For a U.S. online purchase you authorized, start by saving the order record. Then contact the seller in writing, use the marketplace's case tool, and contact the payment provider if the problem remains unresolved. If you don't recognize the charge, skip the seller and contact your card issuer, bank, or payment app immediately.

A chargeback isn't an automatic refund. It is an investigation by the payment provider. The result depends on the payment method, dispute reason, evidence, applicable terms, and filing deadline.

These steps are for U.S. consumers. Marketplace and payment-provider rules can vary by country, account, seller, and transaction type.

Choose the route that fits the problem

Problem Start here Important limit
The order never arrived Seller and marketplace A shipping delay does not automatically guarantee a card refund
The item is wrong, damaged, counterfeit, or materially unlike the listing Seller and marketplace Save the listing and photograph the item before returning it
A promised refund never appeared Seller, marketplace, or payment provider Keep return tracking and the refund confirmation
You don't recognize the transaction Card issuer or bank Report it as an unauthorized transaction, not a product complaint
You paid through PayPal PayPal's transaction dispute process The deadline and eligible reasons depend on the terms that apply to the transaction
You paid by wire, cryptocurrency, gift card, or peer-to-peer transfer The payment provider immediately These payments may not have a standard card chargeback route

An authorized purchase that went wrong is different from a payment you didn't make. Don't describe a non-delivery or bad product as fraud merely because the seller failed to fix it. Choose the reason that accurately describes what happened.

The deadlines that control the dispute

Several time limits may apply at once:

Don't wait 30 days automatically. If a seller promised delivery or shipment by a specific date, start documenting the problem and requesting a remedy as soon as that date passes. If you may use the credit-card billing-error process, protect the 60-day written-notice deadline even while a marketplace case is open.

The 60-day period is not a universal chargeback deadline for every payment method. It is part of a federal credit-card billing-error process with specific requirements. Card-network and issuer procedures may have different deadlines, so ask the issuer which process applies.

Step 1: Save evidence before contacting anyone

Listings, tracking pages, and seller accounts can change after a dispute begins. Save copies while you can.

Collect:

Make a short timeline. For example:

  1. [Order date]: Order placed and delivery promised for [date].
  2. [Next date]: Tracking still shows that the seller has not shipped or the carrier has not accepted the package.
  3. [Date]: Refund requested through the seller's message system.
  4. [Date]: Seller stopped responding.
  5. [Date]: Marketplace case opened.

Use screenshots that show the page address, order number, and date when possible. Keep original files, but send copies. Don't email your full card number, security code, Social Security number, or one-time verification code.

Step 2: Ask the seller for a specific remedy

Contact the seller through the platform's message system and, if available, by email. Keep the message factual and brief. Ask for one clear outcome: a full refund, a replacement, or another remedy you would actually accept.

You can use this structure:

Subject: Order [number] - [problem]

I ordered [item] on [date]. The listing promised [delivery date or description]. The problem is [non-delivery, wrong item, damage, or material difference].

I am requesting [full refund, replacement, or other remedy]. Please confirm the next step in writing by [date]. I have attached [relevant evidence].

Don't rely on a phone call alone. A call can be useful, but written communication creates a record of what you reported and how the seller responded.

A response deadline isn't automatically a legal 48-hour rule. Some platforms may impose their own waiting period, so check the order and case screens. Otherwise, use a reasonable date that leaves enough time for a marketplace claim or payment dispute. If the seller offers a partial refund, ask whether accepting it would close the dispute or affect any further claim before agreeing.

Step 3: Use the marketplace's official case tool

If the seller does not resolve the problem, open a case from the order page rather than using a general customer-service form. Choose the closest reason, such as:

Depending on the marketplace, the route may be called Amazon's A-to-z Guarantee, eBay Money Back Guarantee, an Etsy case, or an order dispute on AliExpress, Shein, or Temu. These are examples of platform processes, not promises that every order qualifies. The name, eligibility rules, filing window, and required steps can vary by country and order type.

Check the current policy shown for your transaction instead of relying on an old list of fixed deadlines. Some platforms require you to contact the seller first. Others may require a return, a carrier investigation, or evidence uploaded within a specific window.

When you open the case:

  1. State the outcome you want.
  2. Upload the order record, listing, tracking, photographs, and seller messages.
  3. Explain the timeline in date order.
  4. Answer requests from the platform before its stated deadline.
  5. Don't close the case merely because the seller promises a refund. Confirm that the credit has posted and follow the platform's closure rules.

A marketplace decision is a company-policy decision. It does not replace a credit-card billing-error process or automatically determine every legal right you may have.

Step 4: Dispute a qualifying credit-card charge

The Fair Credit Billing Act provides a written process for certain credit-card billing errors. The FTC gives examples that include merchandise not delivered, merchandise not accepted, and charges that were not authorized.

Read the FTC's guidance on using credit cards and disputing charges and take these steps:

  1. Call the number on the back of the card to report the problem and ask where billing-error notices must be sent.
  2. Send a written dispute so it reaches the issuer within 60 days after the first statement showing the error was sent.
  3. Use the issuer's billing-inquiries address, which may be different from the address used for payments.
  4. Identify the charge by date, amount, merchant, and the account identifier requested by the issuer.
  5. Describe the facts accurately. Say whether the merchandise was not delivered as agreed, was not accepted, was materially different from the listing, or involved another billing problem.
  6. Enclose copies of the order confirmation, listing, tracking history, communications, photos, and other supporting records.
  7. Keep proof of delivery for the dispute letter, or use the issuer's secure dispute channel as instructed.

