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If an online order never arrives, contact the seller promptly, preserve proof of the promised delivery and your follow-up, and notify your card issuer before its deadline. For a qualifying credit-card non-delivery dispute in the United States, your written billing-error notice must reach the issuer within 60 calendar days after the first statement showing the charge was sent. Send it to the issuer’s billing-disputes or billing-inquiries address, which may differ from the payment address, and keep paying the undisputed part of your bill while the investigation is pending.
Debit-card purchases follow different rules. Call the bank or debit-card issuer as soon as you know there is a problem and ask what non-delivery protections and deadlines it applies. The credit-card process does not automatically carry over to debit cards.
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First, identify what went wrong
A missing package can involve several different problems, and the correct remedy depends on the facts:
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- Late delivery: The seller missed the promised shipping or arrival date but may still be able to deliver. You can generally cancel when the seller cannot meet its promise and obtain a full refund.
- Delivery dispute: Tracking says “delivered,” but you did not receive the package. Gather carrier records, delivery photographs, household or building-management information, and any theft report before disputing.
- Quality or condition complaint: You received the item, but it is defective, damaged, counterfeit, or unlike the description. That is not the same billing-error category as goods that never arrived; use the seller’s return or warranty process and ask the issuer which separate dispute procedure, if any, applies.
This guide summarizes United States federal consumer guidance. State law, card-network rules, an issuer’s voluntary policies, and procedures in other countries can differ.
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What the seller was required to do
The Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule generally covers most goods ordered online, by mail, or by telephone. A seller must ship within the time it promised. If it gave no shipping timeframe, shipment is generally due within 30 days after the order.
When the seller cannot meet the date
If the seller learns it cannot ship on time, it must provide a delay notice and give you a choice: agree to the new date or cancel for a prompt, full refund. A seller that does not ship cannot simply substitute store credit for the refund you are entitled to under the rule. Particular orders and circumstances can have exceptions, so treat this as general federal guidance rather than a case-specific legal ruling.
What to record before contacting anyone
Save the order confirmation, product page or advertisement, promised delivery language, later delay notices, tracking history, and the statement on which the charge appears. Capture dates and screenshots because an online listing or account page can change. Record the seller’s name, order number, amount, and every contact attempt.
Step 1: Contact the seller without sacrificing your deadline
Use email, a web form that produces a confirmation number, or another channel that leaves a written record. State the order number, the item, the promised delivery date, the fact that it has not arrived, and what you want: delivery by a specific date or cancellation and a full refund.
Suggested message
Subject: Order [order number] not received — delivery or full refund requested
I ordered [item] on [date]. The order confirmation promised shipment or delivery by [date], but I have not received it. Please confirm by [reasonable date] whether you will complete delivery. If you cannot, cancel the order and issue a full refund to the original payment method. Please reply in writing.Keep the sent message, the seller’s response, and any refund confirmation. Contacting the seller is useful and may resolve the matter quickly, but do not wait indefinitely for a response if the credit-card deadline is approaching. The FTC specifically cautions consumers not to lose card-dispute rights while waiting for a slow seller.
If the seller offers only store credit
Reply that you are requesting cancellation and a full refund because the goods were not shipped or delivered as promised. Keep the offer and your response. Store credit may be acceptable only if you choose it; it is not automatically a substitute for the refund required when the seller fails to ship under the applicable rule.
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Step 2: Dispute a qualifying charge paid by credit card
For a qualifying non-delivery, the charge can be treated as a billing error under the Fair Credit Billing Act process. Call the issuer or use its online dispute tool immediately to open a case, but also send the required written notice. A phone call or online form alone may not preserve the statutory written-notice procedure.
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Your written notice must reach the issuer within 60 calendar days after the first statement showing the error was sent. The clock is tied to the statement date, not to the date you finally contact the seller. Check the first statement on which the transaction appeared and calculate the deadline from the date it was sent.
Send the notice to the issuer’s billing-disputes, billing-errors, or billing-inquiries address shown on the statement, card agreement, or issuer website. Do not assume the address printed for payments is the correct address for billing-error notices. Using the wrong address can delay receipt and jeopardize the deadline.
A long agreed delivery window can change the analysis
If you agreed at checkout to a delivery date more than 60 days after the statement containing the charge was sent, the FTC says you are likely outside the FCBA protection described here. Send the issuer the order and delivery records anyway and ask whether it will accept the dispute under an extended or voluntary policy. The issuer’s answer and the exact transaction facts matter.
