When an online order goes wrong, the first question isn't "Can I charge it back?" It's which payment method you used and what actually happened. A missing package, a defective item, an overdue refund, and a payment you never authorized follow different rules and require different evidence.

A practical order of operations is to save the records, ask the seller for a specific remedy in writing, use the marketplace or PayPal process before its deadline, and then contact the card issuer or bank if that route fails. A seller's refusal isn't automatically fraud, and a chargeback isn't a universal refund button. Don't file overlapping claims without checking the applicable policy.

Match the problem to the right route

1. Build a transaction file

Put the records for one order in a single folder before you contact support. Include:

• The order confirmation, invoice, receipt, and payment record
• A screenshot or PDF of the listing, price, promised delivery date, return terms, and warranty language
• Tracking details, delivery photos, carrier messages, and any missing-package report
• Photos or video of damage, missing parts, serial numbers, packaging, or differences from the listing
• Emails, chat transcripts, call dates, and the seller's replies
• Return authorization, shipping receipt, tracking history, and delivery confirmation
• The credit-card or bank statement showing the charge

Write a short timeline with the order date, promised delivery date, contact attempts, return date, and any refund promise. Keep the original files unchanged. Redact passwords, full account numbers, and other information the reviewer doesn't need.

A seller message can be direct:

Order number: [number]. I paid [amount] on [date]. The problem is [specific facts]. I am requesting [refund, replacement, repair, or other remedy]. Please confirm the next step by [date]. I have attached [relevant records].

Use the seller's written return process when it applies, but don't wait for a platform or bank deadline to expire. A retailer's policy may control a routine change-of-mind return; it doesn't necessarily eliminate rights involving goods that were misrepresented, defective, or never delivered.

2. Apply the rule that fits the facts

The seller has not shipped the order

The U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule addresses shipping promises. If a seller gives a shipping time, it generally must ship within that time. If no shipping time is given, the rule generally uses 30 days as the default.

If the seller can't ship on time, it generally must notify you of the delay and give you the choice to agree to a revised date or cancel for a prompt refund. That 30-day period concerns the seller's shipping obligation. It is not a general deadline for contacting the seller or filing a card dispute. Check the FTC for current federal guidance and reporting options.

If tracking says "delivered" but the package isn't there:

1. Check the delivery address, mailbox, parcel locker, safe location, and nearby households.
2. Ask the carrier whether it has a delivery scan, photo, GPS record, or signature.
3. Contact the seller in writing and ask it to investigate with the carrier.
4. Open the marketplace or payment-provider case before the stated deadline.
5. Keep the carrier case number and any delivery evidence.

A delivered scan may require more investigation than an order that was never shipped. The result can depend on the seller's proof, the platform's policy, the carrier's findings, and the payment method.

The item is defective or not as described

Describe the problem in observable terms. "The item is defective" is weaker than "the device will not power on after charging" or "the listing promised stainless steel, but the item is made of a different material."

Ask whether the seller wants a return, replacement, repair, or inspection. Before sending the item back:

• Photograph the item, packaging, labels, and damage.
• Save the listing and compare the product with the promised specifications.
• Request return instructions in writing.
• Use tracked shipping when a return is authorized.
• Keep the shipping receipt and delivery confirmation.
• Ask who pays return shipping and whether an inspection condition applies.

There is no general U.S. federal 14-day return period for every online purchase simply because it was made online. The seller's policy, an express or implied warranty, state law, and the facts of the transaction may all matter. A policy for an EU or UK purchase should not be assumed to apply to a U.S. transaction.

The transaction was unauthorized

Contact the card issuer or bank immediately using the number on the card or the institution's official website. Change the relevant account password, enable multifactor authentication, and secure any marketplace or payment account connected to the transaction.

Use the unauthorized-transaction process only when you genuinely didn't authorize the payment. If you ordered an item but received the wrong product, report the merchandise problem accurately. Mislabeling it as fraud can delay the investigation and weaken an otherwise clear record.

Marketplace and PayPal processes

A marketplace protection program is a company policy, not the same thing as a federal refund right. Eligibility, deadlines, exclusions, and appeal steps can vary by country, account, product category, and payment method. Use the instructions shown for the specific order or account.

PayPal

For a U.S. PayPal account, the PayPal U.S. Purchase Protection policy states that a dispute must be opened within 30 days of delivery or fulfillment, when applicable, or within 180 days of the date the payment was sent, whichever is sooner. Don't rely on a simple "180 days" rule without checking the transaction details and current policy.

The usual process is:

1. Open a dispute through PayPal's Resolution Center within the applicable period.
2. Select the reason that matches the facts, such as non-receipt or a significant difference from the listing.
3. Upload the order record, tracking, listing, photographs, and seller communications.
4. If direct contact doesn't resolve the issue, escalate the dispute to a claim as PayPal instructs.

PayPal's policy says that if you pursue a claim under its Buyer Protection Program, you can't pursue a claim with the card issuer at the same time or seek double recovery. If the PayPal payment was funded by a credit card, compare the two routes before filing. A PayPal case and a card-network chargeback are separate processes.

Amazon

Amazon marketplace deadlines and eligibility conditions depend on the marketplace where the order was placed. For a U.S. order, open the order in your account, contact the Marketplace seller when directed, and use the current customer-service or A-to-z option if the order qualifies.

