Contact the merchant first for a refund under the FTC Mail, Internet, or Telephone Order Merchandise Rule, which requires sellers to ship online orders within 30 days if no time is promised, notify of delays, and refund if unable to ship without permission (FTC consumer guidance). If you paid with a Chase credit card and the merchant does not resolve, file a dispute online at Chase.com/personal/credit-cards/dispute or call the number on the back of your card within 60 days of the transaction first appearing on your statement. This applies to U.S. Chase credit cardholders for posted charges where items were not received. Chase disputes cover credit card billing only, separate from merchant refund duties.

FTC Rule Controls Merchant Shipping and Refund Duties

The FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435) governs online orders in the U.S. Sellers must ship within the promised time or, if none is stated, within 30 days. For delays, they must notify you and obtain permission to ship later or issue a refund (FTC business guidance). This rule applies regardless of payment method.

Contact the merchant immediately by phone or email with your order details to request status, tracking, or a refund. FTC guidance recommends this as the first step for non-delivery. Keep records of all communications, as they support later disputes.

Chase Credit Card Dispute Process for Non-Received Items

Chase credit card disputes are available for posted transactions where the item was not received. Eligibility requires the charge to appear on your statement. Submit within 60 days of the transaction first appearing on your statement.

To file, sign in to Chase.com, review transaction details, or call the number on the back of your card. This process follows federal rules allowing billing error disputes within 60 days of the statement date showing the charge.

Practical Next Steps and Evidence to Gather

Step 1: Contact the merchant right away with order ID, date, and non-delivery details. Request refund or proof of shipment.

Step 2: If no resolution, gather evidence: order confirmation, payment receipt, merchant emails, tracking screenshots showing non-delivery, and Chase statement showing the charge.

Step 3: File Chase dispute via website or phone within 60 days. FTC guidance advises contacting your card issuer within 60 days of the statement mailing date showing the charge for billing disputes.

Escalate to CFPB if Chase denies a valid dispute. Report repeated merchant issues to FTC.

What Does Not Control This Issue

Merchant refund policies may require contacting them first but operate separately from Chase disputes. This guide covers Chase credit card charges only, not debit, ACH, wire, or other payments.

Card network rules like Visa or Mastercard do not directly control unless specified in Chase policy. FTC shipping duties bind the seller, not Chase.

FAQ

What if I paid with a Chase debit card?
Chase dispute pages cover credit cards; for debit, contact the merchant first, as rules differ.

Can I dispute before 60 days if the item is late?
Yes, for posted charges with evidence of non-delivery; check transaction status in your Chase account first.

Does the FTC 30-day rule guarantee a refund from Chase?
No, it requires the merchant to ship or refund; use it as evidence in your Chase dispute.

What if the merchant claims shipment but provides no tracking?
Request proof from them; if unresolved, include this in your Chase dispute with your records.