For a U.S. online order that never arrived, contact the seller first and then send a written billing-error dispute to your credit-card issuer. Under the federal credit-card billing-error process, the usual deadline is 60 days from the date the first statement showing the error was sent, not 60 days from the purchase date.

People often call this a chargeback, but a chargeback isn't an automatic refund. The issuer reviews your claim, the seller can submit delivery evidence, and the result depends on the payment method, the issuer's process, and the facts.

First, identify the payment method

The rules below focus on a U.S. credit card. A debit card, prepaid card, bank transfer, PayPal transaction, or marketplace purchase may follow different procedures.

Don't report an authorized purchase as fraud just because the merchandise didn't arrive. An unauthorized-transaction claim uses a different process.

Is non-delivery the right dispute reason?

A merchandise-not-received dispute is generally relevant when:

• The promised delivery date has passed.
• The seller never delivered the goods or never provided a refund after canceling the order.
• The order was only partly delivered and you are disputing the missing portion.
• Tracking information conflicts with what actually happened, such as a delivery scan at the wrong address.

A chargeback is weaker when the order is still within its promised delivery window. It's also a different problem if the item arrived damaged, was materially different from the listing, or was stolen after a valid delivery. Those situations may require another dispute category, a seller claim, a carrier claim, or an insurance claim.

A tracking status marked "delivered" doesn't automatically end the matter, but it makes the evidence more important. Ask the seller or carrier to investigate a possible misdelivery and provide any available delivery photo, signature, address detail, or investigation result.

The U.S. credit-card deadline

The FTC's guidance on billing errors says a credit-card billing error must generally be disputed in writing within 60 days of the date the first statement containing the error was sent.

That means:

• The clock usually starts with the statement, not the order date.
• A phone call or online case may not provide the same protection as a written dispute, so follow up in writing.
• Use the dispute instructions or billing-error address provided by your issuer.
• Some issuers may extend the period when a shipment is delayed, but don't rely on an extension unless the issuer confirms it.

Card-network and issuer procedures can also have their own deadlines and evidence requirements. The often-repeated "120-day chargeback rule" isn't a universal deadline for every purchase. Ask your issuer for the exact cutoff that applies to your transaction, especially if the delivery date was later than the purchase date.

Under the federal billing-error process, the issuer must generally acknowledge a written dispute within 30 days unless it resolves the issue sooner. It must resolve the dispute within two billing cycles, and no more than 90 days, after receiving the letter.

The FTC also says you generally don't have to pay the disputed amount or related finance and other charges while the issuer investigates. Continue paying every undisputed amount by its due date. If the transaction doesn't qualify for that federal process, follow the provider's instructions instead of withholding unrelated payments.

How to dispute an undelivered order

1. Check the delivery promise

Review the order confirmation, product page, shipping terms, and any revised delivery notice. Write down:

• The order number
• The amount charged
• The transaction date
• The statement that first showed the charge and its issue or sent date
• The promised shipping or delivery date
• The delivery address
• Any later date you accepted

Take screenshots before the seller changes the listing or tracking page. If the seller canceled the order, save the cancellation notice and the promised refund date.

2. Contact the seller in writing

Send a clear email or message rather than relying only on a phone call. State that the order hasn't arrived and request a delivery trace, replacement, or refund. Give the seller a reasonable opportunity to respond, but don't let repeated delays push you beyond the card-dispute deadline.

You can use wording such as:

I authorized the charge of $ on for order . The promised delivery date was . I have not received the order. Please confirm the delivery investigation or issue a refund. I contacted you on ___ and have attached the order and tracking records.

Save the message, the date sent, the seller's reply, and any case number. If the seller tells you to wait for a carrier investigation, ask for that instruction in writing.

3. Collect evidence

Your submission should tell a short, consistent story. Include copies of:

• The order confirmation, invoice, or receipt
• The credit-card statement showing the charge
• The product page and promised delivery date
• The shipping confirmation and complete tracking history
• A carrier case number or misdelivery investigation
• Emails, chat messages, and refund requests
• The seller's cancellation, delay, or refusal messages
• Evidence of an address or signature mismatch, if applicable
• Proof of a partial delivery, if only some items arrived

Label files by date and describe what each one proves. If the seller claims delivery, explain specifically why the scan doesn't establish receipt. For example, the carrier may have confirmed a different address, or the signature may not belong to anyone at the delivery location.

4. Open the issuer's dispute

Use your card issuer's online dispute tool or call the number on the back of the card to start the case. Then follow the issuer's instructions for sending any required written notice. Select a reason such as "merchandise not received" or "item not received," if available.

Tell the issuer:

• The purchase was authorized.
• The goods were not delivered.
• The promised delivery date has passed.
• You contacted the seller and what happened.
• Whether the seller offered a refund or replacement.
• Whether a marketplace or PayPal case is also open.

If you're close to the 60-day deadline, start the process immediately and ask how to submit the required written notice. Include only the last four digits of the card unless the issuer specifically asks for more information.

