If an overseas order is late, missing, damaged, held by customs, or returned to sender, write to the seller today and open the carrier's inquiry or claim process if you can. The seller is usually the right party for a retail refund or replacement. A carrier claim follows the shipping contract, and the sender, insured party, or shipping-account holder may be the only person allowed to file it.

These are separate tracks. Give the seller and carrier the same factual timeline, disclose any refund or insurance payment, and don't accept compensation twice for one loss.

This article is for U.S. consumers. The result can also depend on the destination country's customs rules, the seller's terms, the carrier contract, and how you paid. It provides practical information, not legal advice.

The short checklist

1. Save the order record: Keep the receipt, promised shipment or delivery date, seller's terms, tracking number, and payment record.
2. Classify the problem: Separate a late shipment, missing parcel, damage, customs hold, delivery scan without receipt, and return to sender.
3. Preserve evidence: Photograph the package and contents before discarding, repacking, repairing, or returning anything.
4. Write to the seller: Request a trace, replacement, cancellation, or refund in clear terms.
5. Open the carrier inquiry or claim: Use the process for USPS, DHL, another courier, or the freight provider.
6. Address customs: Ask for the precise document, payment, or information needed for release.
7. Protect your payment deadline: If you used a credit card, consider a written billing-error dispute before the 60-day deadline expires.
8. Escalate methodically: Keep claim numbers and written responses, then use the marketplace, carrier review process, payment provider, or relevant regulator.

There is no universal international rule requiring every carrier to accept a claim within seven or 14 days. Deadlines vary by service, insurance, contract, country, and type of loss. Notify the seller and carrier promptly while checking the terms that apply to your shipment.

Who should handle the complaint?

The right first contact depends on what went wrong:

Tell both the seller and carrier about any related claim. A carrier payment and a seller refund are separate processes, but the same loss should not be paid twice.

What rules and policies control the result?

The seller's shipping promise

For a transaction covered by the rule, the U.S. Federal Trade Commission's Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule addresses shipping representations made by sellers. A stated shipment date must have a reasonable basis. If the seller gives no shipment time, the rule generally uses a 30-day framework.

When a seller cannot ship as promised, delay-notice and refund procedures may apply. The rule concerns the seller's fulfillment of the order. It isn't a blanket guarantee that an international carrier will deliver by a particular date, and it doesn't decide whether a customs hold or carrier loss creates liability.

Check what the seller actually promised:

• A shipment date, meaning when the seller would hand over the order.
• A delivery date, meaning when the package should reach you.
• A transit estimate, which may not be a guaranteed date.
• Delivery with duties and taxes paid or with those charges collected from you.
• A refund, replacement, or cancellation right under the seller's terms.

A 14-, 30-, or 90-day period might be a seller-policy, carrier-claim, insurance, or payment-provider deadline. It isn't a universal international refund rule.

The carrier's contract and insurance

A carrier claim asks whether the carrier or its insurance coverage should pay under the shipping contract. It doesn't necessarily decide whether the seller must provide a purchase remedy.

Carrier liability can be limited by service terms, declared value, packaging rules, exclusions, and international carriage conventions. DHL's limited freight liability explainer shows how liability can differ for air, road, and ocean freight and may be calculated using Special Drawing Rights. An invoice showing the item's price doesn't automatically mean the carrier will pay that full amount.

Customs and import rules

A customs hold is controlled by the customs authority and import documents, not only by the carrier's tracking system. The carrier may be acting as a broker or passing along a request it cannot override.

Ask for the exact reason for the hold and whether the next step is:

• A corrected invoice or product description.
• An accurate tariff or HS classification.
• Proof of origin or value.
• An identity or import authorization document.
• Payment of duties, taxes, or brokerage charges.
• A response before a stated customs deadline.

If you don't want to pay an import charge, ask the seller in writing what will happen if you refuse delivery. A return to sender may affect the refund, shipping charge, or customs payment under the order terms.

The payment method

A credit-card billing dispute is different from a carrier claim. Credit-card rights, bank procedures, debit-card policies, prepaid-card rules, wire transfers, and peer-to-peer payments are not interchangeable.

If a U.S. credit-card statement includes a charge for merchandise you never received, the FTC's guidance on billing errors and credit-card dispute process explain the written-notice requirements and timelines.

Step 1: Preserve evidence before you complain

Create one folder for the order and save original emails as well as screenshots. Include:

• Order confirmation, invoice, product description, and seller's shipping promise.
• Tracking number and the complete scan history.
• Payment receipt and the amount charged.
• Photos of the shipping label, outer package, inner packaging, and every damaged item.
• A short description of when and where the package was received.
• Customs notices, broker messages, duty or tax requests, and return notices.
• Emails, chat transcripts, call dates, names, and case numbers.
• Proof of value, such as an invoice, receipt, or replacement quotation.
• An insurance certificate, declared-value record, waybill, or bill of lading if available.

For a damaged delivery, keep the box, wrapping, labels, and contents until the seller, carrier, or insurer confirms that an inspection isn't needed. Photograph the damage before repacking or repairing the item.

