Start with the seller or marketplace that took your payment. Save the promised shipping or delivery date, tracking history, and your requests for help. Ask for the remedy that matches the problem: cancellation and a refund if the order has not shipped, a replacement or refund if it appears lost, or a nonreceipt investigation if tracking says delivered but you do not have the package.
A late order does not automatically create a right to a carrier payment, a full seller refund, or a successful chargeback. U.S. federal rules, marketplace policies, carrier terms, and payment-issuer procedures control different parts of the dispute.
Identify the problem before disputing the charge
| What happened | Best first step | Important limit |
|---|---|---|
| The seller has not shipped the order | Ask to cancel and receive a refund in writing | The FTC rule concerns the seller's shipping commitment, not every carrier delay |
| The package is still in transit after the estimated date | Contact the seller and request a trace, replacement, or refund | An estimated date may not be a guaranteed delivery promise |
| Tracking says delivered, but you do not have the package | Check the delivery location, then report nonreceipt to the seller and carrier | Do not describe the charge as fraud unless you did not authorize it |
| The order arrived late | Ask the seller what remedy applies under the order or shipping terms | A late arrival does not automatically qualify for a full refund |
| The charge was unauthorized | Use the card or bank's fraud-reporting process immediately | This is a fraud claim, not a shipping-delay dispute |
The FTC Mail, Internet, or Telephone Order Merchandise Rule requires covered sellers to have a reasonable basis to expect that they can ship within the advertised time. If no shipping time is stated, the rule generally uses 30 days. When a seller cannot ship on time, it must obtain the buyer's consent to the delay or refund payment for merchandise that has not shipped.
That rule addresses the seller's shipping obligation. It is not a general delivery guarantee, and it does not automatically require UPS, FedEx, DHL, or USPS to pay a retail buyer because a package arrived late.
Build an evidence file
Save the information before an order page or tracking history changes.
| Evidence | What it helps establish |
|---|---|
| Order confirmation and invoice | The item, price, order date, shipping charge, and promised delivery window |
| Screenshots of tracking | The original estimate, revised dates, scan history, and current status |
| Seller's shipping and refund terms | Whether the date was guaranteed and what remedies were offered |
| Emails, chats, and call notes | Your attempts to resolve the issue and any admission of delay |
| Delivery details | A photo, signature, location scan, or carrier statement when tracking says delivered |
| Marketplace and carrier case numbers | That you used the available support and claim processes |
| Credit-card statement | The transaction date, merchant name, and disputed amount |
Keep original files and record when each screenshot was taken. Make a timeline showing the order date, promised date, tracking changes, your contacts, the seller's responses, and every deadline. Redact your full card number before sending documents.
If tracking says "delivered," check the shipping address, safe-place instructions, neighbors, building reception, and any delivery photo. Report the missing package promptly. State what you know rather than calling it stolen without supporting facts.
Follow these steps in order
1. Confirm the promised date and current status
Separate the date the seller promised to ship from the date the carrier estimated it would deliver. Save both. Look for wording such as "estimated," "guaranteed," "ships by," or "arrives by."
If the seller missed a stated shipping deadline and the order has not shipped, request cancellation and a refund. If the seller cannot ship within the promised time, the FTC rule generally requires the seller to obtain your consent to a delay or refund payment for merchandise that has not shipped.
If the package has already entered the carrier network, ask the seller to explain the available options. The FTC shipping rule does not turn a carrier estimate into a guaranteed delivery date.
2. Contact the seller first
The seller or marketplace usually controls the retail refund, even when the carrier caused the delay. Use a trackable email, the platform's message system, or a support ticket. Include:
- Order number and purchase date
- Promised shipping or delivery date
- Latest tracking status
- The remedy you want: refund, replacement, or cancellation
- A date for the seller to respond
Ask the seller to open a carrier trace when the package is lost or stuck. A promise to "wait a little longer" should not cause you to miss a marketplace or card-dispute deadline.
3. Use the marketplace's case process
A marketplace case creates a documented record and may be faster than dealing with a carrier separately.