What to put in the written notice
Identify yourself and the transaction clearly. Include:
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- Your name, mailing address, and account number or enough account digits for the issuer to identify the account.
- The merchant name, transaction date, and exact dollar amount.
- The order number and the item or service purchased.
- The promised shipping or delivery date and the fact that the order had not arrived when you wrote.
- The date and method of your cancellation, refund, or delivery request to the seller, plus the response.
- Copies of supporting records, not originals: the order confirmation, relevant statement page, product or delivery promise, tracking information, seller correspondence, and any refund or cancellation confirmation.
Use a short, factual explanation. Do not claim the item was defective if it never arrived; non-delivery and product quality are different grounds.
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Mailing and recordkeeping
Keep a complete copy of the signed letter and every enclosure. The FTC sample letter recommends certified mail with a return receipt as a way to document delivery. If you use another delivery method, retain its confirmation, tracking number, and the issuer’s case number. A secure online upload can be useful, but save the submission receipt and confirm that the issuer’s process treats it as a billing-error notice.
Sample credit-card notice
[Date]
Billing Disputes / Billing Inquiries
[Issuer’s billing-dispute address]
Re: Billing error — merchandise not received
Name: [your name]
Address: [your mailing address]
Account: [account number or permitted identifying digits]
I dispute a charge of $[amount] from [merchant] dated [transaction date], order [order number]. I ordered [item] on [order date]. The seller promised shipment or delivery by [promised date], but the item had not arrived as of [date]. I contacted the seller on [dates] and requested [delivery or cancellation and a full refund]. [Briefly state the seller’s response or that there was no response.]
Please investigate this billing error and remove the disputed amount and related charges as required while the investigation is pending. Copies of the order confirmation, statement, delivery records, and seller communications are enclosed.
Sincerely,
[signature]
[printed name]Replace the bracketed text with your facts before sending. Do not include original documents that you cannot replace.
What happens after the issuer receives the dispute
Acknowledgment
The issuer generally must acknowledge a written billing-error complaint within 30 days unless it has already resolved the issue. The acknowledgment may arrive by letter, secure message, or another channel specified by the issuer. Save it with your case records.
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FTC guidance says the issuer must resolve the dispute within two billing cycles and no more than 90 days. It may ask for additional information, so answer by the stated deadline and keep proof of what you send. The issuer may contact the merchant, review shipment data, and examine the records you supplied.
Payments while the case is open
You may withhold the disputed amount and related finance or other charges while the billing-error investigation is pending, but you must pay the rest of the bill on time. If the account includes unrelated purchases, pay those undisputed amounts by the due date. Keep copies of payment confirmations and monitor each statement for late fees, interest, or collection activity.
If the issuer says the charge is correct
The issuer must explain why it considers the charge valid and state the amount due and its due date. Read the explanation against your records. If it relies on a delivery scan, provide evidence showing the promised address, a carrier exception, a confirmed return, or another reason the goods were not delivered as agreed. Follow the issuer’s stated reconsideration or appeal route and keep every submission.
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Debit-card purchases require a different approach
A debit-card transaction withdraws money from a bank account, so the credit-card billing-error protections do not automatically apply. FTC guidance warns that a consumer may not be able to obtain a refund for online-order non-delivery under the protections described for credit cards.
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What to do immediately
- Call the bank or debit-card issuer as soon as you know the order will not arrive.
- Explain that the merchant did not deliver the goods as promised and ask whether the bank offers voluntary non-delivery protection or a card-network dispute process.
- Ask for the exact deadline, required form, mailing or upload address, and evidence requirements.
- Submit the order confirmation, promised date, tracking, seller communications, cancellation or refund request, and statement or transaction details.
- Record the representative’s name, date, case number, and instructions. Ask for written confirmation of the process.
Do not describe a debit dispute as a credit-card FCBA notice unless the bank specifically instructs you to use that terminology. Follow the bank’s procedure and deadlines.
Credit card versus debit card: the practical difference
| Question | Credit card | Debit card |
|---|---|---|
| Can non-delivery be a billing error? | Qualifying goods not delivered as agreed can fall within the described billing-error process. | Credit-card protections do not automatically apply; reimbursement may not be available under the FTC-described rules. |
| First action | Contact the seller, then notify the issuer promptly and send written notice. | Contact the bank or debit-card issuer immediately and ask which voluntary or network process applies. |
| Key timing | Written notice must reach the issuer within 60 days after the first statement showing the error was sent. | Deadline varies by bank, network, and applicable law; obtain it directly from the issuer. |
| Notice address | Use the billing-disputes or billing-inquiries address, not automatically the payment address. | Use the address or upload channel the bank specifies for its process. |
| During review | Pay undisputed balances on time; the disputed amount and related charges may be withheld while investigated. | Ask the bank whether it will issue a temporary credit or require continued payment; do not assume a credit. |
Build an evidence file that answers the issuer’s questions
Organize records in date order and use filenames that explain what each file proves. A concise evidence file should include:
- Contract terms: order confirmation, invoice, checkout page, promised shipping or arrival date, and any selected delivery option.
