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Act quickly, preserve your records and state the remedy you want. A seller that cannot ship an order generally must notify you and, for most covered mail, internet or telephone orders, give you the choice to accept a new shipping date or cancel for a full refund. A damaged delivery is handled differently: report it through the seller’s or marketplace’s official process, keep the packaging and photos, and check the transaction’s claim deadline before returning anything.
This guide is for US consumers buying goods online. The Federal Trade Commission (FTC) shipping rule is clearest for shipment delays and non-delivery. Refunds, replacements and damage claims can also depend on the seller’s terms, marketplace protection, payment method and state law.
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Do these things before contacting anyone
- Save the complete transaction record. Keep the order confirmation, listing or product description, promised shipping or delivery date, cancellation or delay notice, tracking page, payment statement and every message with the seller or marketplace. The FTC recommends keeping purchase records and copies of communications (FTC guidance on resolving business problems).
- Record dates and deadlines. Note when you ordered, when the seller promised shipment or delivery, when you first reported the problem, who responded and what was offered. Save screenshots of chat and web forms because some marketplace claim windows are short.
- For damage, preserve evidence. Photograph the shipping box, labels, internal packing, product and every visible defect before discarding or returning anything. Keep the packaging until the seller or marketplace gives written instructions.
- Choose a specific outcome. Ask for a full refund to the original payment method, a replacement, a repair or another resolution you would actually accept. If the seller offers store credit, ask whether it is optional and whether it expires.
- Use the official channel first. Contact the seller through the order page, verified support address or marketplace message system. Avoid links or phone numbers in unexpected messages; the FTC advises reporting suspicious communications and scams.
Send a concise first message containing the order number, purchase date, promised date, problem, evidence available and the remedy you want. Ask the recipient to confirm the next step and deadline in writing.
Know which problem you have
| Situation | What happened | Rule or process to start with | Important timing issue |
|---|---|---|---|
| Seller cancellation or inability to ship | The seller says it cannot fill the order, or cancels before shipment. | Keep the notice, verify whether the charge was reversed and request a prompt refund to the original payment method. | There is no single universal damage-style deadline, but do not let an unresolved charge age past your card issuer’s dispute process. |
| Shipping delay or non-delivery | The seller misses its promised shipping time, gives no time and exceeds the general 30-day rule, or marks an item delivered that you never received. | Ask for a revised date or cancel for a full refund. If it never arrives and the seller does not fix it, contact your payment provider. | A qualifying credit-card billing-error dispute generally must be sent in writing within 60 days after the first statement showing the error was sent. |
| Delivered damaged | The package arrives, but the item is broken, defective from transit or materially damaged. | Report it promptly through the transaction’s official return or buyer-protection route, with photographs and a requested remedy. | Seller and marketplace claim windows vary; the sources do not establish one nationwide deadline or an automatic replacement right. |
The shipping rule and the damage process should not be confused. A seller’s ordinary sale-item return policy does not erase its shipping obligations, while a damaged-item claim may still depend on the transaction’s return and protection terms.
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If the seller cancelled your order
Cancellation because the seller cannot ship
FTC business guidance explains that a seller unable to ship may treat the order as cancelled if it notifies the buyer and promptly refunds the payment (FTC Mail, Internet, or Telephone Order Merchandise Rule guide). Save the cancellation message and check your bank or card account for a reversal. A pending authorization may disappear without a separate credit; a completed charge should show a refund.
If the charge remains, write to the seller: “Order [number] was cancelled because it could not be shipped. Please refund the full amount to the original payment method and confirm the refund date.” Keep the response. If the seller refuses, stops responding or refunds less than charged without an agreed reason, contact the payment provider promptly and provide the cancellation notice.
Do not assume every cancellation is unlawful
The legal and practical result depends on why the order was cancelled, whether it had shipped, what the seller promised, whether you were notified and whether your payment was refunded. A buyer-requested cancellation, a seller’s inability to obtain inventory and a suspected fraudulent order are not identical situations. Describe the facts accurately rather than accusing the seller before you know which applies.
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Apply the promised date first
For most covered orders, the seller must ship within the time it promised. If it gave no shipping time, the FTC says the general rule is shipment within 30 days of the order. The rule concerns shipment timing; a carrier’s later transit delay can create a separate issue, so check the seller’s stated shipping commitment and the tracking history.
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Request the required choice
The FTC’s consumer guidance states: “If there’s a delay shipping your order, the seller has to tell you and give you the choice of either agreeing to the delay or canceling your order for a full refund” (FTC guidance on goods you never got). Ask the seller to provide the new ship date and choose in writing:
- Accept the delay: State that you agree to the specific revised date, not an open-ended wait.
- Cancel: State that you are cancelling because the order was not shipped as promised and request a full refund.
Save your choice and the seller’s confirmation. If the seller proposes another indefinite delay after you accepted one, make a new written decision rather than relying on a phone promise.
When tracking says “delivered” but you have nothing
Check the carrier’s delivery photo or location, building reception, household members, neighbors and any alternate address on the order. Then notify the seller or marketplace as soon as possible through the order record. Ask it to investigate with the carrier or provide the agreed remedy. Do not allow repeated promises to push you past a payment-dispute deadline.
