For a U.S. online order, name the problem first: late shipment, missing package, faulty item, misleading listing, or unauthorized charge. The right complaint route depends on that choice.
Contact the seller in writing and request one clear remedy. Save the order record, but don't let a seller's promise push you past a marketplace or payment deadline.
Credit cards, debit cards, bank transfers, payment apps, and buy-now-pay-later accounts use different dispute procedures. This is general U.S. consumer information, not legal advice. State law, warranty terms, and account agreements can change the result.
First, identify the type of complaint
One purchase can involve more than one problem. Start with the description that fits best, then check the payment method.
| What happened | First response | Main issue to watch |
|---|---|---|
| The order never shipped or arrived late | Save the promised date and request cancellation, a refund, or a revised shipping date in writing | The FTC shipping rule addresses the seller's shipping promise |
| Tracking says delivered, but you did not receive it | Review the delivery details, contact the carrier and seller, and save the tracking record | You may need proof of nonreceipt, and platform or payment deadlines still apply |
| The item is faulty or not as described | Photograph the item and packaging, then review the return and warranty terms | State law, warranty language, seller policy, and platform rules may all matter |
| You did not authorize the charge | Contact the card issuer or bank and report it as unauthorized | Fraud and billing-error procedures depend on the payment method |
| A company sent merchandise you never ordered | Pause before paying or returning it, then read the FTC guidance on missing orders and unordered products | An unordered-merchandise issue is different from an ordinary return |
The payment method often decides which deadline matters. Turns out, the store's return page may be less important than the rules for the card, bank, app, or platform involved.
The U.S. rules that control common complaints
Late shipping and non-delivery
Start with the promised shipping date. Under the federal Mail, Internet, or Telephone Order Merchandise Rule, a seller needs a reasonable basis for the shipping time it advertises.
No shipping time stated? The general default is 30 days.
If the seller cannot ship on time, the rule generally requires a delay notice and a revised date. Depending on the length and nature of the delay, the buyer must be allowed to cancel for a prompt refund or agree to wait.
The rule focuses on shipment, not necessarily arrival at your door. The regulation defines shipment as physically placing the merchandise with the carrier.
A tracking label alone may not establish that. Keep the seller's message, carrier scan, and order-status page together.
For a missing order, ask the seller to investigate. Then name one remedy: replacement, refund, or proof of shipment and delivery. A standard return window may not resolve a non-delivery complaint.
Credit card billing errors
A product that was not delivered as agreed may qualify as a billing error on a credit card account. Certain charges for goods or services you did not accept can qualify too.
The written-notice deadline is strict. Send the dispute within 60 days after the first statement containing the error was sent to you.
Use the billing-error address printed on the statement. It may not be the address used for payments. Include your name, account information, disputed amount, and a simple explanation such as, "The merchandise was not delivered as agreed." Keep a copy and proof of delivery.
Unless the issuer has already corrected the problem, it generally must acknowledge the notice within 30 days. The investigation must finish within two billing cycles and no later than 90 days after the issuer receives the notice.
You generally don't have to pay the disputed amount or related finance charges during that investigation. Pay the rest of the statement on time.
The CFPB billing-error regulation sets out the formal requirements. The FTC's consumer guidance also recommends following up in writing.
A call can help move things along. It may not replace the written notice required for full federal protection.
Some issuers may extend the 60-day period when a shipment is delayed. Ask about that possibility, but don't rely on an extension unless the issuer confirms it.
That federal 60-day process does not automatically cover debit cards, bank transfers, payment apps, or buy-now-pay-later products. Contact those providers promptly and ask for their exact dispute procedure.
Defective or misrepresented goods
Use the listing and the paperwork together. Check the product description, invoice, return terms, warranty, and promises about the item's condition or performance.
Ask for one specific remedy. Depending on the applicable terms, that could be a repair, replacement, refund, or another solution.
Thing is, a change-of-mind return period isn't necessarily the whole answer. It also doesn't guarantee a refund for every defect. State law, warranty language, seller policy, and the facts of the transaction can change the result.
Photograph the item before returning it. Keep the packaging when possible. Don't discard, repair, or alter the item unless safety requires immediate action.
File the complaint without losing your options
Keep the facts consistent across every channel. These steps help preserve evidence while deadlines are still open.
- Preserve the evidence. Save the product page, seller information, order confirmation, promised shipping date, tracking history, price, and payment record. Capture pages that could change later.
- Write to the seller. Use an order page, support form, email, or another channel that creates a record. Identify the order, describe the problem, request one remedy, and set a response date you can track. Never send your full card number.
- Open a marketplace case when appropriate. Select the reason that fits, such as item not received or not as described. Check the platform deadline before submitting. Save the case number and every response.
- Protect the payment deadline. If a credit card purchase may involve a billing error, send written notice before the 60-day period ends. Don't wait for a seller's promise if the deadline is close. Report unauthorized charges as unauthorized.
