Short answer: For a U.S. credit-card purchase that never arrived, save the first statement showing the charge, the order confirmation, the promised delivery date, the complete tracking history, and your written exchanges with the seller. Then send a written billing dispute to the card issuer as soon as possible.

The deadline most often controlling the federal process usually isn't the quoted "120 days." For a qualifying billing error under the Fair Credit Billing Act (FCBA), written notice generally must be sent within 60 days after the statement containing the error was sent. A card network, bank, PayPal, or eBay can apply a separate deadline or evidence requirement.

The steps below concern U.S. consumer purchases made with credit cards. Debit cards, prepaid cards, bank transfers, and cryptocurrency use different procedures.

What counts as non-delivery?

A non-delivery problem may involve:

• The merchant never shipped the product.
• The product wasn't delivered by the agreed date or within the promised delivery period.
• Tracking shows a shipment failure, such as a label with no carrier acceptance scan or a parcel returned to the seller.
• The seller promised a refund after the failed order, but the credit never appeared.

A damaged, counterfeit, incomplete, or materially different product usually belongs in a different dispute category. Describe what actually happened rather than labeling every bad order "non-delivery."

A delivery scan doesn't automatically resolve the issue either. Check the address, date, time, signature, photo, and carrier details. A scan showing delivery to the wrong address may support the buyer's position.

Which rule controls the dispute?

"Chargeback" can refer to more than one process. Start by identifying who appears on the card statement and which payment method was used.

Visa and Mastercard are payment networks, not the bank that issued your card. The issuer normally takes the dispute, requests information, and tells you which network rules apply. A 120-day period may appear in some network or issuer workflows, but it isn't a universal U.S. legal deadline. It may also be measured from the expected delivery date or another event.

The U.S. credit-card deadline

For a qualifying billing error involving goods or services that weren't delivered as agreed, the FCBA generally requires written notice within 60 days after the first statement containing the error was sent. The Federal Trade Commission's guidance on credit-card billing errors describes the basic procedure.

Include enough information for the issuer to identify the transaction:

• Your name and account, usually using the last four digits instead of the full card number.
• The merchant name and transaction date.
• The amount in dispute.
• A direct statement that the goods weren't delivered as agreed.
• The promised delivery date or delivery window.
• Copies of the documents supporting your account.

Check the statement for the issuer's billing-inquiries address. It may be different from the address used for payments. Follow the issuer's stated submission method, and keep proof that you sent the dispute. For a mailed letter, retain delivery confirmation. For an online submission, save the receipt or confirmation number.

The issuer generally must acknowledge a written dispute within 30 days unless it resolves the issue sooner. It must generally investigate and resolve the dispute within two billing cycles, and no later than 90 days after receiving the letter.

During the investigation, the FTC says you don't have to pay the disputed amount or related finance and other charges. Keep paying the undisputed portion of the bill and follow the issuer's instructions so unrelated charges don't become delinquent.

Some issuers may extend the 60-day period when a shipment is delayed. That isn't an automatic extension. Ask the issuer about it, but file as soon as you reasonably can rather than waiting for the seller to make another promise.

Evidence buyers should collect

A reviewer should be able to answer four basic questions from your documents:

1. What was purchased?
2. What delivery promise was made?
3. What happened after the order?
4. What did the buyer do to resolve the problem?

A tracking number isn't proof of delivery by itself. A label-creation entry may show only that the seller prepared a label. A "delivered" scan can also be incomplete if the address, signature, photo, or location conflicts with the order.

A simple timeline

Keep the wording factual. "The seller stole my money" is an accusation. "Delivery was promised by June 10, tracking has shown 'label created' since June 3, and the seller hasn't answered two messages" gives the issuer specific facts to check.

When tracking says "delivered" but you received nothing

Examine the delivery record before submitting a dispute that says only "delivered."

1. Compare the full delivery address with the address on the order. A matching ZIP code isn't enough.
2. Check the date and time against the promised delivery terms and your building or mailroom records.
3. Look for a signature, delivery photo, locker location, neighbor note, or mailroom notation.
4. Ask the carrier to investigate and confirm where the parcel was left.
5. Ask the merchant to open a carrier claim and explain the proposed resolution.
6. Save the responses. Point out a wrong address, an unfamiliar signature, or a photo showing another location.

