Put the complaint in writing with the seller or marketplace, but do not let that conversation run out the clock on your payment provider. The right route depends on what went wrong, what the seller promised, whether a platform handles the order, and how you paid.

U.S. shoppers do not have one universal 30-day return window. A seller's return policy may control a change-of-mind return, while federal shipping rules and credit card billing-error procedures cover different problems.

State law, the seller's location, and the payment method can change the result.

The basic move

• Save the order record before details disappear.
• Identify whether the issue is non-delivery, damage, misrepresentation, an unauthorized charge, or a return.
• Check the deadline in the seller's policy, marketplace order page, PayPal terms, or card issuer rules.
• Ask for a specific remedy in writing.
• If the seller stalls, open the platform case before the window closes.
• If the platform cannot fix it, use the payment provider's dispute path.
• Confirm the credit posts. A promise is not the same as money in the account.

If the charge was unauthorized, skip the return department and contact the card issuer, bank, or payment app through its official channel immediately.

Which rule controls the refund?

The FTC shipping rule is not a return policy

The Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule is about shipping promises for covered merchandise orders. If a seller promises a shipping date, it generally needs a reasonable basis for that promise. If no shipping time is stated, a 30-day shipping period generally applies.

When a seller cannot ship on time, it generally must send a delay notice and give the customer a chance to cancel for a prompt refund. The 30-day figure refers to shipping when no time was promised. It does not create a general 30-day right to return an item because you changed your mind.

See the FTC business guidance on the Mail, Internet, or Telephone Order Merchandise Rule and the FTC guidance on orders that never arrive or unordered products.

Build a record before you argue

A refund request is easier to evaluate when you can show what was promised and what happened. Save:

• Order confirmation, invoice, receipt, and transaction number
• Product page details, including photos, specifications, and the delivery promise
• Return, cancellation, final-sale, and refund terms shown at checkout
• Tracking history, delivery scans, customs notices, and carrier messages
• Photos or video of damage, missing parts, the wrong item, or package damage
• Messages with the seller, with dates and any proposed solution
• Proof of return, such as the label, tracking number, and delivery confirmation
• Payment statement showing the merchant name, date, and amount

Keep original files. Before sharing screenshots, redact unnecessary card numbers, passwords, and identity documents. For an expensive return, use the carrier and tracking method required by the seller or marketplace.

Work the claim in this order

1. Pick the remedy that fits

Be specific. A vague request for help often gets a generic reply. A clear request gives support something to approve.

For non-delivery, ask for cancellation and a full refund once the promised or expected delivery window has passed. For a wrong or defective item, ask for the remedy you actually want: a prepaid return label, replacement, or refund. For a not-as-described claim, quote the inaccurate listing detail and attach a side-by-side photo if that makes the mismatch obvious. For an unauthorized charge, report it as an unauthorized transaction through the payment provider. For a change of mind, check whether the item is returnable, whether the window is still open, and whether the policy offers a refund or store credit.

Don't call an authorized purchase fraud just because the seller refuses a return. Use the accurate category.

2. Contact the seller through a traceable channel

Use the order page, support ticket, or email address listed by the merchant. Include the order number, purchase date, amount, problem, and requested remedy. Ask for return instructions before shipping anything back.

A seller's response time does not automatically extend a marketplace or credit card deadline. If a deadline is close, contact the platform or issuer while continuing the seller conversation.

3. Escalate through the marketplace

If the seller does not resolve the issue, use the platform's official return, problem-with-order, or dispute button. Upload evidence inside the case rather than relying on a separate email that the platform may not see.

Use the deadline shown in the order or policy page. Generic charts claiming every marketplace allows 15, 30, or 90 days can be wrong because deadlines may depend on the item, seller, delivery date, country, and claim reason.

4. Use the payment provider when appropriate

A PayPal dispute, credit card billing dispute, debit card error claim, or bank-transfer investigation is separate from a merchant return. Follow the provider's instructions and describe the facts accurately.

If you recover money through one route, tell the other provider. Don't seek double recovery or give conflicting explanations.

Amazon refunds and A-to-z claims

Amazon orders may be sold by Amazon or by an independent Marketplace seller. Check the seller shown on the order because the return and escalation path can differ.

1. Open Your Orders and select the order.
2. Choose the return, refund, or Problem with order option that matches the issue.
3. If a Marketplace seller is involved, message the seller through Amazon and keep the response in the order record.
4. If the issue remains unresolved, use the A-to-z Guarantee option shown in the eligible order.
5. Upload tracking, photos, the listing, and your seller correspondence.
6. If Amazon requires a return, use the provided instructions and retain proof of delivery.

