If a package is late, don't jump to a chargeback. Save the promised shipping or delivery date, the full tracking history, and your messages with the seller. Ask the seller in writing for a delivery plan or a refund. If that fails, open the marketplace case that matches the facts, and if you paid by credit card, start an eligible billing dispute before that separate deadline expires.
A carrier running behind, a seller who never shipped, and a scan that says delivered when nothing arrived are different problems. The evidence you need, and the remedy you can reasonably ask for, changes with each one.
This is for U.S. consumers. PayPal, Amazon, eBay, AliExpress, Etsy, and carrier rules still vary by marketplace, service, location, and transaction, so use the terms and deadline currently shown in your account.
First identify what went wrong
| Situation | Best first route | Evidence that matters |
|---|---|---|
| The seller never shipped | Seller, then marketplace | Order confirmation, promised ship date, missing acceptance scan |
| The package is still moving past the estimate | Seller and carrier inquiry | Tracking history, exception notices, revised delivery estimate |
| Tracking says delivered, but you don't have it | Seller, carrier, then marketplace | Delivery photo, signature, GPS or scan details, address verification |
| The item arrived damaged or incomplete | Seller and carrier claim | Photos, packaging, delivery record, item description and value |
| A promised refund has not appeared | Seller or marketplace, then payment provider | Refund confirmation, transaction record, card statement |
A tracking number is not proof that the seller shipped on time, and it is not proof that you received the parcel. It becomes stronger when it shows an acceptance scan, a complete scan history, and delivery confirmation tied to the correct address.
What the FTC shipping rule covers, and what it doesn't
The FTC's Mail, Internet, or Telephone Order Merchandise Rule generally requires a seller to ship within the time it advertised. If no shipping time was stated, the rule generally uses a 30-day standard.
If the seller can't ship by that date, it generally must send a delay notice and give you a chance to agree to a later shipment or cancel for a prompt refund. The exact notice requirements depend on the circumstances.
That rule is about the seller's shipment promise. It does not automatically pay you because a carrier missed an estimated arrival date, and it does not decide whether PayPal, Amazon, eBay, or a card issuer must approve a claim. Those companies apply their own policies. The seller's duties under the shipping rule remain a separate question.
Carrier fault can matter for reimbursement from USPS, UPS, FedEx, or another carrier. It does not, by itself, decide your refund or marketplace dispute.
Work the problem in this order
Save the original promise and tracking record
Listings, order pages, and tracking events can change. Before they do, keep:
- The order confirmation and product listing
- The promised shipping date and the estimated or guaranteed delivery date
- The tracking number and every scan or exception
- Messages with the seller and the carrier
- Delivery photos, signatures, or notes that no parcel was received
- Your payment record and any refund confirmation
Screenshots or downloaded files that show dates and times are more useful than edited images. Keep the originals.
Ask the seller for a specific remedy
Send a short message through the marketplace or the seller's support channel. Include the order number, the promised date, the latest tracking event, and what you want.
Order [number] was promised to ship or arrive by [date]. Tracking [number] currently shows [status]. Please confirm the delivery plan or process a refund. If the shipment will be delayed, please explain the revised date and my cancellation options.
A written request creates a timeline. It also gives the seller a chance to locate the package, fix an address problem, or refund you without a formal case.
Open the marketplace case that matches the facts
Choose the reason that fits what actually happened:
- Item not received when the order hasn't arrived
- Late delivery when the platform offers a separate remedy for that
- Item not as described only when the item you received materially differs from the listing
- Damaged or incomplete when the parcel arrived with a physical problem
Upload a concise timeline, not a pile of unrelated screenshots. Don't claim an item was never delivered if you received it, and don't call a late carrier scan fraud.
Protect any credit-card deadline
A platform case and a credit-card billing dispute are separate processes. If the order was charged to a credit card and the goods were never delivered, the FTC's consumer guidance on billing errors says to dispute the error in writing within 60 days after the statement containing the error was sent.
The issuer generally must acknowledge the written dispute within 30 days unless it resolves the issue sooner, and it must resolve the dispute within two billing cycles, but no more than 90 days. During the investigation, you generally don't have to pay the disputed amount or related finance charges. You should still pay the rest of the bill.
