A missing, unusable, or misdescribed download usually calls for two separate steps: ask the seller or platform to fix the problem, then use the payment provider's dispute process if that effort fails. Save the evidence before contacting support.

The payment method matters. For a U.S. credit-card billing error, the issuer must receive your written notice within 60 days after the statement containing the error was sent. Debit cards, bank transfers, PayPal payments, and platform purchases follow different procedures. There is no single federal refund right for every digital product, so the seller's terms, the facts, state law, and the payment rail all matter.

First, identify the problem

Use the category that matches what actually happened. A purchase you authorized that turned out to be broken is not the same as an unauthorized charge. Calling it fraud when the real issue is a failed download can make the dispute harder to evaluate.

Save the record before support changes it

Create a folder containing:

• The receipt, order number, transaction ID, amount, and purchase date
• The product page, description, license terms, and refund policy as they appeared when you bought the product
• Screenshots or recordings of the error, missing content, or denied access
• The device, operating system, app version, and troubleshooting steps you tried
• Emails, chat transcripts, and support ticket numbers
• The card or PayPal statement showing the charge
• The dates you contacted the seller and what the seller promised

Redact your full card number, passwords, security codes, and other information support staff don't need. Keep the originals and send copies.

Ask the seller or platform first

A clear written request is often the quickest route. Describe the failure precisely instead of accusing the seller of fraud without evidence. Say what you bought, what was promised, what happened, and what solution you want.

Refund request template

Subject: Refund request for [digital product] - Order [number]

Hello [seller or platform support],

On [date], I paid [amount] for [product] through [website, app, or platform]. The order number is [number].

The problem is: [describe the problem precisely]. For example, the file does not open, the game crashes before launch, the promised chapters are missing, or the purchased DLC does not appear in my account.

I tried [troubleshooting steps] on [device and software version] on [dates]. The problem continues. I have attached [receipt, screenshots, error message, and other evidence].

Please provide [a working replacement or a full refund] to the original payment method. Please confirm that you received this complaint and tell me what you will do next. I would appreciate a response within [seven business days].

If the issue cannot be resolved, I may ask my payment provider to review the transaction or report suspected deceptive conduct to the appropriate agency.

Sincerely,

[Your name]
[Account email or username]
[Order number]
[Contact information]

The response time in your letter is a request, not automatically a legal deadline. Don't say that U.S. law requires a 48-hour response unless a specific law or policy actually does.

Credit-card billing-error disputes

A merchant's refund policy and a credit-card billing-error dispute are different things. For a U.S. credit card, the Federal Trade Commission's guidance says to send written notice to the issuer's billing inquiries address. That address may be different from the payment address printed elsewhere on the statement.

The issuer must receive the notice within 60 days after the first statement containing the error was sent to you. Whether a particular defective download qualifies as a billing error depends on the facts and what the seller promised. Use an accurate description rather than forcing the purchase into an unauthorized-transaction category.

The FTC's sample dispute letter is a useful starting point. Send copies, not original documents. Keep the letter and proof that the issuer received it. The FTC says the issuer generally must acknowledge the complaint in writing within 30 days unless the issue has already been resolved, and resolve the dispute within 90 days.

Continue paying the parts of the statement you aren't disputing.

Written credit-card dispute template

[Date]

[Card issuer]
Billing Inquiries
[Address shown on the credit-card statement]

Re: Billing error for [merchant], [amount], statement dated [date]

Dear Billing Inquiries Team:

I am writing to dispute a charge of [amount] to my credit-card account ending in [last four digits]. The charge was posted on [date] and first appeared on the statement sent on [date].

This charge is a billing error because [the digital product was not delivered, access was denied, the product was materially different from its description, or I did not authorize the transaction].

The relevant facts are: [give a short, dated explanation]. I contacted [merchant or platform] on [date] and requested [a refund, access, or a correction]. [State the response or explain that no response was received.]

Please investigate this billing error and correct my account. Please send written confirmation of the result.

Enclosures: [statement page, receipt, product listing, correspondence, and screenshots]

Sincerely,

[Your name]
[Billing address]
[Phone number and email]

This written-notice procedure is for credit cards. Don't treat its 60-day deadline as the universal rule for a debit card, bank transfer, or prepaid account.

Debit cards and bank transfers

Unauthorized electronic transfers from a personal bank account can involve protections under Regulation E. Contact the bank as soon as you discover an unauthorized debit and ask for its error-reporting procedure. The timing of your notice can affect the bank's investigation and potential liability.

An authorized purchase that produced a defective download may not be an unauthorized electronic transfer. Tell the bank exactly what happened and ask which dispute process applies. Keep the seller complaint open too, and record the date and substance of every conversation.

PayPal disputes

PayPal's U.S. Buyer Protection terms contain eligibility requirements and time limits. The terms include a general 180-day period from the payment date, while some disputes can have a shorter deadline tied to delivery or fulfillment. In those cases, the shorter applicable deadline may control.

Open the dispute in PayPal's Resolution Center as soon as possible and check the deadline shown for the transaction. Choose the category that fits: an item not received, an item significantly not as described, or an unauthorized transaction may be handled differently.

PayPal dispute template

Subject: PayPal dispute for [digital product] - Transaction [ID]

I paid [amount] to [seller] through PayPal on [date]. The PayPal transaction ID is [ID].

I am opening this dispute because [the product was not delivered, access was denied, the product was significantly different from its description, or the transaction was unauthorized].

The seller advertised or promised: [quote the relevant wording]. What happened was: [give a factual timeline]. I contacted the seller on [date] and requested [a refund or access]. The response was [summarize the response or state that there was no response].