5. Monitor the investigation

The issuer may request more information or provide a temporary credit. A temporary credit isn't the final decision and can be reversed, so keep the money available until the dispute is closed.

Check your email, account messages, and statements. Respond by the issuer's deadline. Continue paying the undisputed part of the balance and keep copies of every submission.

What happens after a chargeback is filed?

The issuer reviews your claim and may send it through the applicable card-network process. The seller can respond with documents such as:

• A delivery scan
• Proof of delivery
• A signature
• The shipping address
• Carrier communications
• Order and cancellation records
• Terms showing the delivery arrangement

The issuer then evaluates both sides. Merchant response periods vary, so don't assume that every case follows a seven-day, 30-day, or 90-day schedule. The federal credit-card billing-error investigation timeline described above is different from every network or provider workflow.

If the issuer denies the dispute, ask for the reason in writing and ask whether it can provide the merchant's supporting evidence. A concise appeal should address the exact reason for denial. For a delivery dispute, that might mean supplying a carrier statement, showing that the address was wrong, or proving that the seller's claimed delivery date was not met.

Don't simply file the same dispute repeatedly. Ask how to submit new evidence or request a formal review. If a refund arrives after the chargeback, notify the issuer so you don't receive or keep a duplicate recovery.

PayPal, Amazon, and eBay claims

A platform claim is not identical to a credit-card chargeback. Starting with the platform can be faster, but its rules and deadlines come from the platform's current terms. Treat platform deadlines and card deadlines as separate.

PayPal

Open the transaction in PayPal's dispute area as soon as you know there is a delivery problem. Use the item-not-received category, provide the order and tracking information, and follow PayPal's instructions and deadline.

If you funded PayPal with a credit card, ask the card issuer whether a separate card dispute remains available. Tell both providers about any other case you opened, and don't seek payment twice for the same order.

Amazon

Amazon's A-to-z Guarantee is a marketplace remedy with its own conditions. Amazon's published A-to-z Guarantee conditions include steps such as contacting the marketplace seller first. The linked policy is for an Amazon EU marketplace, not a U.S. policy, so U.S. buyers should check the terms attached to the Amazon marketplace and account they used.

Open the order's problem or claim process, save the seller messages, and note the latest possible delivery date. A-to-z eligibility does not automatically decide whether your card issuer will accept a billing dispute.

eBay

Use eBay's current Money Back Guarantee or Item Not Received process from the order page. Keep the case number and all seller messages. If eBay doesn't resolve the matter, ask your card issuer whether a card dispute is available and disclose the eBay case.

Common reasons non-delivery disputes are denied

• The filing was late. The issuer received the written dispute after the applicable deadline.
• The order was still within its promised delivery period.
• The dispute was made only by phone. A phone case may not replace required written notice.
• The evidence is unclear. The submission doesn't show the promised date, amount, or seller contact.
• Tracking shows delivery. The buyer doesn't provide evidence of misdelivery or an incorrect address.
• The wrong dispute category was selected. An authorized non-delivery claim is not the same as fraud.
• Only part of the order was missing. The dispute requests the full amount without explaining what arrived.
• The seller already refunded the charge. The issuer may close or reverse a duplicate recovery.
• The seller's evidence is stronger. A valid signature, address match, or delivery confirmation can defeat a claim.

Use a factual timeline instead of emotional language. Don't claim that a package was never delivered if it arrived late, and don't omit a replacement or partial refund.

If you're outside the United States

The 60-day rule described here is for U.S. credit-card billing errors. Don't apply it automatically to the UK, European Union, Colombia, or another country.

For example, Citizens Advice explains UK non-delivery rights under the Consumer Rights Act 2015, including delivery by an agreed date or, in many cases, within a reasonable period that is usually 30 days. UK remedies are separate from U.S. card-dispute procedures. Check the law and payment-provider rules for the country involved.

Frequently asked questions

Does the 60-day credit-card deadline start on the purchase date?

Usually not. For the federal billing-error process, it generally starts on the date the first statement showing the error was sent. Check the statement and contact the issuer quickly if the delivery date was later.

Do I have to contact the seller before filing?

Contacting the seller first is the practical approach and may be required by a marketplace or payment platform. It shouldn't delay a written credit-card dispute past the applicable deadline.

Can I dispute an order marked as delivered?

You can explain that the item was misdelivered or that the delivery record is inaccurate. Ask the carrier and seller for an investigation, then provide the issuer with the response and any address, signature, photo, or tracking discrepancy.

Will my bank give me a temporary credit?

It might, but a temporary credit isn't guaranteed and can be reversed. Don't treat it as a final refund until the issuer closes the case.

What if I paid with a debit card?

The federal credit-card billing-error rules don't automatically apply. Contact the seller and your bank or debit-card provider immediately, ask for its merchandise-not-received procedure, and keep proof of your request. If the credit-card deadline may be running on another payment, send the required written notice now rather than waiting for the seller's response.