- Payment proof: the statement page or transaction record showing merchant, date, and amount.
- Delivery history: tracking number, carrier status, attempted-delivery notices, and any return-to-sender event.
- Seller communications: delay notice, cancellation request, refund promise, store-credit offer, and silence after your follow-ups.
- Timeline: order date, promised date, statement date, contact dates, cancellation date, and the date you sent the issuer notice.
Keep the originals in your possession. Send copies and preserve a backup in a secure location. A clear timeline often resolves confusion about whether the 60-day period, promised date, or seller’s refund promise controls a particular step.
Common failure points and how to correct them
You waited for the seller until the 60 days expired
Send the issuer a written notice immediately and explain the dates. The statutory deadline may have passed, but the issuer could have a voluntary extension or another dispute route. Continue documenting the seller’s failure and ask the issuer what options remain.
You mailed the notice to the payment address
Send a corrected copy to the billing-dispute address shown on the statement or agreement, use a trackable method, and explain the earlier misdelivery. Keep both mailing records. Do not assume the first envelope was routed internally.
The seller says tracking shows delivery
Request the carrier’s delivery details, including address, timestamp, photograph, signature, and GPS or access-point information when available. Check with household members, neighbors, a building desk, or a parcel locker. If the evidence still shows you did not receive the order, provide the discrepancy to the seller and issuer rather than simply repeating that the parcel is missing.
The issuer asks for proof you canceled
Send your cancellation or refund request and the seller’s response. If the seller never replied, provide the dated messages, call log, web-form confirmation, and a statement that no response was received.
You received the item after filing
Tell the issuer promptly. Explain whether you want to keep the item, return it, or accept another resolution, and follow the issuer’s instructions. Do not continue claiming complete non-delivery after the facts change.
The charge has not appeared on a statement
You can contact the issuer and seller now, but the federal 60-day period described here is measured from the first statement showing the error. Monitor statements so you can send the written notice promptly when the charge appears.
A timeline you can use
| When | Action | Record to keep |
|---|---|---|
| At checkout | Save the promised shipping or arrival date and order terms. | Confirmation, invoice, screenshots. |
| When the promise is missed | Contact the seller in writing; request delivery or cancellation and a full refund. | Message, response, case number. |
| When the first statement shows the charge | Mark the statement date and calculate the 60-day credit-card deadline. | Statement copy and calendar reminder. |
| Before day 60 | Send written notice to the billing-dispute address and retain delivery proof. | Letter, attachments, receipt, tracking. |
| Within about 30 days of receipt | Look for the issuer’s acknowledgment or request for information. | Acknowledgment and case correspondence. |
| During investigation | Pay undisputed balances and respond to evidence requests. | Payment confirmations and submissions. |
| By two billing cycles, and no more than 90 days under the cited FTC guidance | Expect a resolution or an explanation that the charge is correct. | Final decision and any stated amount due. |
When to seek additional help
Escalate in writing to the issuer’s complaints or executive-resolution channel if the billing-dispute team ignores a timely notice, sends it to collections while you are following the process, or fails to provide the required explanation. Keep the original notice, proof of receipt, statements, and all responses together. You can also consult a consumer-law attorney or an appropriate government consumer-protection office when the amount is significant, the issuer reports inaccurate information, or the facts involve fraud, identity theft, bankruptcy, or a cross-border transaction. Those situations may involve rules beyond the procedure described here.
What this process does—and does not—decide
A successful dispute addresses whether the card charge should remain when the ordered goods were not delivered as agreed. It does not automatically decide a warranty claim, a product-quality disagreement, a merchant’s separate contract liability, or a criminal theft report. Keep those issues separate in your communications so the issuer can evaluate the precise billing error.
For a US credit-card purchase, the safest sequence is: preserve the promised delivery terms, contact the seller promptly, send a complete written notice to the correct billing address within 60 days of the first statement showing the charge, and pay every undisputed amount on time. For a debit-card purchase, contact the bank immediately and follow its specific process instead of assuming the credit-card rules apply.
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