Amazon's A-to-z terms are marketplace-specific. The published Amazon A-to-z Guarantee help page available here is for Amazon France. It describes contacting the seller first and includes delivery-date conditions. Don't automatically transfer its 48-hour or 90-day details to a U.S. order. Use the eligibility requirements and deadline displayed in your U.S. Amazon account.

Don't rely on a blanket promise that every Amazon refund will post in two to five days. Processing can depend on whether a return is required, when the item is received, and the original payment method.

eBay Money Back Guarantee claims

eBay's Money Back Guarantee applies only to covered transactions and specific reasons, such as an item not arriving or not matching the listing.

1. Open Purchase History and select the item.
2. Contact the seller or start the return or issue process shown for that order.
3. Choose the accurate reason and attach the listing, tracking, photographs, and messages.
4. If the seller does not resolve the issue, ask eBay to step in before the case deadline.
5. If eBay requires a return, use the specified label or shipping method and save the tracking record.
6. Check the decision and appeal instructions if the claim is denied.

The eBay Money Back Guarantee policy lists a 30-calendar-day timing rule in covered cases, measured from when the estimated or actual delivery or collection date has passed. It also says a seller generally has two business days after receiving a returned item to issue a refund, and an appeal may be submitted within 30 calendar days of eBay's decision. The policy also refers to signature confirmation for certain orders with a total cost of $750 or more, so check whether your case has special delivery requirements. Exceptions and category-specific conditions apply, so use the exact deadline in the live policy and order record.

AliExpress, Etsy, Shein, Walmart, and Shopify stores

These services do not share one refund policy. A platform's general reputation or a timeline copied from another site is not enough to establish your deadline.

For any of these purchases:

• Open the order page and capture the displayed return or dispute deadline.
• Check whether the seller, marketplace, or payment provider is responsible for the refund.
• For physical goods, document damage before sending the item back.
• For digital goods, check whether downloading or accessing the item affects eligibility.
• If the receipt shows a Shopify-powered store, contact the merchant named on the receipt. Shopify branding alone does not tell you that store's return terms.
• Keep the platform case open until the refund has posted or you understand the effect of accepting a replacement or store credit.

For a cross-border purchase, identify the merchant of record, currency used, delivery promise, and return destination. Customs delays and international shipping can make a return slower, but they don't justify ignoring a platform or card issuer deadline.

PayPal disputes

PayPal's Purchase Protection process is controlled by PayPal's terms and does not provide automatic coverage for every transaction.

According to PayPal's Purchase Protection terms, a dispute must generally be opened within the earlier of:

• 30 days after the date of delivery or fulfillment, or
• 180 days after the payment was sent to the seller.

The terms also contain eligibility requirements and exclusions. Check the transaction page because the applicable reason and deadline may affect your options.

To start:

1. Sign in to PayPal and open the Resolution Center or the transaction's problem-reporting option.
2. Select the reason that matches the facts, such as non-delivery or an item that differs from its description.
3. Upload the order record, tracking, listing, photographs, and seller messages.
4. Try to resolve the issue through the dispute process.
5. If it remains unresolved, follow PayPal's instructions for escalating it to a claim before the displayed deadline.
6. Notify PayPal if the seller refunds you or replaces the item.

PayPal's decision is based on its own Purchase Protection terms. It is not the same as a credit card billing-error process. If your PayPal payment was funded by a credit card, ask the card issuer how it handles that transaction and disclose any PayPal case. Don't wait until the PayPal process ends if the card issuer's written-dispute deadline is closer.

Credit card billing disputes and chargebacks

A credit card dispute is not just a stronger return request. It is a process for challenging a billing error under the issuer's rules and applicable law. Non-delivery or a charge for merchandise you never received may be relevant, but the facts and documents matter.

The FTC's guidance on using credit cards and disputing charges says to:

1. Review the statement and identify the merchant, date, amount, and error.
2. Contact the seller, but don't let that conversation use up your card-dispute deadline.
3. Send a written dispute to the issuer's billing-inquiries address, usually listed on the statement. Don't rely only on a phone call.
4. Send the letter so the issuer receives it within 60 days after the first statement containing the billing error was sent.
5. Include copies of the order confirmation, promised delivery date, tracking, seller correspondence, and any refund or cancellation request.
6. Keep a copy of the letter and attachments, plus proof of delivery.

The issuer must generally acknowledge the dispute 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 after receiving the letter. When you follow the required billing-error process, you generally don't have to pay the disputed amount or related finance charges during the investigation. Continue paying the undisputed balance and follow the issuer's instructions.

Some issuers may extend the 60-day dispute period when a shipment is delayed, but don't count on that exception. A chargeback deadline is also not one universal 60-to-120-day rule. The deadline can depend on the type of transaction, the card network, the issuer, and the reason for the dispute. Ask the issuer for the applicable deadline and required form, but preserve the federal 60-day written-notice deadline when it may apply.

