The short answer

When an item arrives defective, damaged, unsafe, or materially different from its listing, write to the seller or retailer first. Include the order number, explain the problem plainly, ask for one specific remedy, and give a reasonable date for a reply. Save the listing, photos, messages, receipts, and shipping records.

If the seller doesn't fix the problem, use the marketplace's dispute process. A credit-card purchase may also qualify as a billing error. In that case, your written dispute must reach the card issuer within 60 days after the first statement containing the error was sent. That is a credit-card billing-dispute deadline, not a general return deadline for defective products.

The Federal Trade Commission's guidance on solving problems with a business recommends being clear about the result you want, keeping notes, and saving copies of online messages and letters.

The legal information below is for U.S. consumers. A marketplace may apply different terms to orders placed in another country.

Before you send anything

Keep the item and build the record

Stop using the product if continued use could cause injury or make the damage worse. Take photographs of the item, packaging, shipping label, serial number, and defect. If the package was visibly damaged, photograph the outside before opening it when possible.

Keep the product and its packaging until the seller, carrier, or manufacturer gives you return or inspection instructions. Don't repair, modify, or throw it away before documenting the condition and checking the warranty terms, unless leaving it untouched creates an immediate safety risk.

Gather:

• Order number, receipt, invoice, and purchase date
• Product name, model, and serial number
• Photos or video showing the problem
• Screenshots of the listing, specifications, warranty, and return terms
• Delivery date and tracking information
• Messages exchanged with the seller or platform
• A repair estimate or safety notice, if relevant
• The payment statement showing the charge

Choose the right route

Different remedies may be handled by different parties.

A store return, an eBay or Amazon guarantee, a manufacturer's warranty, and a credit-card dispute are separate systems. Using one doesn't automatically cancel or replace the others. The FTC offers consumer guidance and accepts reports, but an FTC report isn't an order requiring a particular business to refund you.

Complaint letter templates

Use the shortest message that fits. Replace the bracketed text and attach copies, not your only original documents.

1. Seller or marketplace refund request

This is usually the best first message. Send it through the seller's official messaging system, the order page, or the platform's customer-service form.

Subject: Defective Item Refund Request - Order [Order Number]

Hello [Seller or Support Team],

I bought [product name] on [date] under order number [order number] for [amount]. It was delivered on [delivery date]. The problem is:

[Describe what happened, when you noticed it, and whether the item was used.]

I am requesting [a full refund to the original payment method / a replacement / another remedy]. If the item must be returned, please send the return instructions and a prepaid label if one is required.

I attached photographs of the defect and my order information. Please reply by [date, usually 7 to 14 calendar days from this message].

Thank you,

[Full name]
[Email address]
[Phone number]

Stick to observable facts. "The blender motor stops after 20 seconds" gives the recipient something to investigate; "This is a terrible product" doesn't. If the item may be hazardous, describe what you saw without making a technical conclusion you can't support.

2. Follow-up letter to a retailer or seller

Send this when an initial message has gone unanswered or the proposed solution doesn't address the problem.

[Your name]
[Your mailing address]
[Email address]
[Phone number]

[Date]

[Business or seller name]
[Business address or official complaint email]

Re: Defective [product] - Order [number]

Dear [business or seller name],

On [purchase date], I bought [product, model, and description] for [amount]. The order was delivered on [date]. On [date], I found this problem:

[Briefly describe the defect. State whether the item was unused, used only as directed, or inspected before the problem appeared.]

I contacted [seller or platform] on [dates] and asked for [refund, replacement, repair, or return instructions]. The response was [summarize the response, or say that no response was received].

I am requesting [specific remedy]. Please confirm in writing how you will resolve this matter by [date]. If you believe a policy or warranty limits the remedy, please identify the applicable term and explain how it applies.

I attached copies of my receipt, photographs, listing, warranty information, and earlier correspondence. Please preserve the records associated with this transaction.

Sincerely,

[Your name]
[Order number and account email]

Use the business's official customer-service or billing address. If you mail the letter, choose a delivery method that provides proof of delivery. For an email or online form, save the complete message and the submission date.

