Act quickly, document everything, and identify what actually failed. A visibly damaged appliance, a late shipment, and a missed installation appointment follow different rules. Report damage to the seller in writing, check the seller’s and marketplace’s deadlines, and preserve the order and delivery records. For shipment delays, the Federal Trade Commission (FTC) generally requires a seller to ship by its promised date—or within 30 days when no date was given—and to offer a choice between accepting the delay and canceling for a full refund. That federal merchandise rule does not automatically provide a refund when installation is delayed after delivery; the installation contract and state law may control.
First, classify the problem
Use the remedy that matches the failure. Write down which event occurred, who was responsible, and the date promised versus the date that actually occurred.
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| What went wrong | Primary party to contact | Key deadline or document | Likely remedy to request |
|---|---|---|---|
| Appliance is dented, cracked, wet, incomplete, or otherwise damaged on arrival | Retailer or marketplace seller | Seller’s damage/return window; marketplace claim window; warranty terms | Exchange, refund, repair, or seller-arranged pickup |
| Seller has not shipped by the promised date | Seller that accepted the order | Promised shipping date, or 30-day baseline if no date was stated under the FTC rule | Consent to a clearly stated delay or cancel for a prompt full refund |
| Appliance arrived, but installation appointment is late or missed | Retailer, named installer, or separate contractor identified in the order | Installation terms and appointment notice; any cancellation or rescheduling deadline | Written reschedule and any remedy stated in the service agreement |
| Charge remains after non-delivery or another qualifying billing error | Seller first, then the card issuer | Usually 60 days from the first statement showing the billing error for a written credit-card dispute | Investigation and possible billing adjustment under applicable rules |
These routes are not interchangeable. A retailer’s voluntary “no questions asked” return policy can be broader than legal rights, while a marketplace may impose a short case-opening period. Read the terms that applied when you placed the order.
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If the appliance arrives damaged
Document the condition before you alter it
- Photograph or video the appliance, all visible damage, the box and other packing, the shipping label, and the delivery area when practical. This is prudent evidence preservation; federal guidance does not prescribe one universal photo checklist.
- Do not discard the carton, foam, pallet, or other packing until the seller tells you it is unnecessary. Keep the appliance in the condition in which you found it, and avoid self-repair.
- Record the delivery date, tracking number, model and serial number, and whether the delivery receipt noted damage. If the damage is suspected rather than visible—for example, a refrigerator does not cool—record when you first noticed the symptom.
Notify the seller in a traceable channel
Use the seller’s online case form, email, or another channel that creates a dated record. State the order number and model, delivery date, precise damage, and the remedy you want. Ask who will collect the appliance, whether a replacement is reserved, and the expected decision date. Request the instructions in writing and save screenshots of any portal submission.
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A concise message can say: “Order 12345, delivered October 18, arrived with a crushed right panel and a cracked control display. Photos and the delivery receipt are attached. I request an exchange or, if unavailable, a full refund and seller-arranged pickup. Please confirm the next steps and deadline in writing.”
Check every applicable return window
Look at the retailer’s damage and return policy immediately, even if the appliance carries a manufacturer warranty. If a marketplace processed the transaction, read both the seller’s terms and the platform’s buyer-protection rules; marketplace operators differ in how they handle evidence, shipping labels, and disputes. The FTC’s guidance on marketplace purchases explains why the identity of the seller and the platform’s process matter: Buying From an Online Marketplace.
Do not assume that a general return period, a “final sale” label, or a delivery signature alone answers a damaged-goods claim. Ask the seller to identify the policy section it is applying and the date by which you must act.
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Escalate to the warranty only when appropriate
If the seller’s stated period has expired or the seller will not resolve the issue, read the written warranty and contact the manufacturer. The FTC explains that a company may have the right to repair a covered defect before providing a refund; a refund is therefore not automatic in every warranty dispute. See Warranties for the distinction between express, implied, and service-contract coverage.
Do not hire a repair service or modify the appliance before the seller or manufacturer responds unless an emergency requires it. Unauthorized work can complicate causation, pickup, and warranty decisions.
If shipment is late or the order has not shipped
Apply the FTC shipment rule correctly
The FTC’s Mail, Internet, or Telephone Order Merchandise Rule covers most goods ordered online. A seller generally must ship within the time it advertised or stated in the order terms. If it gave no shipping time, the rule generally uses 30 days as the baseline.
When the seller cannot meet its promise, it must provide a delay notice and a choice: agree to the revised shipment date or cancel for a prompt full refund. The FTC 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.” Details can differ when the proposed delay is short, longer than 30 days, indefinite, or followed by another missed date, so do not treat silence as blanket consent.
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- Compare the promised ship date in your confirmation or advertisement with the current status and the date the seller first notified you.
- Ask for a specific revised ship date, not merely “soon,” and ask whether the order will be canceled and refunded if that date is missed.
- If you do not accept the delay, state clearly that you are canceling under the seller’s delay notice and request a full refund to the original payment method. Keep the cancellation timestamp.
- Save the notice, chat transcript, confirmation of cancellation, and refund posting. If the seller claims the item shipped, request the carrier tracking number and the actual tender date.
A promised delivery date and a promised shipping date are not always the same. Preserve the exact wording: the FTC rule addresses the seller’s shipment obligation, while a carrier’s later transit problem may involve different terms.