Send the dispute to the billing-dispute address listed on the statement, not merely to the payment address. Include the order record, promised date, tracking history, seller correspondence, and the remedy you requested.
This federal billing-error process applies to qualifying credit-card disputes. Don't assume the same 60-day rule applies to a debit card, ACH transfer, prepaid account, peer-to-peer payment, wire, or cryptocurrency payment. Those methods have different protections and bank procedures. Some issuers may extend the 60-day window when a shipment is delayed, but don't count on extra time unless your issuer confirms it.
If a marketplace review is still pending and the card deadline is approaching, contact the card issuer rather than waiting silently. Tell the issuer about the marketplace case and avoid seeking a duplicate refund.
Use a carrier claim when the carrier is responsible
A carrier investigation can help locate a parcel or reimburse the party that purchased the shipping service. It usually does not replace the seller's duty to address your order.
The seller or shipping-account holder often has the strongest ability to file. Ask the seller to open a claim, or check the carrier's rules if you bought the label yourself. Keep the claim number and upload the same factual timeline you used in the marketplace case.
Platform-by-platform steps
PayPal
Open the transaction and use PayPal's Resolution Center as soon as the delivery problem is clear.
- Select the reason that accurately describes the problem.
- Upload the order confirmation, tracking history, seller messages, and delivery evidence.
- Watch the case page for requests and the date by which you must respond.
- If the seller doesn't resolve the dispute, follow the instructions for escalating it to a claim.
- If the PayPal payment was funded by a credit card, tell the card issuer about the PayPal case before filing a separate billing dispute.
The deadline shown for that transaction, and PayPal's current terms, control the case. Don't copy a cutoff from an old blog post.
Amazon
Use the order's Problem with Order flow, or the equivalent help path shown on that order, and message the seller through Amazon so the communication stays attached to the purchase. If the order is eligible for an A-to-z Guarantee claim, follow the current instructions on that order page.
Amazon's rules vary by marketplace. Amazon's France A-to-z help page, for example, describes conditions involving contact with the seller, a waiting period, and the latest possible delivery date. Those conditions are not a U.S. rule. Don't import a deadline from another country or from a seller forum.
If you're the seller answering a claim, respond inside Amazon's stated window with a date-ordered explanation, tracking records, delivery proof, and any refund record. A carrier claim is not a substitute for answering the Amazon case.
eBay
Open the order's current Item Not Received or delivery-problem process before the deadline shown in your account. Attach the listing, order confirmation, promised date, tracking history, and seller messages.
An estimated delivery date is not the same thing as an eBay guaranteed-delivery program. A guaranteed-delivery benefit may depend on the listing, destination, shipping service, and program terms. Use the instructions attached to that order rather than assuming every late package qualifies for compensation.
AliExpress and Etsy
Use the order page's dispute or case process and check the protection timer before contacting support. International orders can involve customs holds, incomplete addresses, refused delivery, and return-to-sender events, so include those records when they apply.
There is no single "15-to-60-day" rule that covers every order. The available remedy and filing period can vary by platform, country, shipping method, and order terms. If a U.S. credit card funded the purchase, its billing-dispute deadline remains a separate issue.
Deadlines that actually matter
| Route | Deadline or standard | Important limitation |
|---|---|---|
| Seller shipment promise | The advertised time; generally 30 days if no time was stated | The FTC rule addresses shipment and delay notices, not automatic late-delivery compensation |
| Credit-card billing error | Written notice within 60 days of the statement containing the error | This is for qualifying credit-card disputes, not every payment method |
| Marketplace case | The deadline shown in the order or current platform terms | PayPal, Amazon, eBay, AliExpress, and Etsy do not share one universal deadline |
| USPS claim for qualifying damage or missing contents | USPS says to file no later than 60 days after mailing for the listed domestic claim situation | Other claim types and services can have different requirements |
| USPS postage refund | Service-specific eligibility; USPS says refund requests normally process in 2-3 business days | A late parcel doesn't automatically qualify for a postage refund |
| UPS claim | Follow the current claim portal and the service agreement | Don't rely on a generic 15-day deadline without checking the shipment terms |
USPS separates postage refunds from claims for damage or missing contents. Its domestic refund guidance lists service-specific eligibility and normal processing times. If a refund is denied or only partly paid, USPS says you may dispute within 30 days of the decision. Its domestic claims guidance says qualifying claims for damage or missing contents must be filed no later than 60 days after mailing, with decisions usually sent within 5-10 days. Claim appeals have their own deadlines.
