Short answer

For a lost, late, damaged, or incorrect international order, make one dated record of the transaction. It should show four things: what you bought, what the seller promised, what happened during delivery, and what remedy you requested.

The most useful records are:

Start with the seller or marketplace. Contact the carrier too if its terms allow the recipient to file directly. If you paid by credit card, protect the card issuer's dispute deadline at the same time. There is no single international-shipping deadline that applies to every seller, carrier, marketplace, or payment method.

This article focuses on U.S. consumers. A foreign seller's terms, the destination country's rules, and the marketplace's policy can change the available route.

What controls the complaint?

The word "international" doesn't create one complaint process. One order can involve separate rules for the seller, carrier, marketplace, and payment provider.

The seller's shipping promise

For a seller covered by the FTC's Mail, Internet, or Telephone Order Merchandise Rule, the seller must have a reasonable basis for any advertised shipping time. If no shipping time is stated, the rule generally uses 30 days.

The rule is mainly about when the seller ships. It isn't a universal guarantee that a carrier will deliver by a particular date, and it isn't a carrier-claim deadline. If the seller can't ship within the promised period, it must obtain the buyer's consent to a delay or refund payment for the unshipped merchandise.

Save the original wording. A later message saying "customs caused the delay" doesn't replace the listing or order confirmation. Also check whether the seller promised dispatch, shipment, or arrival; those are not necessarily the same thing. The FTC rule applies only where the seller and transaction are covered.

The carrier's claim terms

DHL, FedEx, UPS, USPS, and destination-country postal operators can set different rules for:

The sender, marketplace, freight forwarder, or insurer may be the authorized claimant. A tracking page can show where a parcel was scanned, but it usually won't decide whether the seller owes you a refund. Check the terms for the exact carrier and service instead of relying on a deadline copied from another shipment.

The marketplace's buyer-protection process

On AliExpress, Amazon, Shein, Temu, and similar platforms, the order page usually shows the available refund or dispute route. Save the listing, order details, seller messages, case history, and platform decision before the case closes.

A marketplace deadline is separate from a carrier deadline. It is also separate from the deadline for disputing a credit-card billing error. Don't wait for the carrier to finish investigating if another deadline will expire first.

The payment method's dispute process

For a qualifying U.S. credit-card billing error involving merchandise you never received, the FTC says your written dispute must reach the card issuer within 60 days after the first statement containing the error was sent. The issuer generally must acknowledge the dispute within 30 days unless it has already resolved the matter, and must resolve it within two billing cycles, not more than 90 days.

Read the FTC's consumer guidance on disputing charges for items you never received. Follow the address and submission instructions on your statement. A phone call may not replace the written notice required for the federal billing-error process.

Under that process, you generally don't have to pay the disputed amount or related finance charges while the issuer investigates, but you should continue paying amounts that aren't part of the dispute. Ask the issuer whether it has a delayed-shipment rule; some issuers may extend the period in that situation, but don't rely on an extension unless the issuer confirms it.

The 60-day process isn't a universal deadline for debit cards, prepaid cards, electronic bank transfers, wire transfers, or every payment-app transaction. Contact the relevant bank or payment provider promptly and ask which non-delivery, merchant-dispute, or unauthorized-transaction process applies. Describe the problem accurately: merchandise not received, damaged merchandise, an item not as described, an unauthorized charge, and a missing merchant refund may be handled differently.

International shipping complaint evidence checklist

Evidence What it helps establish
Order confirmation and product listing Seller identity, item, price, shipping address, terms, and the promised time
Payment receipt and card statement Amount paid, transaction date, and payment method
Original shipping promise The dispatch, shipping, or delivery time advertised at purchase
Delay notices and your response Whether the seller changed the date and whether you accepted the delay
Full tracking history Shipment milestones, customs events, exceptions, and delivery scans
Proof of delivery Signature, delivery photo, scan, or other carrier record
Package and item photos Visible damage, missing contents, wrong item, and packaging condition
Seller and marketplace messages When you reported the problem and what remedy you requested
Customs records Import holds, returned parcels, duties, taxes, and address issues
Shipping documents Commercial invoice, packing list, air waybill, bill of lading, or road consignment note when available
Insurance or declared-value records Whether separate coverage was purchased and which claim route may apply
Claim correspondence Case number, submission date, requested documents, and decision

Build a short timeline with the order date, promised dispatch or delivery date, tracking events, delivery date, date you complained, and every deadline shown by the seller, platform, carrier, or card issuer.