Don't copy a deadline from another country. The Amazon A-to-z Guarantee page is for Amazon EU S.à r.l., not the U.S. storefront. It describes conditions that include contacting the seller for more than 48 hours, waiting three days after the latest estimated delivery date or a delivery confirmation, and filing while the last possible delivery date is within 90 days. Those terms should not be treated as a U.S. deadline.

Keep the seller conversation, delivery record, and return evidence inside the order's support process when possible. If Amazon asks a specific question, answer it directly and submit records tied to that order.

eBay

Open the order in Purchase History and choose the reason that matches the problem, such as an item not received or an item that doesn't match the description. Follow the current Money Back Guarantee instructions displayed for that order. A generic "30-day eBay deadline" isn't reliable for every product, transaction, or dispute type.

If the seller offers a partial refund, decide whether it actually fixes the problem before accepting it. Check what eBay says about closing a case or accepting an offer, and save a record of the agreement.

Credit-card disputes and chargebacks

A credit-card billing dispute and a chargeback overlap, but they aren't identical:

• A billing-error process may involve rights under federal law.
• A chargeback is generally the issuer's request through the card network to reverse a transaction.
• The issuer decides whether the dispute meets the applicable requirements.
• Network deadlines vary by card brand, reason code, transaction type, and issuer. A 120-day period is not universal.

Call the issuer promptly using the number on the back of the card. Ask which process applies to a merchandise dispute, non-delivery, duplicate charge, refund problem, or unauthorized transaction.

For a U.S. credit-card billing error, federal rules generally require written notice to the issuer's billing-dispute address within 60 days after the statement containing the error was sent. A phone call or online form may not replace that written notice, so follow the issuer's instructions carefully.

Include:

• Your name and account information
• The transaction date and amount
• The merchant name
• A factual explanation of the problem
• The remedy you requested from the seller
• Copies of the receipt, listing, tracking, correspondence, and return records

Send copies rather than irreplaceable originals. Continue paying amounts that aren't part of the dispute and follow the issuer's directions about the disputed balance.

Debit cards, prepaid cards, ACH payments, wire transfers, and payment apps don't automatically use the same protections or procedures as a credit card. Contact the bank or provider immediately, ask which deadline applies, and report unauthorized electronic transfers as soon as possible. A credit-card billing-error deadline should not be assumed to apply to a debit or ACH merchant dispute.

If the seller says a refund was issued

Ask for four details:

• The date the refund was submitted
• The amount and payment method credited
• A refund confirmation or reference number
• Any stated processing period

Then check the original credit card, bank account, PayPal balance, or other payment source. If the stated processing period has passed, give the reference number to the payment provider and ask whether it can trace the credit. If no refund was actually issued, say that clearly in the dispute.

Tell the card issuer, bank, or PayPal if the refund later posts. Keeping both a refund and a dispute credit can create a duplicate recovery that has to be corrected.

If the first response is a denial

Read the reason before sending another complaint. The denial may point to missing evidence, a missed deadline, or an eligibility exclusion.

1. Ask whether an appeal, reconsideration, or second review is available.
2. Respond to the stated reason instead of repeating the entire complaint.
3. Attach only the records that answer that reason.
4. If the amount justifies further action, send a formal demand letter stating the order details, requested remedy, supporting records, and a reasonable response date.
5. Report suspected deceptive conduct to the FTC or your state consumer-protection office. A complaint can help identify a pattern, but an FTC report does not itself order a merchant to refund you.
6. Consider small claims court if the amount is within your state's limit and the seller can properly be sued there.

Small claims rules differ by state. Check the court's official website for the filing limit, venue, service requirements, fees, and the business's correct legal name. An out-of-state or overseas seller may be harder to serve or to collect from, so check those practical issues before paying a filing fee.

Frequently asked questions

Does the FTC give me 30 days to contact the seller?

No. The FTC's 30-day default concerns when an order must be shipped if the seller gave no shipping time. It isn't a universal deadline for contacting the merchant or filing a chargeback.

Can I use PayPal and my credit-card issuer for the same purchase?

PayPal's U.S. policy says you must choose between a PayPal Buyer Protection claim and a claim with your card issuer, and you can't receive double recovery. Compare the deadlines and protections before choosing, then tell each provider about any existing case.

Is 120 days always the chargeback deadline?

No. The deadline depends on the card network, issuer, reason for the dispute, and transaction facts. Contact the issuer as soon as you identify the problem instead of waiting for a commonly quoted number.

What if a marketplace says the item was delivered?

Submit the carrier record, delivery details, photographs, and communications with the seller. Ask the carrier and seller to investigate, then use the marketplace or payment-provider process before its deadline. A delivery scan doesn't automatically settle every dispute.

Can I get a refund just because I changed my mind?

Not necessarily. A retailer's return policy may allow it, but there is no general U.S. federal 14-day return right for every online purchase. Defective, misrepresented, or undelivered goods may involve different rules.

Will an FTC complaint get my money back?

Usually not. The FTC collects reports and may use them in enforcement or consumer alerts. Your immediate refund route is normally the seller, marketplace, PayPal, card issuer, or bank, followed by a state complaint or court claim when appropriate.

Write down the earliest deadline that applies to your payment method, send the seller a specific written request, and open the first eligible case with the evidence attached.