Amazon: Open the order in Your Orders, review the delivery estimate, contact the seller or Amazon support, and use any missing-order or A-to-Z option shown for that transaction. Eligibility and timing can vary by order type and current policy, so follow the instructions displayed in your account. Save the case number and final decision.
eBay: Report an item that has not arrived through the order page after the estimated delivery date has passed. eBay's help page for items that have not arrived says that if the seller has not responded or provided a resolution after three business days, you can ask eBay to step in. The eBay Money Back Guarantee policy says buyers generally have 30 calendar days after the estimated or actual delivery or collection date has passed to report an issue, subject to eligibility rules and exceptions. It also describes a 30-day appeal period after eBay's decision.
Other marketplaces: Use the deadline and case category shown in the order record. A payment dispute may affect a platform case, so do not seek duplicate refunds for the same transaction. If you open a dispute with your card issuer, tell the marketplace and update both parties if the seller later refunds or delivers the order.
4. Ask the carrier for useful information
Carrier tracking is evidence, not the same thing as a retail refund decision. Use the carrier's official tracking or claims process to request:
- A delivery scan or photo
- Signature information
- The scan location and delivery address
- A trace for a package that stopped moving
- Confirmation that the package was returned, lost, or delivered
The seller may need to file the claim because the shipping account or insurance belongs to the sender. If you paid the carrier directly or shipped the item yourself, check whether you can file the claim. Carrier deadlines, eligible claimants, insurance limits, and required documents vary by service.
For example, UPS's supporting-document guidance emphasizes specific item descriptions and documents supporting the value of the contents. Use the carrier's current terms for the service purchased instead of relying on a generic deadline from an unrelated shipment.
A carrier claim and a seller refund solve different problems. A carrier may pay an eligible claim under its shipping contract, while the seller remains the party to contact about the price of an order you never received.
When a credit-card dispute may fit
A credit-card chargeback is an issuer and card-network process, not an automatic legal ruling. For a U.S. credit card, an order that never arrived can qualify as a billing error in some circumstances. The issuer reviews the evidence and decides whether the dispute fits its process.
The FTC's guidance on online orders that never arrive says to notify the seller promptly and explains that a charge for an order you never received may be disputed as a billing error.
Follow the FCBA timing rules
To use the strongest protections under the Fair Credit Billing Act:
- Send the dispute in writing within 60 days after the first statement containing the error was sent to you.
- Send it to the billing-dispute address listed on the statement. That address may differ from the payment address.
- Identify the account, merchant, transaction date, amount, and reason for the dispute.
- Attach the order confirmation, tracking records, seller correspondence, and marketplace decision.
- Keep a copy and proof that the issuer received your dispute or electronic submission.
The 60-day period starts with the statement containing the error, not the order date or the original delivery estimate. Some issuers may extend the period when a shipment is delayed, but do not rely on an extension without confirming it.
After receiving a proper written dispute, the issuer generally must acknowledge it in writing within 30 days unless the issue has already been resolved. It must resolve the dispute within two billing cycles, and no later than 90 days. During the investigation, you generally do not have to pay the disputed amount or related finance charges, but you should continue paying every undisputed part of the bill on time.
Use the accurate dispute reason
Select the closest accurate reason in the issuer's system:
- Merchandise not received: The promised date passed and the item still has not arrived.
- Merchandise not as agreed: The order or delivery service materially differed from what was purchased, if the issuer accepts that category.
- Unauthorized transaction: You did not authorize the charge.
Do not call a delay "fraud" simply because the carrier made a mistake. If the package arrives after you file, notify the seller and card issuer and follow their instructions. Keeping both a refund and the merchandise can create a new dispute.
