Under FTC guidance for U.S. consumers, online sellers must ship mail, Internet, or telephone orders within the time they state or notify you of delays and offer a chance to cancel for a full refund. This applies when an item does not arrive as expected. Contact the seller first with your order details to affirm the dispute or request a refund. Credit card chargebacks or marketplace-specific processes do not control the seller's shipping obligations under this rule. Next, gather evidence like order confirmations and tracking, then escalate to the FTC if the seller does not respond.
FTC Mail, Internet, or Telephone Order Merchandise Rule (MOTO)
The FTC's Mail, Internet, or Telephone Order Merchandise Rule covers U.S. consumer purchases made by mail, phone, or online. Sellers must ship within the promised time frame. If shipping is delayed, the seller must notify you and provide an option to cancel for a full refund, per FTC consumer alert on non-delivery. This rule focuses on the seller's obligations, separate from payment method disputes.
| Aspect | FTC MOTO Requirement |
|---|---|
| Applies to | Mail, phone, Internet orders |
| Shipping deadline | Promised time or notify of delay |
| Delay response | Offer cancel/full refund option |
What Does Not Control This Issue
Seller shipping duties under FTC rules differ from credit card billing disputes, which follow card network policies. Chargebacks are a separate process and do not replace contacting the seller first.
Marketplace-specific item not received processes, such as those on eBay, are platform policies, not FTC rules. This also excludes subscription cancellations, BNPL financing, or rules from Colombia, EU, or Canada.
Practical Next Steps for Non-Delivery
Contact the seller immediately with your order number, payment proof, and any tracking information. Request a status update, delivery confirmation, or full refund.
Gather this evidence before escalating:
- Order confirmation and receipt
- Seller emails or chat transcripts
- Tracking details (if provided)
- Screenshots of product listing and shipping promises
If the seller violates shipping rules, report to the FTC at ftc.gov/complaint. For credit card or financial product issues, submit a CFPB complaint, which prompts a company response in 15 days and possible feedback in 60 days.
FAQ
What if the seller promised a specific shipping date?
FTC guidance requires them to meet it or notify you of the delay and offer a full refund option.
Can I skip the seller and go straight to my credit card for a chargeback?
Contact the seller first, as FTC rules cover their shipping duties separately from card network chargeback processes.
How do I report a seller to the FTC?
Use the FTC complaint form at ftc.gov/complaint to report MOTO rule violations.
Does this apply to in-store or international sellers?
No, FTC MOTO applies only to U.S. mail, Internet, or telephone orders from sellers subject to the rule.