- Confirm the resolution. Ask when and where a refund will appear. Save a refund reference, replacement tracking number, return receipt, or written promise.
- Choose the next escalation. Depending on the facts, that could be a payment dispute, consumer protection complaint, fraud report, or small claims case. Each route serves a different purpose.
Build an evidence file before the deadline
Useful evidence shows what the seller promised, what happened, and what you did afterward. To be honest, a dated timeline is often more useful than a long angry message.
- The product listing, seller name, description, photos, and stated terms
- The order confirmation, invoice, delivery promise, and payment record
- Tracking history, carrier messages, delivery photos, and address details
- Photos or video of damage, incorrect goods, packaging, labels, and serial numbers
- Emails, chats, call dates, names, platform case numbers, and refund promises
- Return authorization, shipping receipt, tracking, and proof that the seller received the item
Keep the original files. Date your notes, and redact unrelated account information before sharing screenshots.
Marketplace complaint rules are separate
A marketplace's buyer-protection policy is not federal law. It may offer a practical remedy, but its own eligibility rules and deadlines control that process.
Amazon
Amazon's A-to-z Guarantee policy describes protection for certain problems involving third-party sellers. The policy says an item materially different from its description may qualify when the seller does not issue a refund or exchange within 30 days of shipment.
The policy also says eligible claims can cover up to $2,500 of the purchase price, including shipping charges. That is an Amazon policy limit, not a universal limit on a consumer's legal claim.
The same policy page mentions a 75-day period for submitting a claim in covered circumstances. Check the current page for the event that starts that period before relying on the deadline.
Use the current order-help process and review the claim conditions before filing. Save the listing, seller messages, return tracking, and delivery evidence.
eBay
eBay has a separate clock. Under its Money Back Guarantee policy, a buyer can generally report an item not received after the estimated or actual delivery or collection date has passed.
The report's latest point is generally 30 calendar days after that date. The seller generally has up to three business days to respond.
The policy also says a buyer or seller may appeal an eBay decision within 30 calendar days. Those dates belong to eBay's process. They don't automatically apply to another retailer or marketplace.
Pick the escalation route that fits
Choose the route based on the result you need: a seller correction, a platform decision, a payment investigation, an enforcement record, or a court judgment.
| Route | Good fit | Important limit |
|---|---|---|
| Seller or retailer | A first request for a refund, replacement, or correction | A support promise is not the same as a completed refund |
| Marketplace dispute | An eligible order placed through that platform | The platform's deadline and eligibility rules control |
| Credit card issuer | Goods not delivered as agreed, certain billing errors, or unauthorized charges | Written notice and payment-specific procedures matter |
| Consumer protection agency or fraud report | Suspected deception, repeated conduct, or a business that disappears | A complaint may support enforcement but does not guarantee your personal refund |
| Small claims court | A documented monetary loss within the court's jurisdiction | Filing, service, venue, fees, and dispute-resolution terms vary |
Before filing in court, check the seller's legal name and address, the court's jurisdiction, service rules, and any arbitration or dispute-resolution language in the purchase terms. A short demand letter can state the amount you want and why.
A complaint message you can adapt
Make the message easy to match to the order. Include enough information to locate the purchase, but not unnecessary sensitive data.
Subject: Order [number] - request for [refund, replacement, or other remedy]
I placed order [number] on [date] for [item]. It was expected to [ship or arrive] by [date]. The problem is [brief description].
I am requesting [specific remedy]. I have attached the order confirmation, tracking information, and [photos or other evidence].
Please confirm the resolution by [date]. If you cannot resolve this by then, please explain the next available step in writing.
Thank you,
[Name]
If you're using the federal credit card billing-error process, send a separate written notice to the issuer's correct billing-error address. A message to the seller does not replace that notice.
Common questions
Does a store's 30-day return policy defeat my complaint?
Not automatically. A return policy may cover voluntary returns, while shipping delays, billing errors, warranties, and misrepresentation involve different rules. The facts still control.
Do I have a universal 120-day chargeback deadline?
No. There is no single deadline for every card, transaction, or payment method. For a qualifying credit card billing error, focus first on the federal written-notice period of 60 days and any separate issuer deadline.
Should I wait for the seller before contacting my card issuer?
Not if the 60-day deadline is close. Keep working with the seller if useful, but protect your position with the issuer.
What if the seller says it issued a refund?
Ask for the refund date, amount, and reference number. Check your statement. If the credit does not appear as promised, give that written proof to the issuer.
What if tracking says delivered?
Save the tracking record, delivery details, and messages with the seller and carrier. Use the applicable marketplace or payment dispute process before its deadline.
Open the order page and the first statement showing the charge. Record the dates, send one factual request to the seller, and calendar every marketplace or payment deadline before closing the tab.