Documents consumers often don't have

A bill of lading, air waybill, or CMR consignment note can help identify a freight movement, but an ordinary parcel buyer may never receive one.

These documents can support a freight claim, but they don't prove by themselves that you received the goods or that a refund is owed. Pair them with the invoice, tracking history, delivery record, and payment evidence.

A commercial invoice and packing list can help establish the value and contents of a shipment. The seller, freight forwarder, or customs broker often holds them, so ask for copies if the carrier requests them.

A certificate of origin is mainly relevant to customs or origin questions. It's not normally needed for a basic complaint about a missing retail parcel. Don't delay a seller or card dispute just because you don't have one.

Match the evidence to the problem

The order never arrived

Collect:

A "label created" status usually shows only that shipping information was entered. It doesn't establish that the carrier received or delivered the parcel. A customs scan doesn't establish delivery either.

If tracking says "delivered" but you didn't receive the parcel, ask the carrier whether it can provide a delivery photo, signature, location detail, or investigation result. Tell the seller or marketplace that you dispute the delivery scan. Include the address shown in the order and any delivery evidence you have.

Don't describe an order as lost if the records show that it was refused, returned, held for unpaid duties, or sent to an address entered incorrectly. Those facts can lead to a different remedy.

The order arrived late

Keep the original estimate and every revised estimate. If the seller requested more time, save your response showing whether you accepted or rejected the delay.

For an order covered by the FTC rule, the relevant question is generally whether the seller shipped within its promised time. If the order eventually arrives, a refund for lateness depends on the seller's promise, the purchase terms, the marketplace policy, and any other applicable law. A carrier delay doesn't create one automatic refund rule for every order.

The goods arrived damaged

Photograph the parcel before throwing away or altering the packaging. Include:

Keep the packaging and item unless the seller or carrier tells you otherwise in writing. Ask whether the carrier requires an inspection or damage report, and check the claim terms promptly. An insurance claim, seller refund, and card dispute may not require identical evidence.

The item is missing, wrong, or not as described

Save the product listing as it appeared when you purchased it, along with the packing slip, photos of the contents, and any unboxing recording you made. An unboxing video can help, but don't assume it's required unless the platform's policy says so.

Describe the problem precisely. "One of three items was missing" is more useful than "the order was wrong." Identify the missing or incorrect item, its value, and the remedy you want, such as a replacement, partial refund, or full refund where appropriate.

Customs delayed or returned the parcel

Collect customs notices, tracking events, duty or tax receipts, return-to-sender records, and messages about requested documents or fees. State whether the parcel is still held, has been returned, or was refused.

A customs problem caused by an incorrect invoice, missing import information, unpaid charges, or an address issue may be treated differently from a seller's failure to ship. Check the order terms before claiming that every customs delay is the carrier's responsibility.

How to file an international shipping complaint

1. Preserve the records

Take screenshots of the order page, listing, tracking page, and dispute window. Download receipts and emails. Keep marketplace conversations in the original account and store copies outside the platform.

Use names that make the files easy to sort:

Redact the full card number, passwords, government identification numbers, and unrelated personal information. Send copies unless the recipient specifically requires an original.

2. Put the facts in date order

List the advertised shipping time, actual tracking events, your first complaint, and the responses. A reviewer should be able to understand the dispute without opening every attachment.

Separate facts from conclusions. For example:

Tracking shows delivered at 2:14 p.m.; I was not given the parcel.

That is more useful than simply writing, "The carrier lost it."

3. Use the seller or marketplace route

Submit the complaint through the order page or the seller's official support channel. Choose the reason that matches the facts, upload the strongest evidence first, and save the case number.