Attached are my receipt, the product listing, screenshots, correspondence, and any access or delivery records. I have not received a duplicate refund from another source.

Please review the transaction under the applicable PayPal Buyer Protection terms.

[Your name]
[PayPal account email]

If you paid through a card linked to PayPal, don't seek double recovery through both channels. Check the applicable terms before opening another dispute, and give each provider an accurate account of what happened. A PayPal decision is not the same as a card issuer's legal billing-error determination.

Platform refund routes

Platform rules are company policies, not universal federal refund deadlines.

• Steam: Steam's standard policy for games and software applications allows a refund request within 14 days of purchase when playtime is under two hours. Use Help, Steam Support, and Purchases. For DLC, identify both the base game and the DLC, explain what doesn't work, and attach evidence of the missing or unusable content. The standard policy may not fit every transaction.
• Apple App Store: Use Apple's Report a Problem page to select the purchase and request a refund. Explain whether the purchase was accidental, unauthorized, inaccessible, or defective. Apple reviews requests under its account and purchase policies.
• Google Play: Open the order history for the Google account that made the purchase and use the available report or refund option. If the developer, rather than Google, processed the payment, contact that developer as well.
• Amazon digital orders: Open the digital order in your Amazon account and contact customer service with the order number, product name, and access problem. Amazon's policy and the payment descriptor may determine where the request must be handled.

A platform denial doesn't automatically resolve every possible payment dispute, but it also doesn't guarantee that a card issuer or PayPal will refund the charge. Use the same factual timeline with each provider.

When the seller won't help

Choose the escalation route that matches the problem:

1. Payment provider: A credit-card billing-error dispute requires timely written notice. Report debit-card and bank-transfer problems to the bank promptly. PayPal disputes must follow PayPal's category and deadline rules.
2. FTC report: Report suspected scams or deceptive business practices through the FTC's fraud-reporting portal. The FTC uses reports for enforcement and trend information, but it generally doesn't represent you or order an individual refund.
3. CFPB complaint: If a card issuer, bank, or other covered financial company mishandles your dispute, submit a complaint through the Consumer Financial Protection Bureau. This complaint concerns the financial company; it doesn't replace a missed credit-card billing-error deadline.
4. BBB or state consumer office: A BBB complaint may encourage a response, but BBB decisions are voluntary. A state attorney general or consumer-protection office may accept reports about a business operating in its jurisdiction.
5. Small claims court: For a larger loss, consider a demand letter and small claims court if the amount fits your state's limit. Check where the seller can be sued, filing and service requirements, court costs, and any arbitration or forum clause in the terms you accepted.

Class actions and other group litigation depend on the facts and the contract terms. A news report about a lawsuit doesn't automatically give you a refund or a right to join it.

The U.S. Copyright Claims Board is a separate forum for certain copyright disputes. It isn't a refund court for a failed download.

When the issue is piracy, not a purchase

A DMCA notice is for a copyright owner or authorized agent whose work is being used online without permission. It isn't a payment dispute and shouldn't be used to pressure a seller over a defective product.

A notice generally identifies:

• The copyrighted work
• The infringing material and its online location
• Your contact information
• Your good-faith belief that the use isn't authorized
• A statement that the information is accurate and that you are authorized to act, made under penalty of perjury
• Your physical or electronic signature

DMCA notice template

Subject: DMCA notice regarding [copyrighted work]

I am the copyright owner or authorized agent for [identify the work].

The allegedly infringing material is located at:
[exact page or file location]

I have a good-faith belief that this use is not authorized by the copyright owner, the owner's agent, or the law.

I state under penalty of perjury that the information in this notice is accurate and that I am authorized to act for the copyright owner.

Please contact me at [email and mailing address]. Please remove or disable access to the identified material as permitted by law.

[Electronic or physical signature]
[Name]
[Date]

Review the U.S. Copyright Office's Section 512 resources and the service provider's designated-agent instructions before sending a notice. False statements can create legal risk, and lawful uses may raise fair-use questions.

If a dispute is denied

Start with the stated reason. It may be a missed platform window, evidence that the content was delivered, an incorrect dispute category, or missing documentation.

Ask for the next review step and answer the specific reason in a short rebuttal. For a card dispute, ask the issuer how to obtain the documents supporting its decision and keep paying undisputed charges. For PayPal or a platform, use the appeal process if one is available and the deadline remains open.

Don't delete the account, correspondence, or files after a denial. If the amount justifies it, put the evidence in date order and check your state's small-claims rules, arbitration terms, and filing deadline before taking the next step.

Common questions

Can the FTC force a seller to refund a digital download?

Usually not. An FTC report can help identify patterns of fraud or deceptive conduct, but it isn't an individual billing dispute and doesn't guarantee that you'll get your money back.

Does the 60-day deadline apply to PayPal and debit cards?

No. The 60-day written billing-error deadline discussed by the FTC applies to the credit-card process. Debit cards and bank transfers can involve Regulation E and bank-specific procedures. PayPal uses its own Buyer Protection terms, including transaction-specific deadlines.

Can I seek a refund after downloading or using the product?

Possibly, but platform policies may limit refunds based on use, timing, or the type of content. Describe the defect honestly and explain why the product remains unusable or materially different from what was offered. Steam's standard games and software policy, for example, uses a 14-day and under-two-hour framework.

What should I do if the charge is unfamiliar?

Check the merchant descriptor, family or shared accounts, and your purchase history. If you still don't recognize it, secure the account and contact the card issuer, bank, or PayPal immediately. Use an unauthorized-transaction category only when you genuinely didn't authorize the payment.