dispute it. Keep the cancellation notice, seller correspondence, and account statement together. Use the issuer’s instructions and deadlines rather than waiting for further informal promises from the seller.

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If tracking says delivered but you cannot find the package

Check the immediate surroundings and other recipients

For a USPS delivery, first check the porch, garage, mailbox, and any parcel locker, along with sheltered or less visible spots where a carrier may have left the item. Ask household members whether they brought it inside, and check with apartment or condominium management. USPS notes that a package may be placed in a safer location or may arrive separately from regular mail. Its “Where is my package?” tracking-status guidance describes these checks for a package showing delivered that cannot be found.

Use the USPS service-request path when eligible

If the package is still missing more than one postal business day after the delivered scan, USPS says you can submit a service request to the local Post Office for eligible items. Contact the seller as well: describe the missing package, provide the tracking number, and ask whether it will investigate, replace the item, or refund you. Keep the seller’s response and any USPS service-request details. The carrier inquiry and the seller resolution are separate routes; do not assume that opening one automatically resolves the other.

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Do not apply USPS timing to another carrier

The more-than-one-postal-business-day guidance is specific to USPS eligible items. If a different carrier handled the order, check that carrier’s current tracking and missing-delivery instructions instead of applying USPS’s timeline. In either case, tell the seller that the scan says delivered but you cannot locate the package, and ask what resolution it will offer.

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If USPS mail is late or appears lost

USPS uses “missing mail” for mail not delivered by its expected date, including items that are undelivered, lost, or late. This is a different situation from the delivered-scan problem above: a missing-mail search request and a service request for an eligible delivered scan have separate procedures.

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Start a Missing Mail search at the applicable time

USPS says a Missing Mail search request can be started seven days from mailing. That is a USPS search-request timing rule, not a general waiting period for every carrier or every package showing delivered. Follow the current USPS Missing Mail instructions for the item and its status.

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Check who can file a claim

Claims depend on the USPS service used, and the sender may need to be the person who submits one. Ask the seller or sender to take the claim step when required. A search request is not the same as a claim, so check the applicable service and requester requirements rather than treating one filing as both.

If the seller does not fix the charge

Credit card: act within the billing-error window

Certain credit-card charges for goods not delivered as agreed may qualify as billing errors. For the billing-error process described by the FTC, the dispute generally must be sent in writing within 60 days after the first statement showing the error. Contact the card issuer promptly, follow its instructions for written notice, and include enough order and seller records to identify the charge and explain the non-delivery. The FTC notes that some issuers may extend the period in delayed-shipment situations, but you should not rely on an extension; send supporting records as soon as possible. The FTC explains the process in its billing-error guidance.

Debit card: ask the bank what protection applies

Debit-card protections are different from credit-card billing-error procedures. If you paid by debit card, contact the bank or card issuer quickly, explain that the merchandise was not received or the order was cancelled without a refund, and ask which dispute procedure and deadline apply. Do not assume that the credit-card 60-day billing-error rule applies to a debit-card transaction. The FTC’s online-order guidance likewise advises consumers to contact the bank or issuer promptly about debit-card protections.

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Report suspected fraud as an additional step

If the seller appears fraudulent or has stopped responding, you can report suspected fraud at ReportFraud.ftc.gov. Reporting is an additional route; it does not replace contacting the seller about a resolution or contacting your payment issuer about a charge dispute.

A practical contact message

Use the details that match your case and avoid describing a carrier scan as proof that the seller has resolved the order:

  • For a delay: “Order [number] has not shipped by the stated shipping date. Please confirm the shipping date, or tell me how to cancel for a refund.”
  • For a cancellation: “Order [number] was cancelled on [date]. I do not see a refund for the charge. Please confirm whether it was processed and how it will be returned.”
  • For a delivered scan with no package: “Tracking for order [number] shows delivered, but I cannot locate the package. I checked [locations]. Please investigate and tell me whether you will replace the item or refund the charge.”

Send the message through the seller’s official support channel and retain a copy. If the seller does not resolve the issue, use the relevant next route above: the USPS process for an eligible USPS item, or the payment issuer’s dispute process for an unresolved charge.

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.

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