A carrier scan can be strong evidence for a merchant, but it isn't conclusive in every case. Explain the precise discrepancy instead of arguing generally that the tracking is false.

A package correctly delivered to your address and later stolen may be treated differently from a package that was never delivered. Report the facts accurately and ask the merchant, carrier, platform, or issuer which process fits the situation.

How to file the dispute

1. Identify the payment method

Look at the statement descriptor. The charge may show the merchant, PayPal, eBay, or another intermediary rather than the name on the product page. That distinction tells you where to begin.

2. Contact the seller in writing

Give the order number, promised delivery date, current tracking status, and the remedy you want. Ask for a refund or a specific delivery solution. The exchange may resolve the issue, and it creates a record of your efforts.

Don't let repeated promises push you past the issuer's deadline.

3. Put the strongest evidence first

A short, organized packet is easier to review than a long folder of unrelated files. Lead with:

• The timeline.
• The statement showing the charge.
• The order confirmation and delivery promise.
• The complete tracking history.
• Seller and carrier communications.
• PayPal or marketplace case records, if applicable.

Redact passwords, unnecessary personal information, and all but the last four digits of the card number. Use only the issuer's official portal or the submission address and method listed by the issuer.

4. Send written notice to the card issuer

You can call first to ask about the procedure, but the FTC advises following up with written notice. Say that the goods weren't delivered as agreed and describe the events in date order.

A short letter can look like this:

I am disputing a charge of $[amount] from [merchant] posted on [date]. The order was for [item], with delivery promised by [date], but it wasn't delivered as agreed. I contacted the merchant on [dates], and the response was [brief description]. I have attached the order confirmation, statement, tracking history, and communications. Please investigate this billing error and tell me what additional information you need.

5. Watch the case

Keep the issuer's confirmation, case number, information requests, and final decision. Answer requests by the stated deadline. If the merchant later issues a refund, tell the issuer so the account isn't credited twice.

6. Respond to a denial with specific contradictions

Ask for the written reason and the evidence used. A useful response does more than repeat "I never received it." Address the exact problem in the decision, such as:

• The delivery address doesn't match the order address.
• The carrier never recorded acceptance of the parcel.
• The seller admitted the item was out of stock.
• The signature or delivery photo isn't connected to your address.
• The seller promised a refund that never appeared.

Use the issuer's formal reconsideration or complaint process, and observe any deadline in the decision.

What proof may support a merchant's delivery response?

A seller defending a non-delivery claim should submit evidence that addresses delivery, not just authorization of the card transaction. Useful records may include:

• The order and invoice.
• The tracking number and complete carrier scan history.
• The shipment and delivery addresses.
• The delivery date and time.
• Signature confirmation, if collected.
• A delivery photo or location record, if available.
• Messages showing that the buyer received or discussed the order.
• A carrier investigation or claim result.

A label-creation record doesn't establish that the carrier received the package. An IP address, AVS result, or CVV match may support transaction authorization, but none proves that the goods reached the buyer.

A signature can strengthen the response, but it isn't required for every order and won't necessarily settle a dispute if the address, signature, or delivery record is challenged. The seller should submit its response through the acquirer, processor, or platform by the deadline on the actual notice. Generic periods such as seven, 30, or 45 days shouldn't replace that date.

Shipping to the wrong address, delivering after an agreed essential date, or promising a refund can weaken the merchant's position. A credible response deals with those facts and explains the remedy instead of relying on an unrelated authorization record.

Visa and Mastercard disputes

For Visa and Mastercard purchases, the issuer applies the network's dispute categories and evidence standards. Consumers usually don't need to choose a technical reason code. Describe the problem plainly and attach records that support it.

The distinction between these situations matters:

• No shipment: A label with no carrier acceptance scan, seller admission, or missed delivery promise may support the claim.
• Shipment delayed: Show the agreed date, delay notices, and whether the seller offered a new date or refund.
• Delivered to the wrong place: Compare the order address with the carrier's delivery details.
• Package stolen after delivery: Explain the delivery evidence and ask which category or remedy applies.
• Refund missing: State that the seller agreed to refund the charge and identify the promised refund date.