If installation is delayed after delivery
Identify who sold and scheduled the service
Installation may be included in the appliance order, sold as an add-on by the retailer, or performed by a separate contractor. Check the order confirmation, installation invoice, service terms, appointment email, and any contractor name. The responsible party determines where to direct a rescheduling demand.
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Request a written recovery plan
- Contact the responsible party in writing and quote the promised installation date or time window.
- Ask for the next available appointment, the technician’s scope of work, and confirmation that the appointment is included in the price you paid.
- Ask what the service agreement provides for a missed appointment—rescheduling, cancellation, a service-fee refund, or another remedy. Do not assume compensation if the contract is silent.
- Keep records of calls, cancellation numbers, time missed from work, temporary storage, food loss, or other out-of-pocket costs. These records support a contract or state-law request but do not guarantee reimbursement.
The FTC merchandise rule governs shipment of goods. The federal sources do not establish a general nationwide refund, compensation, or automatic cancellation right for a missed installation appointment after the appliance has arrived. Your written service contract and state consumer-protection law may provide additional rights.
When a credit-card or debit-card dispute is worth considering
Separate a billing error from a quality complaint
Contact the seller first about damage, non-delivery, or an installation problem, while tracking your card issuer’s deadlines. Under the Fair Credit Billing Act process described by the FTC, certain errors include goods not accepted or not delivered as agreed. A written dispute generally must reach the credit-card issuer within 60 days after the first statement showing the error. See Using Credit Cards and Disputing Charges for the required address and procedure.
A complaint that an appliance performs poorly or is cosmetically imperfect is not automatically a billing error. Explain the actual transaction problem—such as non-delivery, an unauthorized amount, or goods rejected under the agreed terms—and attach the order, promised and actual dates, seller correspondence, and photographs.
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Know the limits of payment protections
A separate credit-card right to withhold payment for some merchant disputes has eligibility limits; ask the issuer and consult the FTC guidance rather than promising that a charge will be reversed. Debit-card protections differ and may not provide a refund for non-delivery. Continue pursuing the seller or warranty route even if you open an issuer investigation, and respond promptly to requests for documentation.
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| Situation | Escalation order | Evidence to attach |
|---|---|---|
| Damage reported inside the seller’s window | Seller support → supervisor or written complaints address → marketplace case (if applicable) | Photos, packaging, delivery record, invoice, requested remedy |
| Seller missed a shipment promise | Seller’s delay notice process → written cancellation/refund request → card issuer if a qualifying billing error remains | Order confirmation, promised date, delay notice, cancellation timestamp, refund record |
| Installation appointment missed | Installer or retailer named in contract → formal contract complaint → state consumer-protection resources or other lawful remedy | Service terms, appointment notices, no-show confirmation, expense log |
| Warranty-covered defect | Manufacturer warranty administrator → written warranty escalation → applicable state or federal consumer resources | Warranty, serial number, diagnosis, prior repair or service records |
The FTC’s general guidance on resolving business disputes recommends keeping a paper trail and clearly stating the resolution you want. See Solving Problems With a Business: Returns, Refunds, and Other Resolutions. For additional consumer-alert context, the FTC also explains what to do when you are billed for merchandise you never received at What To Do if You’re Billed for Things You Never Got, or You Get Unordered Products.
Deadlines and records checklist
- Order confirmation, invoice, advertisement, and the exact promised shipment or installation date
- Delivery date, tracking page, delivery receipt, and photos or video of packaging and damage
- Model and serial number, warranty, installation agreement, and marketplace case rules
- Every email, chat transcript, ticket number, call date, representative name, and promised follow-up
- Your requested remedy and the date you requested it
- Refund confirmation, replacement tracking, pickup receipt, and documented out-of-pocket costs
- For a credit-card billing dispute: the first statement showing the charge, your written notice, and proof the issuer received it within the applicable period
Store copies in one folder and use calendar reminders for the seller’s damage window, marketplace deadline, warranty period, and any card-dispute deadline. A deadline in a contract or platform policy can arrive before a legal claim is obvious.
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- Waiting for a phone promise: follow every call with an email confirming what was said.
- Throwing away the packaging: retain it until pickup or written permission to discard it.
- Repairing first: ask the seller or warranty administrator before altering the appliance.
- Assuming the shipment rule covers installation: treat the service appointment as a separate contractual issue.
- Opening a card dispute without checking the basis: distinguish non-delivery or another billing error from a product-quality disagreement.
- Missing a platform deadline: open the marketplace case as soon as the seller fails to resolve the issue.
What to expect from state law and contracts
Federal FTC guidance supplies a nationwide framework for shipment promises, warranty information, and certain credit-card billing errors. It does not set one universal damaged-appliance reporting period, installation-compensation rule, or marketplace procedure for every transaction. State law, the retailer’s terms, the marketplace agreement, and the installation contract can change the available remedy. If the purchase involved a substantial amount, safety risk, or a recurring refusal to honor written terms, consult your state consumer-protection agency or a qualified attorney with the documents in hand.
Bottom line
Photograph and preserve a damaged appliance, notify the seller promptly in writing, and follow the shortest applicable return or marketplace deadline. For a late shipment, demand the FTC-required choice between accepting a stated delay and canceling for a full refund; the 30-day baseline applies when no shipping time was given. For delayed installation, enforce the service agreement rather than assuming the shipment rule supplies an automatic refund. Keep the complete record and watch the separate credit-card dispute deadline.
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