3. Manufacturer warranty claim

A warranty may offer repair or replacement rather than a refund. Check its remedy and exclusions before sending this request.

Subject: Warranty Claim - [Product] - Serial Number [number]

Dear [Manufacturer Warranty Department],

I am requesting warranty service for my [product name and model], serial number [number]. I bought it from [seller] on [date], and I attached a copy of my receipt.

The defect is:

[Describe the problem, when it began, and any troubleshooting already completed.]

The product has been used [as directed / only for ordinary household use / as otherwise explained]. I have not made unauthorized modifications or repairs.

Please confirm whether this claim is covered and provide instructions for [repair / replacement / another remedy available under the written warranty]. Please reply by [date].

Attached are the receipt, photographs or video, a photograph of the serial number, and a copy of the warranty.

Regards,

[Full name]
[Address]
[Email and phone number]

Contact the seller separately if you want a refund. A warranty request to the manufacturer doesn't necessarily create a refund obligation for the manufacturer.

4. Credit-card billing-error dispute

Use this procedure only for an eligible credit-card billing error. Send the letter to the issuer's billing-dispute address, which may be different from the address used for payments. The FTC's credit-card dispute guidance says the notice must reach the issuer within 60 days after the first bill containing the error was sent.

[Your name]
[Your address]
[Date]

Billing Disputes
[Card issuer name and billing-dispute address]

Re: Billing-error dispute for [merchant] - [amount] charged on [date]

I am writing to dispute a charge of [amount] from [merchant] that appears on my statement dated [statement date]. The charge was for [product and order number].

The product was defective because:

[Describe the defect briefly.]

I contacted the merchant on [dates] and requested [refund, replacement, or another remedy]. The merchant [refused, did not respond, or provided an inadequate resolution]. I enclosed copies of my order, photographs, correspondence, and the statement entry.

Please investigate this transaction as a billing error and send me written confirmation of the result. Please credit or remove the disputed amount as required by applicable law and your dispute procedures.

Sincerely,

[Your name]
[Account number or last four digits only]
[Phone and email]

Keep a copy and proof of delivery. Continue paying amounts that aren't disputed, and follow the issuer's instructions. The issuer generally must acknowledge a written dispute within 30 days unless it has already resolved the matter. The investigation generally must be completed within 90 days.

A debit card, prepaid card, bank transfer, or payment app doesn't use this exact credit-card process. Contact that provider promptly and ask which merchandise-dispute procedure applies.

5. Damaged delivery or potentially unsafe item

This version works when the package or product was damaged on arrival.

Subject: Damaged or Unsafe Item - Order [number]

Hello [Seller, Retailer, or Marketplace Support],

Order [number] for [product] was delivered on [date]. The package and product were damaged as follows:

[Describe the visible packaging damage and the condition of the item.]

I attached photographs of the package, shipping label, product, and defect. I have stopped using the item and am keeping the packaging available for inspection.

Please provide [a prepaid return label and full refund / a safe replacement / written instructions] by [date]. If a carrier claim is required, please tell me whether you or I should open it and what documents are needed.

Thank you,

[Full name]
[Order number]
[Email and phone]

For a fire, electric shock, poisoning, serious injury, or another urgent danger, get emergency or medical help first. Preserve the product and records. Consider qualified legal advice before returning or altering an item involved in an injury.

What makes a complaint useful

A business needs to match your message to a transaction and decide what to do next. Make that easy:

1. Put the transaction first. Include the order number, item, price, purchase date, and delivery date.
2. Describe the sequence. Say what happened, when it happened, and whether you used the item as directed.
3. Give the history. List contact dates, case numbers, and the seller's response. If nobody replied, say so.
4. Ask for one main remedy. Choose a refund, replacement, repair, or return instructions. You can mention one acceptable alternative.
5. Use a real date. Seven to 14 calendar days is a practical response request for an ordinary dispute, not a universal legal deadline.
6. Send organized copies. Names such as Order1234_defect.jpg and merchant_response.pdf are easier to track than a group of unnamed files.
7. Keep the tone factual. Leave out insults and unsupported claims about fraud, injury, recalls, or legal violations.
8. Save the entire record. Keep the message, attachments, delivery proof, case number, and every response.