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If the item arrived damaged
Document before moving the item
Take clear, well-lit photographs of the outer box, shipping label, cushioning, product packaging, serial or model number and each damaged area. Keep a short description of when you opened the package and whether the box appeared crushed, wet or punctured. Do not throw away the packaging or attempt a repair unless the seller authorizes it.
Open the seller or marketplace claim
Use the transaction’s official return, “item damaged” or buyer-protection button. Include:
- Order number and delivery date.
- A factual description of the damage and whether the product powers on or is safe to use.
- Photographs and, if relevant, a video showing the defect.
- The remedy you want: refund, replacement, repair or another specific option.
- A request for return instructions and the deadline that applies.
Marketplace protections vary. Some require you to open a claim within a short period, use a prepaid label or avoid sending the item back until the platform approves it. Read the current transaction-specific terms and follow their instructions exactly. A federal shipping-delay rule does not automatically promise a refund or replacement for every damaged item.
Separate damage from ordinary “changed my mind” returns
Tell the seller that the item arrived damaged or materially different, rather than describing it only as an unwanted return. The distinction can affect who pays return shipping, whether a restocking fee is proposed and which marketplace protection applies. Do not claim a shipping defect if the evidence shows later accidental damage.
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Payment disputes: credit cards, debit cards and other methods
Credit-card billing errors
For a qualifying charge involving goods not delivered as agreed, the FTC says you generally must dispute the billing error in writing within 60 days after the first statement containing the error was sent (FTC payment-dispute guidance). Use the billing-dispute address shown on the statement, not merely the address for payments. Identify the charge, explain that the goods were not delivered as agreed, state when you contacted the seller and attach copies of the order, tracking and correspondence. Keep proof of delivery for your dispute letter.
The 60-day rule is not a guarantee that every dispute succeeds. A dispute about product quality, a voluntarily accepted delay or an item damaged after delivery may be evaluated differently from non-delivery. Ask the issuer which process applies and continue following its instructions.
Debit cards and bank transfers
Debit-card protections and deadlines differ from credit-card billing-error rules. Contact the bank or issuer immediately, explain whether the transaction was unauthorized, undelivered or damaged and ask for its dispute procedure and documentation requirements. Do not assume the 60-day credit-card standard, provisional credit or final remedy applies identically. Bank transfers, payment apps and digital wallets can have their own rules; use the provider’s in-app or written dispute route as soon as the problem is apparent.
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Buy-now-pay-later or marketplace-held payments
Notify both the seller or marketplace and the payment service. A pending installment does not by itself prove that a refund or dispute has been opened. Ask the service whether future installments can be paused while it investigates and what evidence it needs. Keep the account current unless the provider confirms a pause; an unapproved missed payment can create a separate problem.
Escalate when direct contact fails
- Send one final written request. Restate the order, problem, evidence and remedy. Give a reasonable response date based on the marketplace’s stated process, and say that you will use the platform and payment-provider dispute routes if it is not resolved.
- Open the marketplace dispute. Use the order’s formal claim button, upload the requested evidence and keep the case number. Do not close the claim merely because a seller promises an off-platform refund.
- Contact the payment provider. Start promptly, especially if the order was never delivered. Provide the seller’s cancellation or delay notice and your attempts to resolve it.
- Report deceptive conduct. USAGov directs consumers to state consumer-protection offices and state attorneys general for complaints, the FTC for scams or suspicious communications, and econsumer.gov for purchases from sellers outside the United States (USAGov complaint directory).
The FTC generally does not resolve an individual refund dispute, but reports can help identify patterns. Online shopping scams were the second-most reported type of scam to the FTC in 2022, according to its 2023 consumer alert (FTC online-shopping alert). Treat requests for gift cards, cryptocurrency, wire transfers or extra “refund fees” as warning signs and verify support contacts independently.
Message templates you can adapt
Delayed order
Order [number], placed [date], was promised to ship by [date]. Please confirm the new shipping date. I [accept that date / cancel the order] and request a full refund to the original payment method if cancelled. Please reply in writing.
Damaged delivery
Order [number] arrived on [date] with [brief damage]. Photos of the item and packaging are attached. I am requesting [refund/replacement/repair]. Please provide the approved return method and claim deadline. I will keep the packaging until you confirm next steps.
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You cancelled order [number] on [date] because it could not be shipped. The charge of [$amount] remains posted. Please refund the full amount to the original payment method and confirm the refund date.
Common mistakes that weaken a claim
- Waiting for an indefinite delay instead of choosing accept or cancel in writing.
- Throwing away damaged packaging before the seller or marketplace inspects it.
- Using an unofficial support link supplied in a suspicious message.
- Missing a marketplace’s short claim window while negotiating privately with the seller.
- Disputing a credit-card charge only by telephone when the issuer requires a written notice.
- Calling a quality or cosmetic complaint “non-delivery”; describe exactly what arrived and when.
- Assuming store credit is the same as a refund without confirming expiration, restrictions and your consent.
What a complete resolution looks like
Before closing a case, obtain written confirmation of the refund amount and method, replacement tracking, repair authorization or another agreed outcome. Check your statement for the actual credit, not just a promise. If a replacement arrives damaged or a refund is partial, document the new event separately and keep the original case number. A clean timeline, preserved evidence and an explicit requested remedy give the seller, marketplace and payment provider the information needed to act.
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