For freight, add the packing list, container number, delivery receipt, notation of visible damage, and any inspection or survey report. If the delivery receipt was signed without a damage notation, explain when the problem was discovered and preserve the supporting photos.

Step 2: Confirm the tracking status

Read the detailed tracking history instead of relying on a single status such as "in transit" or "exception." Record the last scan, location, date, and time zone.

Ask the carrier:

• Has an investigation or missing-mail inquiry been opened?
• What is the case number?
• What information or document is still needed?
• Is the shipment waiting for customs action?
• Has it been declared lost, returned, or delivered?
• Which party is allowed to file the formal claim?
• What is the claim deadline for this specific service?

If tracking says "delivered," check the delivery address, household members, building reception, mailroom, and other safe locations. Then ask the carrier for delivery details and notify the seller immediately. A delivery scan is evidence, but it doesn't by itself establish that the parcel reached the correct recipient.

Step 3: Contact the seller in writing

Give the seller the order number, tracking number, factual timeline, and the remedy you want. Ask whether the seller has opened a carrier claim and request the claim number if one exists.

For a missed shipping promise, say whether you consent to a delay. If you no longer want the order, request cancellation and a refund under the seller's terms and any applicable consumer rules. A message such as "Where is my package?" doesn't tell the seller what outcome you want.

Include:

• The date you ordered and the amount paid.
• The shipment or delivery promise shown at checkout.
• The current tracking status.
• The date you contacted the carrier.
• Your requested remedy: replacement, cancellation, refund, or another resolution.
• A reasonable date for the seller to confirm its next step.

Don't wait indefinitely for the carrier if a seller or credit-card deadline is approaching. The seller may be able to resolve the purchase first and pursue the carrier separately.

Step 4: File the correct carrier inquiry or claim

USPS international mail

USPS uses a specific international inquiry process. Its International File a Claim page tells customers to gather the tracking or label number and supporting documents. The International Inquiries guidance describes online and telephone options and explains that USPS may communicate with the foreign postal administration involved.

For a USPS case:

1. Locate the required 13-digit tracking or label number from the receipt.
2. Gather the receipt, proof of value, insurance information, photos, and customs records.
3. Submit the inquiry or claim through the USPS process for the service used.
4. Save the confirmation and case number.
5. Respond promptly if USPS requests more information.
6. Ask whether the sender must file or whether the sender can waive payment in writing in favor of the recipient.

A postage or fee refund is a different request from compensation for a lost or damaged item. Check the service-specific USPS instructions rather than assuming that a merchandise claim also refunds postage.

If an international item is returned to you damaged or with missing contents, USPS says to take the package to a Post Office as soon as possible.

DHL and other private couriers

Private couriers use service-specific contracts and claim procedures. The process for an express air parcel may differ from the process for a road parcel or freight shipment.

Use the courier's official support or claims route for the exact service shown on the tracking page. Include the tracking number, invoice, photos, packaging evidence, and a clear description of the requested remedy. If you purchased the label through a seller, marketplace, or shipping account, the account holder may need to submit the formal claim.

Keep every automated acknowledgment. A tracking number isn't the same as a claim number, and a customer-service chat isn't necessarily formal notice of loss or damage.

Ocean, air, and road freight

Don't handle a commercial freight dispute like a small-parcel complaint. Notify the forwarder, carrier, seller, and cargo insurer according to the bill of lading, air waybill, or insurance terms.

Ask about:

• The required notice of loss or damage.
• Inspection or survey requirements.
• The applicable liability limit.
• Whether the shipment was insured or merely covered by default carrier liability.
• The documents needed to prove quantity, condition, and value.
• Any release or settlement language.

For certain U.S.-linked ocean transportation charges or practices, the Federal Maritime Commission may be a relevant escalation point. It isn't a general refund office for every international parcel or private cargo-loss dispute.

Step 5: Handle a customs hold carefully

Ask the carrier or broker to identify the exact agency request instead of accepting a generic "customs delay" explanation. Get the request in writing when possible.

Then:

1. Compare the invoice with the product description, quantity, value, and country of origin.
2. Correct inaccurate information through the seller or broker.
3. Provide only genuine documents and accurate classifications.
4. Ask who is responsible for duties, taxes, brokerage, storage, or return charges.
5. Confirm the deadline for responding.
6. Ask what happens if the parcel is refused or abandoned.
7. Send the seller a copy of the customs communication and request its instructions.

Be cautious with payment links in text messages or emails. Verify the request through the carrier's official website or a telephone number from the original order or tracking page.

A customs hold doesn't automatically prove that the carrier lost the package or that the seller must pay every import charge. It does show why written communication matters: the seller may be able to correct documents or authorize a return.

Step 6: Request the remedy you actually need

A complaint can involve several different types of money:

State one primary remedy and one backup remedy. For example:

Please cancel the order and refund the purchase price. If you have already shipped a replacement, confirm its delivery date before proceeding.

If a carrier or insurer offers a settlement, check whether accepting it releases further claims. Tell the seller and card issuer about any payment or refund you receive.