Debit cards, prepaid cards, bank transfers, and payment apps

The credit card billing-error process does not automatically govern debit cards, prepaid cards, ACH payments, wires, or peer-to-peer payment apps.

Contact the provider immediately through its official fraud or error channel and ask:

• Which type of claim applies?
• What is the reporting deadline?
• What documents are required?
• Will the provider investigate a merchant dispute, an unauthorized transaction, or both?
• Can a bank transfer be recalled or reviewed for fraud?

A seller's return policy cannot tell your bank which payment-provider procedure applies. Report unauthorized activity quickly, secure the related account, and be precise about whether you authorized the payment.

When an approved refund has not arrived

A refund can pass through several stages:

1. The seller approves the request.
2. The seller issues the refund.
3. The card network, bank, or payment app processes it.
4. The credit appears in your account or statement.

If support says the refund was issued, request the refund date, amount, payment method, and reference number. Compare that information with your statement, not just an email screenshot. If the credit still does not appear after the timeframe the seller or issuer gave you, send the reference and your records to the payment provider.

A replacement shipment, store credit, partial refund, and full refund are different remedies. Confirm what you're accepting before closing a platform case.

What to do if your refund is denied

A denial from the seller, marketplace, PayPal, and card issuer calls for a different response.

1. Request the reason in writing. Ask which policy clause or eligibility condition was applied.
2. Check the evidence. Look for a missed deadline, an incorrect return address, delivery confirmation, an excluded product category, or a missing photograph.
3. Appeal through the original channel. Keep the appeal short and attach new, relevant evidence.
4. Protect the payment deadline. A merchant appeal does not necessarily preserve a PayPal or credit card deadline.
5. Ask the card issuer for its investigation basis if it denies a billing dispute. Keep the denial and submit a focused reconsideration if the issuer allows one.
6. Report suspected violations. An FTC complaint can help regulators identify patterns, but it generally is not a service that negotiates an individual refund. A state attorney general or consumer-protection office may offer another complaint route.
7. Consider local legal options for a significant loss. Small claims or another remedy may depend on the seller's location, contract terms, arbitration provisions, and court rules.

Don't threaten a lawsuit in the first message unless you understand the consequences. A factual record, the correct deadline, and the correct dispute category usually help more than an aggressive demand.

Refund request templates

Message to a seller or marketplace

Subject: Refund request for order [Order ID]

I paid [amount] on [date] for [item]. The order was promised for [date], but [state the specific problem].

I'm requesting [a full refund to the original payment method / a prepaid return label and refund / another specific remedy]. Attached are [tracking, photographs, listing, and previous correspondence].

Please confirm the next step and the refund decision in writing. I will keep the order and payment records for the applicable dispute process.

Thank you,
[Name]

Credit card billing-error letter

Date: [date]
To: [Issuer's billing-inquiries address]

I am writing to dispute a credit card charge that appears on my statement dated [statement date].

Merchant: [merchant]
Transaction date: [date]
Amount: [amount]
Account ending: [last four digits]

The billing error is: [the merchandise was not received / the charge was duplicated / the refund promised on [date] was not credited / another accurate description].

I contacted the merchant on [dates]. Enclosed are copies of the order confirmation, tracking, correspondence, and other supporting documents. Please investigate and correct the account as appropriate. Please send written acknowledgment of this dispute.

Sincerely,
[Name, address, and contact information]

Send only copies, keep the original records, and verify that the letter reaches the issuer within the applicable deadline.

Short answers to common refund questions

Can I get a refund without returning the item?

Sometimes a seller or marketplace approves a no-return refund, especially for non-delivery or an item that cannot reasonably be returned. It is not automatic. Ask for written confirmation before disposing of, donating, or altering the item.

Should I file a chargeback immediately?

Contact the seller or marketplace first when practical, but don't sacrifice a payment-provider deadline while waiting. For an unauthorized charge, contact the provider immediately. For an ordinary return or quality complaint, explain the facts and use the correct dispute category.

Does U.S. law give every online shopper 30 days to return an item?

No general 30-day return period applies to every online purchase. The FTC's 30-day rule concerns shipping when the seller did not state a shipping time. A change-of-mind return usually depends on the seller's policy and applicable state law.

What if tracking says the package was delivered?

Save the tracking page, check the delivery address and carrier details, and contact the seller and carrier promptly. If the item was not received, state that accurately and provide any evidence of the delivery problem. Don't report an authorized purchase as fraud merely because the carrier scan is disputed.

Open the order page, capture the seller's promise and the relevant deadline, then send a specific refund request before escalating to the platform or payment provider.