The issuer generally must acknowledge a written billing-error complaint within 30 days unless it has already resolved the issue. It generally must resolve the dispute within two complete billing cycles and no more than 90 days. Those are investigation deadlines, not a promise that the claim will be approved or that a refund will arrive on a particular day.

Pay the balance you don't dispute and follow the issuer's instructions while the investigation is open. Don't stop making all card payments simply because you sent a dispute.

The FTC sample dispute letter shows the basic information to provide. A simple version is:

Date

Billing Inquiries Department [Card issuer]

I am writing to dispute a charge of [$amount] made on [date] to [merchant]. The merchandise was [not delivered as agreed, not accepted, materially different from the listing, or affected by another billing problem].

Please investigate and correct this billing error. I have enclosed copies of the order confirmation, tracking information, communications, photographs, and other documents supporting my dispute.

Sincerely,

[Name] [Account number or identifier requested by the issuer]

Enclosures: [List the documents enclosed]

For a wrong or materially different item, attach the original listing and clear photographs. Ask the issuer whether it should be handled as a billing error, a merchant dispute, or another card-network process. That classification can affect the evidence and deadline.

A debit card, prepaid card, bank transfer, and credit card don't use identical dispute rules. Don't assume the 60-day credit-card billing-error procedure applies to a debit purchase. Contact the bank promptly and ask whether the issue should be handled as an unauthorized electronic transfer, a merchant dispute, or another type of claim.

PayPal, buy now, pay later, and other payment providers

If you paid through PayPal, open the transaction in the Resolution Center and select the reason that matches the facts. PayPal's deadline and Buyer Protection eligibility depend on the terms applicable to your account and transaction. Don't rely on a generic 180-day figure copied from another country or an older help page.

If PayPal was funded by a credit card, tell the card issuer whether you opened a PayPal case. PayPal's terms may require you to choose between a PayPal claim and a claim with the card issuer. In any event, don't seek or keep two refunds for the same charge. If one provider refunds you, update the other provider immediately.

For a buy now, pay later purchase, contact both the merchant and the lender if necessary. Ask how the lender handles non-delivery, a return, or a billing dispute, and get written confirmation about any change to the payment schedule. A merchant's refund promise doesn't necessarily mean the BNPL balance has already been adjusted.

For wire transfers, cryptocurrency, gift cards, and peer-to-peer payments, contact the provider immediately and preserve the transaction details. Recovery options may be limited. A report to the marketplace or a government agency should supplement, not replace, the provider's fraud process.

How the U.S. shipping rule affects late orders

The FTC's Mail, Internet, or Telephone Order Merchandise Rule applies to covered merchandise orders.

In general:

The FTC business guide explains the notice and refund requirements in more detail. The rule concerns when a seller must ship. It does not itself guarantee that a marketplace will approve a claim, require a card issuer to reverse a charge, or guarantee delivery by a particular date.

Keep the original shipping promise and every delay notice with your evidence. A failure to provide the required notice can support a refund request, but the facts and type of transaction still matter.

Evidence that makes a dispute easier to review

Organize documents around the reason for the claim.

Non-delivery

Provide the promised shipping or delivery date, tracking history, delivery address, seller messages, and any notice that the seller delayed or canceled shipment. A tracking page showing only that a label was created is different from a carrier scan showing acceptance.

Wrong, damaged, or misrepresented item

Save the original listing and place it next to clear photographs of what arrived. Show packaging damage, labels, model numbers, measurements, missing parts, or other details that demonstrate the difference. Avoid modifying or discarding the item until the seller or platform explains the return process.

Refund not received

Include the return authorization, return tracking, delivery confirmation, seller's refund promise, and statements showing that the credit has not posted. State the exact refund amount and the date the seller said it was issued.

Unauthorized transaction

Provide the statement entry and any account alerts, but contact the bank or issuer immediately through its official number or app. Change reused passwords and secure the shopping or payment account. Don't negotiate with anyone who asks for a verification code or remote access to your device.

A one-page summary followed by labeled attachments is easier to review than a long, unorganized message.

If the seller, platform, or issuer says no

First, identify the reason for the denial. Common reasons include a missed deadline, an incomplete return, delivery confirmation, evidence that doesn't show the difference between the listing and the item, or a claim filed under the wrong category.

Then:

  1. Request the decision and the next appeal deadline in writing.
  2. Answer the specific reason for denial instead of resending the same message.
  3. Add missing evidence, such as the original listing or carrier record.
  4. Explain any delivery scan that is inconsistent with what happened.
  5. Tell the issuer or platform about any refund, replacement, or other payment already received.
  6. Save the case number and every response.

If a credit-card issuer appears not to have followed the written billing-error process, use its formal complaint channel and consider seeking help from a consumer-protection agency. For a significant amount, check your state's small-claims rules, the purchase agreement's dispute terms, and any arbitration provision before choosing a legal route. This is general information, not legal advice.

You can report a suspected online-shopping scam through the FTC's complaint information. An FTC report can help identify patterns and support enforcement, but it usually isn't a personal refund service. Continue pursuing the seller, marketplace, bank, or payment provider separately.

Printable dispute checklist

If you're starting now, save the order page and the first statement showing the charge, then write down the earliest deadline before you contact the seller.