For UPS, use the official claim page and provide the tracking or label information, item description, value records, and requested photos or documents. Carrier contracts determine eligibility, filing rights, and timing.
Evidence that helps
If you are the buyer
Gather the order confirmation showing the seller, item, price, and delivery promise; a screenshot of the listing or checkout promise; tracking scans with dates and exception notices; messages showing you asked for an update or refund; a carrier case number, delivery photo, signature record, or written confirmation of a problem; and your card statement if you need to show the charge and statement date.
Write a one-paragraph chronology: order date, promised date, actual tracking events, contact attempts, and requested remedy. A dated sequence is easier to review than a long explanation.
If you are the seller, or you need to judge a seller's denial
Useful records include the promised shipping time and order record; pick-and-pack records, the shipping label, and the carrier acceptance scan; the complete tracking history and any carrier exception; the shipping address supplied at checkout; a delivery photo, signature, or other proof of delivery when available; delay notices, buyer responses, and refund transaction records; and a carrier claim number with supporting documents.
Proof of delivery can answer a claim that an order was not received. It does not prove the seller shipped by the promised date. A bill of lading can help with freight shipments; it is not normally the key document for an ordinary consumer parcel.
What usually happens in each scenario
If the seller missed the shipping date, point to the original promise and ask for a delay notice, a new date, or cancellation and a refund. When nothing shipped, an acceptance scan, or a label created without carrier possession, is important evidence.
If the seller shipped on time but the carrier is late, ask the seller to investigate and check whether the shipping service has a delivery guarantee or refund program. A carrier delay may support a carrier claim. It does not guarantee a marketplace refund or credit-card reversal.
If tracking says delivered, check the delivery address, photo, signature, parcel locker, front desk, neighbors, and any carrier instructions you authorized. Ask the seller or carrier for the delivery details. A wrong scan is a different problem from a parcel left where you said it could be left.
If the parcel arrived late and you kept the item, don't file an item-not-received claim. Say the issue is late shipment or late delivery and ask what remedy the seller or platform offers. A refund is not automatic just because arrival was later than an estimate.
If the first request is denied
Ask for the denial and the records supporting it. Then:
- Submit a focused appeal through the marketplace if an appeal option is available.
- Provide new, relevant evidence rather than repeating the same message.
- Use an eligible credit-card billing dispute before the 60-day written-notice period expires.
- Ask the carrier for an investigation or claim number when the problem is a loss, damage, or service failure.
- For a significant amount or repeated seller conduct, consider your state attorney general or local consumer-protection office.
An FTC report can help an agency identify patterns. It is not a substitute for the seller's refund process, a marketplace case, or a card issuer's billing-error procedure.
Frequently asked questions
Can I dispute a late package if tracking exists?
Yes. Tracking does not decide the case by itself. It may show that the seller shipped on time, that the parcel is still in transit, or that it was marked delivered. Match the claim to the actual status and attach the relevant scans.
Does the FTC guarantee a refund for every delayed delivery?
No. The shipping rule generally addresses the seller's shipment promise, delay notice, and cancellation or refund option. It does not create an automatic payment from a carrier or marketplace for every late arrival.
Who should file the carrier claim?
Often the seller or the party that bought the shipping service, but the answer depends on the carrier and service terms. Ask the seller to file and keep the claim number while you pursue any separate marketplace or payment remedy.
Do PayPal, Amazon, and eBay all use the same filing deadline?
No. Each platform can apply different deadlines by country, order type, payment method, and case reason. Use the deadline displayed in the transaction or current platform terms. An open platform case does not pause a separate credit-card deadline.
Screenshot the order confirmation and tracking page now, send the seller the short written request, and write down both the marketplace timer and, if you paid by credit card, the statement date that starts the 60-day billing-error clock.