If a product bought through social media never arrives or is materially different from the ad, preserve the ad and every transaction record, contact the seller and any marketplace promptly, and notify your payment issuer without waiting for the seller’s response. In the United States, shipping duties and payment-dispute deadlines depend on the facts and payment method; other countries use different rules.
The steps below are designed for U.S. consumers and identify where a marketplace policy, card network rule, or local law may change the result.
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Preserve the evidence before anything disappears
Social-media ads, product pages, seller accounts and tracking pages can be edited or removed. Save the record of what was promised before you negotiate.
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- Capture the original ad or listing, including photographs, prices, shipping promises, stated delivery date, product specifications, seller name and the website address.
- Keep the order confirmation, receipt, invoice, account statement, order number, date purchased and amount paid.
- Save the tracking number and screenshots of every tracking status, including a status that says delivered when you did not receive the package.
- Export or screenshot messages with the seller, marketplace and payment provider. Keep emails in their original form when possible.
- For a wrong or materially different item, photograph the package, shipping label, contents, model or serial number, dimensions, materials and any defects. Photograph the item next to the ad image when that makes the difference clear.
- Write a short chronology while events are fresh: when you saw the ad, ordered, received shipping promises, contacted the seller and received (or did not receive) replies.
The Federal Trade Commission (FTC) specifically recommends retaining the originating ad or site, order date, shipping promise, confirmation, receipt, tracking number and communications. Its guidance is available in What To Do if You’re Billed for Things You Never Got, or You Get Unordered Products.
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Identify the problem you are trying to remedy
The order never arrived
Check the promised delivery date first, then compare it with the carrier’s tracking record. A package marked delivered can still require a carrier inquiry, a check with household members or building staff, and confirmation that the seller used the correct address. Keep those checks in your chronology; they show what happened without assuming fraud.
The item differs materially from the ad
Compare the delivered product with specific advertised claims: model, quantity, size, material, function, compatibility, included parts, color or condition. A disappointing result is not automatically a scam. A clear, documented contradiction is more useful than a general statement that the product is poor quality.
The product is damaged or unsafe
Stop using an item that could cause injury or property damage. Photograph the condition and packaging, preserve safety labels and instructions, and describe the damage in writing. Do not discard the item until the seller, marketplace or issuer tells you how a return or inspection will work.
Contact the seller in writing
Use the seller’s published email, support form or marketplace message system, and keep a copy of what you sent. Written communication creates a dated record and lets you state a precise remedy.
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- Identify the order number, purchase date, amount and item.
- State the fact: the order was not delivered by the promised date, or the delivered product does not match a specified claim in the ad.
- Attach or refer to the relevant evidence, such as the shipping promise, tracking status or photograph.
- Request a specific remedy: shipment with a verifiable tracking number, a replacement that matches the listing, or cancellation and a full refund where applicable.
- Ask for a written response and a date by which the seller will act. Keep the reply, including an automated ticket number.
A concise message can be easier to resolve than a long accusation:
Subject: Order 12345 — delivery or item does not match the listing
I placed this order on March 4 and the listing promised delivery by March 18. The package has not arrived. Please confirm shipment and provide working tracking information, or cancel the order and refund the full amount. I have retained the listing, confirmation and tracking record. Please reply in writing with the action and date.If the issue is a mismatch, replace the delivery sentences with the exact advertised feature and the observed difference, and attach photographs. Avoid threatening language or unsupported claims; accurate facts help the next reviewer understand the dispute.
Know the U.S. shipping rule
For U.S. purchases, the FTC says, Sellers have to ship your order within the time they (or their ads) say.
If no shipping time was stated, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule generally requires shipment within 30 days. The rule concerns shipment, not a seller’s vague promise that an order is “processing.”
If the seller cannot meet the promised shipping time, it must notify you and offer a choice between agreeing to the delay and canceling for a full refund. Save the notice and your response. If the seller never gives the required choice, say so when you pursue a marketplace or payment dispute.
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These are U.S. federal requirements. They are not a universal 30-day rule for every country, and state law, the type of seller and the transaction terms can affect other remedies.
