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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsIf an online order is late, missing, incorrect, or tied to a charge you don’t recognize, start by saving your order records and contacting the seller with a clear request. If that does not resolve the problem, your payment issuer or a consumer-protection agency may be the next step. The options depend on what happened, how you paid, and where you and the seller are located; the guidance below focuses on U.S. consumers.
First, identify the problem and save your records
Check your order confirmation for the item, seller, shipping promise, and any stated delivery window. If something arrived, compare it with the product description and note whether it is wrong, damaged, or incomplete. If tracking says “delivered” but you do not have the package, tell the seller that clearly rather than treating the tracking status as proof that you received it.
Keep copies of the information that can establish what you ordered, what was promised, and what happened:
- Product listing or description, including price and options selected
- Order confirmation, receipt, and promised shipping or delivery date
- Tracking details and delivery photos, if available
- Photos of an incorrect or damaged item
- Messages with the seller or marketplace
- The relevant payment-statement entry
The FTC recommends keeping receipts and confirmation emails. Its April 2023 consumer alert also identifies product details, prices, receipts, and seller correspondence as useful records.
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Contact the seller and state the remedy you want
Use the seller’s official website, account, or support channel. Include the order number, relevant dates, a short description of the problem, and the outcome you want: delivery, a refund, a replacement or exchange, repair, or another resolution. Ask for confirmation of the proposed remedy and its timeline in writing. If you bought through a marketplace, use its official support process as well as any available seller contact route.
The FTC advises consumers to go back to the store or website first and be ready to provide documentation. A concise, specific request makes it easier to establish what you are asking the seller to do.
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If your online order never arrived, check the shipping promise
For most merchandise orders placed by mail, online, or phone in the United States, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule applies. A seller generally must ship within the time it promised. If it did not state a shipping time, the default is generally 30 days. The seller must have a reasonable basis for its shipping promise.
If the seller cannot ship on time, it must notify you and give you the choice to agree to a delay or cancel for a refund for the unshipped merchandise. You do not have to accept a delay. The rule concerns shipment and the seller’s response when it cannot meet its promise; it does not mean every transaction is covered identically or guarantee a particular delivery date beyond the applicable promise. See the FTC’s rule summary and consumer guidance on orders that never arrive.
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Choose the next step based on the problem
| Problem | First route | If that does not resolve it |
|---|---|---|
| Late or unshipped order | Ask the seller for the shipment status and the remedy you want. | For most covered U.S. orders, ask about your choice to accept a delay or cancel for a refund; contact your payment issuer about an eligible dispute. |
| Wrong, damaged, or incomplete item | Send the seller the order details and a clear description or photos, and request a replacement, exchange, repair, or refund. | Ask your payment issuer whether its dispute process applies; protections and outcomes vary. |
| Charge you do not recognize | Check the receipt, order history, and statement, then contact the seller if you can identify the transaction. | Contact your card issuer or bank promptly using its instructions. If you suspect a scam, report it to the FTC. |
| Seller appears to be outside the U.S. | Try the seller’s official contact channel and keep the correspondence. | For a cross-border online-purchase complaint, USAGov points consumers to Econsumer.gov. |
How to dispute an online order charge
If the seller will not address a charge for an order you did not receive or did not accept, contact your card issuer or bank promptly and ask how to dispute it. A charge dispute is not automatic, and a refund is not guaranteed.
Credit cards
FTC guidance treats certain charges for goods not delivered as agreed as billing errors. A written billing-error dispute generally must be sent within 60 days after the first statement that shows the error. Follow the issuer’s instructions and keep a copy of what you send. The timing and requirements matter, so do not wait for a seller conversation to drag on before checking the issuer’s process. See the FTC’s guidance on online orders that never arrive.
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- [Print via Bluetooth] - The bluetooth shipping label printer supports wireless printing via bluetooth connection. For IOS and Android - need to download the Bluetooth Printing App. Note: Bluetooth only works for Android and iOS, Wi-Fi is not supported.
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- [Multi Platform Label Printing] - Mvgges thermal label printer is compatible with all major sales platforms (Note: please save and download as PDF format first). Very suitable for your small online business to send packages and print labels.
Debit cards
Debit-card protections differ from credit-card billing-error protections. The FTC cautions that recovery for non-delivery or a wrong item may not be available in the same way. Contact your bank promptly, explain what happened, and follow its dispute instructions.
Where to escalate a complaint in the United States
- State consumer protection office or attorney general: USAGov directs consumers to these offices for online-purchase complaints. Find the relevant route through USAGov’s online-purchase complaint guide.
- Federal Trade Commission: Report suspected scams or suspicious communications to the FTC. The agency does not resolve individual reports; it says reports help law enforcement identify patterns and may lead to an investigation. See the FTC’s online-shopping guidance and advice on getting help and reporting fraud.
- Econsumer.gov: For an online purchase from a seller outside the United States, USAGov identifies Econsumer.gov as a complaint option.
These channels serve different purposes: the seller or marketplace handles fulfillment requests, an issuer reviews eligible payment disputes, and agencies collect or route complaints. An agency report is not an individual refund request.
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