A concise complaint with a clear request is more likely to be processed than a long account of every frustration.

Marketplace procedures and deadlines

Marketplace rules are company policies, not one general U.S. rule. A return window may depend on the seller, product category, purchase channel, country, and order. Don't assume that every defective item has a 30-day claim window. Open the order and read the instructions attached to that purchase.

The official eBay Money Back Guarantee policy sets its own eligibility and timing conditions. It says a buyer or seller may appeal an eBay decision within 30 calendar days. Check the current policy and transaction page before a window closes.

Don't close a marketplace case just because a seller promises a refund. Wait until the refund posts, the replacement arrives in acceptable condition, or the platform tells you what to do.

If the seller says no

Keep the escalation orderly. You don't need to open every possible dispute at once, but you do need to protect the deadlines that apply to your purchase.

1. Ask for the reason in writing. Request the exact policy or warranty term supporting the refusal.
2. Escalate within the marketplace. Upload the original listing, order record, photos, and complete message history.
3. Contact the payment provider. For a credit card, use the written billing-error process and make sure the notice reaches the issuer within 60 days. Tell the issuer about any merchant refund already in progress.
4. Report a serious safety concern. Keep the evidence and use the appropriate government product-safety reporting route if the item may injure consumers.
5. Consider the BBB or FTC. The BBB isn't a government agency and can't force a refund. An FTC report can help identify unlawful patterns, but it usually doesn't act as your private dispute representative.
6. Check small claims court. Filing limits, fees, venue, and service requirements vary by state. The FTC notes that some states set limits as high as $25,000. Use the court's official instructions.
7. Get legal help after an injury or major loss. Product-liability claims involve different evidence and deadlines from an ordinary return.

Avoid double recovery. If the merchant refunds a charge after you've filed a card dispute, notify the issuer promptly and keep proof of the refund.

Mistakes that can cost you time

• Treating the FTC as a customer-service department
• Calling the 60-day credit-card billing-error deadline a general return deadline
• Using a credit-card template for a debit card or payment app
• Assuming every marketplace gives you 30 days to report a defective item
• Demanding that a manufacturer issue a refund when its warranty only promises repair
• Returning an unsafe item without photographing it or following shipping instructions
• Sending your only receipt or only copy of the evidence
• Making unsupported claims about fraud, injury, recalls, or legal violations
• Moving all communication off the marketplace
• Waiting for a seller's reply until the platform or card-dispute deadline has passed

Frequently asked questions

Can I demand a full refund for a defective product?

You can request one, but the available remedy depends on the seller's terms, warranty, applicable state law, the nature of the defect, and how you bought the item. Some disputes end with a repair or replacement instead.

Does the seller have to pay return shipping?

That depends on the seller's policy, marketplace rules, warranty, and applicable law. Ask for a prepaid label in your first message. Don't pay expensive return shipping without confirming whether it will be reimbursed.

Is 14 days a legal deadline for the seller to answer?

Not generally. A 14-day response request can make your letter clear, but there is no single U.S. rule requiring every seller to answer a defective-product complaint within 14 days. Platform and payment deadlines may be different.

What if I paid with a debit card?

Contact the bank or payment provider immediately and ask for its merchandise-dispute procedure. The Fair Credit Billing Act process described by the FTC applies to eligible credit-card billing errors, not every debit-card purchase.

Should I file a chargeback before contacting the seller?

Contacting the seller first creates a useful record and may resolve the problem faster. Don't let that step make you miss a payment-dispute deadline, though. If the matter remains unresolved, send a written credit-card billing-error notice within the required 60-day period.

What if the product injured someone?

Get emergency or medical assistance first. Preserve the product, packaging, receipts, photos, medical records, and communications. Returning or changing the item may affect the evidence, so consider speaking with a qualified attorney before taking further action.

If you're starting now, photograph the item and packaging, save the listing and order record, then send the seller a written request naming one remedy and a response date.