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The federal Fair Credit Billing Act (FCBA) process is for credit cards and other revolving credit. It does not automatically apply to debit cards, personal loans, or every other payment method. The guidance below is for U.S. consumers and explains the ordinary federal process; state law, your contract, and your issuer’s instructions may provide additional rights.
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What to do first when furniture does not arrive
Do not wait for another informal promise if the agreed delivery date has passed. Create a written record and move through the seller and issuer steps in parallel when necessary.
Confirm what the order promised
Review the receipt, order confirmation, invoice, and any delivery appointment. Note the exact order number, purchase date, transaction amount, promised delivery date, and whether delivery was to be made in one shipment or several. Save notices saying the item was delayed, back-ordered, rescheduled, or supposedly delivered. If tracking says “delivered” but you did not receive the furniture, record the date, location shown by tracking, and your communications with the retailer or carrier.
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A charge for goods that were not delivered as agreed can be a billing error under the FCBA. The issue is non-delivery or failure to provide what was agreed—not simply that you changed your mind about the purchase.
Write to the furniture seller
The Consumer Financial Protection Bureau advises approaching the seller first. Use the retailer’s customer-service email, online dispute form, or postal address, and choose a method that creates a dated record. State that the furniture was not delivered as agreed, identify the order and promised date, and request cancellation and a full refund to the original card.
Give the seller a practical deadline for a written response, such as five to seven business days, without suggesting that this deadline changes your legal rights or the card issuer’s notice period. Keep the sent message, attachments, and every reply. If a representative calls, write down the representative’s name, date, time, promises, and any new delivery date, then send a short email confirming what was said.
Organize an evidence file
Keep electronic copies in one folder and a dated call log. Your file should contain:
- The receipt, order confirmation, invoice, and financing or payment terms.
- The credit-card statement showing the merchant, transaction date, and amount.
- The promised delivery date, delivery appointment, and any revised dates.
- Shipping, tracking, back-order, cancellation, or delay messages.
- Your seller correspondence and the seller’s responses or failure to respond.
- Notes identifying when each call or chat occurred and what was promised.
Do not send your only original document. Submit copies and retain proof of mailing, upload confirmation, fax transmission, or other delivery evidence.
Use the Fair Credit Billing Act billing-error procedure
When the federal process fits
The FCBA covers credit-card billing errors, including a charge for goods you did not receive or did not accept delivery of. In the CFPB’s wording, “It can be considered a billing error to be charged for a purchase when you did not receive what you ordered or did not accept delivery of the purchased items.” That principle is the central route for furniture that never arrived.
The process concerns credit cards and other revolving credit accounts. Do not assume the same written-notice rules apply automatically to a debit-card transaction, a bank transfer, a personal loan, a buy-now-pay-later account, or cash. Those products can have different contracts, network rules, or laws.
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Understand the 60-day notice deadline
For the ordinary FCBA procedure, the written billing-error notice must be sent within 60 days after the first statement showing the error was sent. The clock is tied to the statement, not to the date you first became frustrated with the seller. Check the statement date and the date it was sent or made available under your account’s billing practice, then count 60 days.
Delivery dates create a difficult timing problem. If you ordered a sofa in January with delivery promised for April, the first statement may have arrived well before you could know that the seller would fail to deliver. Once the 60-day period has passed, the FTC says you may be outside the ordinary FCBA protection. Some issuers may extend the window for delayed shipments, but an extension is not guaranteed and is not a statutory promise you can enforce against every issuer.
Send the notice anyway when the delivery date was later than the statement. Explain the promised date, attach the order and delay notices, and ask the issuer whether it will accept the dispute under an extension or another applicable process. A late notice is not a reason to abandon the seller request or the issuer’s own dispute channel, but you should describe the timing accurately.
Call or use the issuer’s online channel, then send the required writing
A phone call or online dispute can alert the issuer and start its internal workflow. It does not necessarily preserve the FCBA written-notice procedure. Send a separate written notice to the billing-inquiries address printed on your statement or provided in your account materials. Do not send it to the payment address; many issuers use a different address for billing-error correspondence.
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Include the information the issuer needs
Your notice should allow the issuer to identify the account and understand exactly why the charge is disputed. Include:
- Your name and current mailing address.
- The account number or enough identifying information for the issuer to locate the account. For security, follow the issuer’s instructions about whether to include the full number.
- The merchant’s name, transaction date, and dollar amount.
- A clear statement that the furniture was not delivered as agreed and that you are asserting a billing error.
- The order number, promised delivery date, and any revised delivery information.
- A request that the issuer remove or credit the disputed amount and related finance charges as permitted while it investigates.