Ask for a written response identifying the policy or delivery record supporting a denial. If the platform relies on a delivery scan, explain why you dispute it and attach any address, signature, or delivery evidence you have.

State the remedy clearly. Say whether you're seeking a full refund, partial refund, replacement, or reimbursement of a documented charge. Avoid submitting several inconsistent explanations for the same event.

4. Open the carrier inquiry or claim

First check whether the carrier permits the recipient to file. Some shipments are arranged by the seller, consolidator, or insurer, making the seller the authorized claimant.

For USPS international inquiries and claims, the USPS international claims page says to gather the 13-digit tracking or label number and supporting documents before using the online process. USPS also warns that required documents must be included before an inquiry can be submitted.

For DHL, FedEx, UPS, and the destination postal operator, use the official claim portal or the terms for the exact service. The carrier may ask for the tracking or air-waybill number, invoice, photos, packaging information, and seller's shipping details. Don't use a generic deadline copied from a different carrier or country.

A carrier claim can establish what happened in transit. It doesn't automatically determine whether the seller must refund you.

5. Protect a credit-card deadline

If the seller doesn't resolve a qualifying non-delivery or billing problem, contact the credit-card issuer using the billing-dispute instructions on your statement. Send a concise written explanation with copies of the order record, shipping promise, tracking, correspondence, and refund request.

The FTC's credit-card dispute guidance recommends sending the dispute so it reaches the issuer within the applicable 60-day period and keeping a copy. If the deadline is close, don't wait for a carrier investigation or marketplace appeal.

Don't label a transaction "unauthorized" if you made the purchase and the issue is non-delivery. Tell the issuer what actually happened and identify the amount in dispute.

6. Escalate a denial

If the seller, platform, or carrier rejects the claim:

  1. Ask for the denial in writing.
  2. Request the specific policy clause or delivery record used.
  3. Send any missing evidence in one organized packet.
  4. Use the platform or carrier appeal process if one exists.
  5. Contact your payment provider before its deadline expires.
  6. For a substantial loss, consider contacting a state consumer-protection office or seeking legal advice. Cross-border contracts can raise jurisdiction questions, so the appropriate forum may not be obvious.

A complaint message you can adapt

Subject: Refund request for international order [order number]

I paid [amount] on [date] for [item]. The order promised shipment or delivery by [date]. Tracking number [number] currently shows [exact status].

The problem is [non-delivery, late delivery, damage, missing item, or wrong item]. I contacted [seller, marketplace, or carrier] on [date], and the response was [brief summary].

I am requesting [refund, replacement, or another remedy]. Attached are the order confirmation, payment record, tracking history, photographs, and relevant correspondence. Please confirm the resolution and any further required step in writing.

Quote the exact tracking status and shipping promise. Keep the message short. Threats, speculation, and unrelated complaints make the key facts harder to find.

Mistakes that can weaken a claim

Frequently asked questions

Is a bill of lading enough evidence for an international shipping dispute?

No. It can support the transport history, but it usually needs to be paired with the order record, invoice, tracking history, delivery evidence, and proof of payment. Most parcel buyers won't need a bill of lading.

What's the deadline for an international shipping complaint?

There is no universal deadline. Check the exact carrier, marketplace, service, insurance, and payment terms. For a qualifying U.S. credit-card billing error, written notice generally must reach the issuer within 60 days after the first statement containing the error was sent. That is not the deadline for a carrier or marketplace claim.

What if the carrier says the package was delivered?

Save the delivery scan and ask for any available signature, photo, or location details. Report the disputed delivery to the seller or marketplace and follow the carrier's inquiry process. If no refund is provided, protect any applicable payment-dispute deadline.

Do I need a certificate of origin or packing list as a consumer?

Usually not for a basic retail refund request. These documents can help with customs, freight, value, or contents questions, but the seller or freight forwarder often holds them. The order confirmation, payment record, tracking, and photographs are usually more accessible and directly relevant.

Open the order page now, download the listing and tracking history, and write down the earliest deadline shown by the marketplace, carrier, or card issuer. Then send the complaint through the channel with the shortest applicable deadline.