Step 7: Protect a credit-card billing-dispute deadline

If the seller doesn't resolve a non-delivery or other billing problem, a U.S. credit-card dispute may provide a separate route. It isn't the same as asking USPS, DHL, or a freight company to investigate.

To use the FTC-described written-dispute process:

• Write to the card issuer at the billing-inquiries address shown on the statement. This may be different from the address used for payments.
• Make sure the dispute reaches the issuer within 60 days after the statement containing the error was sent.
• Identify the account, transaction date, amount, seller, order number, and tracking history.
• Explain that the merchandise wasn't received or that the charge was otherwise incorrect.
• Attach copies of the seller's response, carrier case number, delivery evidence, photos, and refund request.
• Keep a copy and proof of delivery.

Some issuers may extend the 60-day period when a shipment is delayed, but don't assume an extension applies. Send the dispute before the deadline if you can.

The issuer generally must acknowledge the dispute in writing within 30 days unless it has already resolved it. It must generally resolve the dispute within two billing cycles, and no more than 90 days after receiving the dispute. During the investigation, the FTC says you don't have to pay the disputed amount or related finance charges, but you should continue paying amounts that aren't disputed.

If you used a debit card, prepaid card, bank transfer, wire, or peer-to-peer payment, contact the provider immediately. The credit-card billing-error timetable doesn't automatically govern those payment methods. Follow the provider's written process and ask what evidence and deadline apply.

Don't describe an authorized purchase as fraud merely because the seller failed to deliver. Use the provider's non-delivery or billing-error category when that is the factual issue.

Step 8: Escalate without losing the paper trail

Escalate in this order:

1. Seller or marketplace: Send a final written request with the order record, previous replies, and a specific remedy.
2. Carrier: Ask for a supervisor review, claim decision, or appeal route under the service terms.
3. Payment provider: Use the applicable written dispute process before its deadline.
4. Regulator or consumer agency: For a pattern of seller violations, report the conduct to the relevant U.S. consumer-protection agency. A report doesn't replace a refund request or carrier claim.
5. Freight regulator or contractual process: For ocean freight, check the bill of lading and whether the issue concerns the carrier, forwarder, terminal, or disputed charge.
6. Legal or court option: If the amount is substantial, review the contract's forum, arbitration, and governing-law terms before choosing small claims court or another action.

Create a simple log with four columns: date, event, document, and response requested. It helps prevent missed deadlines and makes a payment dispute easier to explain.

Shipping complaint letter template

Subject: Order [number] - [missing, damaged, delayed, or customs-held shipment]

I placed order [number] with [seller] on [date] for [item] and paid [amount]. The order stated that it would ship or arrive by [date].

Tracking number: [number]
Current status: [status and date of last scan]

The problem is: [brief factual description]. I contacted [carrier or broker] on [date], and the case number is [number].

Please [cancel and refund the order / send a replacement / investigate the delivery / confirm the documents needed for release]. Please confirm the next step and any carrier claim number by [date].

Attached are the order confirmation, payment record, tracking history, photographs, customs documents, and prior correspondence.

Thank you,
[Name]
[Address]
[Email and telephone number]

Keep the letter factual. If you want to cancel because of a missed shipment promise, say that clearly and state that you don't consent to an additional delay if that reflects your decision.

Common mistakes to avoid

• Treating a tracking estimate as a guaranteed delivery promise.
• Waiting for the carrier to declare a parcel lost before contacting the seller.
• Assuming the carrier's deadline is the same as the credit-card dispute deadline.
• Throwing away damaged packaging before an inspection decision.
• Sending inconsistent values or descriptions to the seller, carrier, insurer, or customs broker.
• Paying a customs request through an unverified link.
• Assuming a carrier claim automatically produces a retail refund.
• Accepting a settlement without checking for a release of further claims.
• Using the credit-card billing-error process for a debit, wire, or peer-to-peer payment without checking that provider's rules.

Frequently asked questions

Should the buyer or seller file the carrier claim?

Either party can start by reporting the problem, but the formal claim may need to be filed by the sender, insured party, or shipping-account holder. Ask the seller to open the claim if the carrier requires sender access, and request the claim number.

Can I ask the seller and carrier for money at the same time?

Yes. You can notify both and ask each to explain its process. Tell them about any replacement, refund, insurance payment, or other compensation so the same loss isn't paid twice.

Does a customs delay automatically entitle me to a refund?

Not automatically. Check the seller's cancellation and refund terms, the order's promised shipment date, the reason for the hold, and whether you caused or accepted the delay by failing to provide documents or pay an import charge.

How long does an international shipping claim take?

There is no single processing period for USPS, DHL, other couriers, freight providers, and insurers. Ask for the service-specific deadline and expected review time, then follow up using the case number instead of opening duplicate claims.

Can I dispute the charge on my credit card?

Possibly, if the transaction qualifies as a billing error and you follow the issuer's written process. For the FTC-described U.S. credit-card process, the dispute should reach the issuer within 60 days after the statement containing the error was sent. Start the written dispute before waiting for a final carrier decision if the deadline is close.

Save the checkout promise and complete tracking history now, then send the seller a written request for the remedy you want before the next carrier or card deadline.