- Copies of the receipt, statement, seller correspondence, tracking information, and other documents supporting non-delivery.
Write facts rather than conclusions. For example, say “The order confirmation promised delivery by May 10. No furniture arrived. On May 12 the seller said delivery was postponed to June 30, and on June 30 the seller did not provide a new date.” That is more useful than simply writing “The merchant is dishonest.”
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Sample billing-error notice
[Date]
Billing Inquiries
[Issuer’s billing-inquiries address]
Re: Billing error for furniture not delivered
I am writing about a billing error on my credit-card account. The merchant is [merchant name]. The transaction date is [date], the amount is [amount], and the order number is [number]. The order confirmation promised delivery by [date], but the furniture was not delivered and I did not accept delivery. I contacted the merchant on [dates] and requested cancellation and a refund; copies of that correspondence are enclosed.
Please investigate this charge under the Fair Credit Billing Act and credit or remove the disputed amount and related finance charges as applicable. Please send written confirmation of your investigation and any documents on which you rely.
My name and address are [name and mailing address]. I have enclosed copies, not originals, of the statement, order confirmation, promised delivery information, and seller communications.
Sincerely,
[Signature]
[Printed name]Adapt the wording to the facts. Do not claim that the goods were defective if the actual problem is that they never arrived. If part of an order arrived, identify the missing pieces and the amount attributable to them rather than disputing an amount you do not contest.
What happens after the issuer receives your notice
Pay the undisputed portion
During a qualifying billing-error investigation, you may withhold the disputed amount and related finance charges as allowed by the FCBA, but you must pay undisputed charges on time. Continue paying purchases, fees, and other amounts that are not part of the dispute. Mark the disputed amount in your records so you do not accidentally withhold more than you claim.
Monitor each statement. If the issuer temporarily removes the charge and later puts it back, keep the statement and read the explanation. A temporary credit is not necessarily a final decision.
Expect acknowledgment and a decision
The issuer generally must acknowledge a written billing-error notice within 30 days unless it has already resolved the issue. It generally must resolve the dispute within two billing cycles and no more than 90 days. These are process limits, not guarantees that the issuer will agree with you.
| Stage | General FCBA timing | What you should do |
|---|---|---|
| Written notice | Usually within 60 days after the first statement showing the error was sent | Send to the billing-inquiries address and keep delivery proof. |
| Acknowledgment | Generally within 30 days, unless already resolved | Save the acknowledgment and note any request for more information. |
| Investigation and resolution | Within two billing cycles, no more than 90 days | Continue paying undisputed charges and provide requested documents. |
| If the issuer says the charge is correct | The issuer must explain its decision, the amount owed, and when it is due | Read the explanation immediately and calendar the payment or appeal deadline. |
Respond to requests for information
An issuer may ask for the order confirmation, delivery promise, seller’s cancellation policy, or proof that you contacted the merchant. Send copies promptly and keep a record of what you supplied. If the issuer relies on a document you have not seen, request a copy so you can address any incorrect delivery date, signature, tracking record, or merchant statement.
Be precise if the seller claims delivery. Explain whether the item was left at the wrong address, signed for by someone else, damaged before acceptance, or never received. The FCBA non-delivery theory is strongest when the evidence shows the agreed delivery did not occur; a separate analysis may be needed for quality or damage complaints.
If the issuer denies the dispute
Read the denial letter and payment date
If the issuer finds the charge correct, it must explain the decision and tell you how much is owed and when it is due. The letter may rely on a delivery scan, a signed receipt, the seller’s statement, or a conclusion that your notice was late. Check each factual point against your records.
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A denial can permit collection activity to begin. Do not ignore the letter or assume that a pending disagreement stops all payment obligations. If you owe the amount under the issuer’s decision, determine the payment needed to avoid late fees or other account consequences while you consider an appeal.
Appeal in writing when permitted
FTC guidance says you may appeal in writing within the payment period given by the issuer or within 10 days after receiving the explanation, whichever is later. Follow the address and method in the denial letter. Identify the original dispute, explain the specific error in the decision, and attach the missing or misread evidence.