Payment methods other than credit cards
The FCBA's 60-day written-dispute process applies to credit-card billing errors. Do not assume the same rule applies to every payment method.
| Payment method | What to do |
|---|---|
| Debit card | Contact the bank or debit-card issuer promptly and ask for its merchandise-not-received process and deadline |
| Prepaid card | Contact the card provider using the number on the card or account statement |
| ACH or electronic bank transfer | Contact the bank and seller immediately; reversal rights and deadlines depend on the transfer |
| Wire transfer | Ask the bank for an immediate recall or fraud review, though recovery is not guaranteed |
| Payment app | Use the app's transaction-dispute process and contact the linked bank if the payment was unauthorized |
A card issuer may use the word "chargeback" for several processes, but the legal protections and deadlines depend on the payment rail.
Templates you can adapt
Use facts and dates rather than threats. If the package has arrived, change the request so it accurately describes the problem.
Message to the seller
Subject: Order [number] - delivery deadline missed
I paid [amount] for [item] on [date]. The order confirmation stated that it would [ship by or arrive by] [date]. Tracking number [number] now shows [current status], and I have not received the order.
Please [refund the original payment, send a replacement, or confirm whether cancellation is available] and respond by [date]. I have attached the order confirmation, tracking history, and our prior messages.
Please confirm the resolution and any refund reference number in writing.
[Your name]Written credit-card billing dispute
[Date]
Billing Disputes
[Issuer address shown on the statement]
Re: Written billing dispute for account ending in [last four digits]
I dispute the charge of [amount] from [merchant] posted on [date]. I ordered [item] on [order date], and the seller promised delivery by [date]. The item has not arrived.
The first statement showing this charge was sent on [statement date]. I contacted the seller on [dates] and requested [a refund or delivery]. The response was [brief description], or the seller did not respond. Attached are the order confirmation, statement entry, tracking history, correspondence, and marketplace case information.
Please investigate this billing error and send written confirmation of the result. I am paying the undisputed portion of my account as required.
[Your name]
[Billing address]
[Phone or email]Do not include your full card number in email attachments. Follow the issuer's instructions if it requires an online form as well as a letter.
If the seller or issuer rejects the claim
Read the reason before submitting more evidence. Common problems include:
- The dispute was filed after the applicable deadline.
- The tracking record shows delivery to the correct address.
- The buyer described a late delivery as an unauthorized charge.
- The evidence shows an estimate, not a guaranteed date.
- The seller already issued a refund or replacement.
- The buyer disputed the entire transaction without identifying the missing item or amount.
- The card issuer received a merchant response that was not answered with specific facts.
Send a short rebuttal that addresses the stated reason point by point. For a "delivered" response, include the delivery address, photo or signature mismatch, carrier correspondence, and your report of nonreceipt. For a missed deadline, include the statement date and proof that the issuer received the dispute.
If the card issuer denies the claim, ask how to submit additional evidence or appeal. You can also report suspected deceptive business practices to the appropriate consumer-protection agency, but a complaint will not replace the seller, marketplace, or card issuer's deadline. For a significant amount, use the official court information for the seller's jurisdiction before considering a small-claims case.
Frequently asked questions
Does a late package guarantee a refund?
No. A missed estimate may support a request, but the result depends on the seller's promise, shipping terms, marketplace policy, and whether the order was eventually delivered. A seller that missed its promised shipping time may have obligations under the FTC merchandise rule, especially when the item has not shipped.
Can I dispute a charge if tracking says delivered?
You can report that you did not receive the package, but provide specific evidence and do so promptly. Check the address, delivery photo, signature, and location details first. The seller, platform, carrier, and issuer may each evaluate the delivery evidence differently.
Is the credit-card deadline 60 days after I place the order?
No. For the strongest FCBA protection, the written dispute must generally reach the issuer within 60 days after the first statement containing the billing error was sent. File as soon as the delivery problem is clear.
Should I contact the seller or carrier first?
Contact both when useful, but ask the seller or marketplace for the refund because that is where you made the purchase. Use the carrier to obtain tracking, delivery, or loss information that supports your request.
What if the seller refunds me after I file a chargeback?
Tell the card issuer immediately and confirm whether the dispute should be withdrawn or adjusted. Do not keep duplicate credits for the same order.