The issuer may request more information after the initial submission. A network deadline doesn't replace the FCBA's 60-day written-notice deadline for a qualifying credit-card billing error.

PayPal and eBay purchases

PayPal and eBay run account-based dispute systems with their own deadlines, escalation steps, and evidence rules. Save the following before the case closes:

• The order page and transaction ID.
• The seller's stated delivery date.
• Messages exchanged through the platform.
• Tracking and carrier records.
• The case-opening date and escalation deadline.
• The platform decision and refund record.

For an item-not-received case, tracking is often central to the seller's response. Buyers without tracking can still provide the order record, seller admissions, delay notices, and carrier correspondence. The instructions in the live case control what the platform will accept.

When PayPal appears on the credit-card statement, ask the card issuer how it handles a dispute involving a payment intermediary. Opening a PayPal or eBay case doesn't necessarily preserve the FCBA deadline. On the other hand, don't seek duplicate refunds without telling each provider about the other case.

Situations that need different evidence

Digital goods and services

There may be no carrier record. Use access logs, account emails, download records, activation attempts, promised access dates, and messages showing that the service was unavailable or never provided.

Partial delivery

Dispute only the missing portion when some items arrived. List what was received and what remains missing. A claim for the full order can be weakened by records showing that part of it was delivered.

A late order that eventually arrives

Tell the issuer if the order arrives after the dispute is filed. If the original delivery date mattered, provide the promise and delay record, but don't continue describing the order as completely undelivered.

Debit, prepaid, and bank-account payments

The FCBA procedure described here applies to credit cards. Contact the debit-card issuer, prepaid-card provider, bank, or payment service as soon as you discover the problem and ask which error procedure applies. The 60-day credit-card rule and a credit-card billing hold don't automatically apply.

Wire transfers and cryptocurrency

These payments generally don't offer a standard card chargeback. Contact the bank or payment provider immediately about a recall, fraud report, or available platform remedy. For cryptocurrency, preserve the transaction ID and report suspected fraud promptly; confirmed transfers are usually difficult to reverse.

Mistakes that can hurt a claim

• Waiting for a seller's promised refund until the card deadline passes.
• Sending only a cropped tracking screenshot.
• Calling a recognized purchase "fraud" instead of describing non-delivery.
• Claiming the entire order was missing when some items arrived.
• Ignoring a "delivered" scan without checking the address and delivery details.
• Sending altered screenshots or unsupported accusations.
• Uploading a full card number, password, or unrelated personal documents.
• Filing a second dispute after receiving a full refund without notifying the issuer.

The goal is a consistent record, not the largest possible file. Put the amount, dates, delivery terms, and strongest contradiction near the front.

Frequently asked questions

Can I win a non-delivery dispute without a tracking number?

Yes. No single document decides every claim. Use the order confirmation, promised delivery date, seller messages, refund promises, carrier correspondence, and a dated account of what happened. The absence of a carrier acceptance scan may be relevant, but not having a tracking number doesn't prove non-delivery by itself.

Does a tracking number prove that the merchant delivered the order?

No. It may show only that a label was created or that a package moved through the carrier network. Compare the delivery address, date, signature, photo, and location details with the order record.

Is the deadline always 120 days?

No. For a qualifying U.S. credit-card billing error, the FCBA generally requires written notice within 60 days after the first statement containing the error was sent. Card-network and platform deadlines can differ, and their starting event may be different. Ask the issuer for the exact deadline and file promptly.

Do I have to contact the merchant before disputing the card charge?

Contacting the merchant in writing is sensible and creates useful evidence, but don't delay the credit-card notice while waiting for a response. The issuer's written-dispute deadline still matters.

What should I do if the issuer denies the claim?

Request the written reason and the evidence considered. Compare that material with your timeline, then answer the specific issue with documents. If the issuer didn't follow its stated process or investigation timeline, use its formal complaint or escalation channel and keep copies.

Download the first statement showing the charge and fill in the timeline before contacting anyone. Those two records will show which deadline is approaching and which evidence is still missing.