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Complain to the Consumer Financial Protection Bureau
If the issuer did not follow the billing-error process, failed to explain its decision, or did not address evidence you submitted, you may submit a complaint to the Consumer Financial Protection Bureau. A complaint does not guarantee a refund and does not replace payment deadlines. Include a concise timeline, copies of your notice and delivery proof, the issuer’s response, and the amount still disputed.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.When a different claims-and-defenses route may matter
The FTC also describes a separate claims-and-defenses protection for certain unresolved disputes with a seller. It is not the same as the FCBA billing-error procedure and should not be treated as a substitute for sending a timely billing-error notice.
| Route | When it fits | Important timing or conditions | Practical action |
|---|---|---|---|
| FCBA billing-error notice | A credit-card charge for goods not delivered as agreed | Written notice usually within 60 days after the first statement showing the error was sent; a later promised delivery date can create a timing problem | Send the written notice to the billing-inquiries address with order and delivery evidence. |
| Claims-and-defenses protection | Certain seller disputes that remain unresolved | FTC guidance generally describes goods costing more than $5, a purchase in the consumer’s home state or within 100 miles of the billing address, a good-faith effort with the seller, and withholding payment; exceptions apply | Review the issuer’s instructions and the applicable conditions. Do not assume every condition applies identically to a non-delivery billing error. |
The claims-and-defenses route is often discussed for disputes about the quality or condition of goods, while the FCBA route directly addresses a charge for goods not received. The conditions are fact-specific. A purchase made outside the geographic area, a payment already made in full, or an account that is not covered can change the analysis. Ask the issuer how it handles this route and document your seller contact.
Do not confuse non-delivery with a quality complaint
“The table arrived scratched” and “the table never arrived” are different disputes. For a quality complaint, the seller may have delivered the item but failed to provide goods that matched the agreement. FTC guidance distinguishes quality disputes from billing errors and discusses the separate claims-and-defenses protection described above.
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If furniture arrived and you are seeking a refund because of defects, photograph the condition, follow the seller’s return or warranty process, and describe the defect accurately to the issuer. Do not tell the issuer that nothing was delivered when some or all of the order was received. Misstating the facts can undermine a legitimate claim.
Special timing and transaction situations
The seller keeps moving the delivery date
Save every revised promise. In your issuer notice, list the original date, each revised date, and the date on which you requested cancellation. Explain whether the seller offered a refund or merely another future date. Ask the issuer whether it will accept the dispute despite the ordinary 60-day period; do not represent that an extension is required.
The order was canceled but the refund never appeared
Attach the seller’s cancellation confirmation and identify the original charge. State that the seller agreed to refund the transaction but the credit has not posted. If the seller issued a refund reference number, include it. The issuer may classify this as a credit not posted or another billing error rather than pure non-delivery, so describe the sequence exactly.
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Only part of a multiple-item order is missing
Separate delivered and undelivered items. List each item, its price if shown, and its delivery status. Ask for a refund of the missing portion and continue to pay amounts you accept. A blanket dispute for the entire order can create avoidable disagreement when some furniture was received.
The transaction was not made with a credit card
The FCBA process described here is not automatically available for debit cards, bank-account transfers, cash, personal loans, or other payment products. Contact the payment provider promptly and read its dispute instructions. Keep the same evidence file, but do not cite FCBA deadlines as if they govern a different product.
A practical timeline you can follow
- Day 0: Confirm the promised delivery date has passed or that the seller has stated it will not deliver as agreed. Save the order, statement, and delay records.
- Day 0–2: Send the seller a written cancellation and refund request. Record calls and retain the response.
- As soon as possible: Call or use the issuer’s dispute channel to open a case, then send the written billing-error notice to the billing-inquiries address.
- Before day 60 after the first statement showing the error was sent: Make sure the issuer has received your written notice if the ordinary FCBA deadline applies. If the delivery date was later, send the notice anyway and ask about an extension.
- During the investigation: Pay undisputed charges, answer information requests, and save each statement and issuer letter.
- By the issuer’s decision: Check for the acknowledgment within about 30 days and a resolution within two billing cycles and no more than 90 days.
- If denied: Follow the letter’s payment instructions and submit a written appeal within the payment period or within 10 days after receiving the explanation, whichever is later.
- If process problems remain: Gather the complete record and submit a complaint to the CFPB while continuing to observe payment dates.
Final checklist before you send anything
- Have you identified the merchant, order number, transaction date, and amount?
- Did you state the promised delivery date and what actually happened?
- Did you ask the seller in writing to cancel and refund the order?
- Are you sending the issuer notice to the billing-inquiries address rather than the payment address?
- Did you check whether the first statement showing the charge was sent within the last 60 days?
- If delivery was scheduled later, did you explain the timing and ask whether the issuer will extend its process?
- Did you attach copies of the order, statement, delivery promise, delay notices, and seller correspondence?
- Did you keep a copy and proof of delivery or electronic submission?
- Are you paying all undisputed charges on time?
- Have you calendared the issuer’s acknowledgment, decision, payment, and appeal dates?
The strongest file is chronological and specific: what you ordered, what delivery was promised, what the seller said after the date passed, when you requested a refund, and when the issuer received your written notice. That record gives the seller and card issuer the facts needed to evaluate a furniture non-delivery dispute under the rules that apply to your account.
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