Use the marketplace’s claim process, if you bought through one
Determine where checkout and payment actually occurred. A social-media ad may send you to the seller’s own site, a marketplace checkout or an off-platform payment page. The social network that displayed the ad is not necessarily the merchant and may not administer a refund.
For a marketplace purchase:
- Open the order record and read the current refund, buyer-protection and non-delivery rules for that seller and item.
- Note the claim deadline immediately; some windows are short and begin at the promised delivery date or the date the order is marked delivered.
- Start the marketplace claim even if you are still corresponding with the seller, when the rules allow it. Upload the ad, order record, tracking history, photographs and seller messages.
- Keep communications inside the marketplace system when possible. If support calls you, record the date, representative’s name or ticket number and the promised next step.
- Check whether you paid through the marketplace’s payment system. Paying a seller outside that system can remove or limit marketplace protection.
The FTC explains the variables in Buying From an Online Marketplace: protections and deadlines depend on the site, seller and item, and some marketplaces do not intervene in every dispute.
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Do not wait for a seller or marketplace deadline to expire before asking the payment provider how to dispute the charge. Tell the issuer whether the problem is non-delivery, an item materially different from the description, or another issue, and ask for its required filing method and deadline. Follow the issuer’s instructions exactly and retain proof of submission.
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| Payment route | What the U.S. guidance establishes | What to do |
|---|---|---|
| Credit card | The FTC says certain charges for goods not delivered as agreed can qualify as billing errors. A written dispute generally must reach the issuer within 60 days after the first statement containing the error was sent. | Use the billing-dispute address or method the issuer specifies, identify the charge and explain the non-delivery or other qualifying error. Send copies, not irreplaceable originals, and keep delivery proof. |
| Debit card | Debit-card protections differ from credit-card billing-error rights. The FTC warns that a consumer may not be able to get a refund for non-delivery or a wrong item, although some issuers voluntarily provide protections. | Call promptly, ask what protection applies to this transaction and whether written notice is required, then follow up in the issuer’s required format. |
| Another payment method | A single federal rule is not established here; the provider’s terms, funding source and local law control. | Use the provider’s official dispute channel immediately and preserve the transaction record. If a card funded a wallet or service, ask both providers which process applies. |
The FTC distinguishes a qualifying delivery billing error from a mere quality complaint. Saying only that an item is “bad” may not fit the credit-card billing-error rule; describe the specific advertised promise, what was received and why the difference is material. The FTC’s credit and debit guidance appears at the same consumer article.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Build a clear mismatch claim
For an item that differs from the ad, make a side-by-side record:
- Advertised claim: quote or copy the exact wording and identify where it appeared.
- Delivered condition: describe the actual model, size, material, function, quantity or defect.
- Evidence: attach dated photographs, packaging, measurements, test results you already have and correspondence.
- Requested remedy: state whether you want a conforming replacement, return and refund, or another remedy offered by the seller or marketplace.
Keep the product available for return. Do not alter, repair or dispose of it unless the seller, marketplace or issuer authorizes that step in writing. Return shipping instructions and who pays can depend on the seller’s terms and the marketplace’s policy.
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If the seller disappears, uses a false identity, takes payment without shipping, or the evidence suggests a deliberate scam, report it at ReportFraud.ftc.gov. USAGov also lists the consumer-protection office in your state, your state attorney general and Econsumer.gov for purchases from sellers outside the United States. The current complaint-routing guidance is at USA.gov’s online-purchase complaint page.
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A report helps enforcement agencies identify patterns and decide where to investigate. It is separate from a refund request: submit the seller or marketplace claim and the payment dispute as well, and do not assume that filing a report itself will reimburse you.
Keep a deadline and contact log
Create one page with the order number, amount, promised date, seller address, marketplace claim deadline, payment-issuer deadline, dates of every contact and the next promised action. Save confirmation emails and screenshots as PDF files or in a folder that will not be overwritten. If a representative says a case is “under review,” ask when you should follow up and what evidence is still missing.
Escalate in writing when a promised response date passes. Attach the earlier ticket number rather than starting a new, unconnected explanation. If the issuer asks for a statement showing the charge, provide the statement page with unrelated transactions redacted.
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- Relying on a social-media post after the ad or account has been deleted instead of saving it.
- Waiting for an indefinite “processing” status while a card or marketplace deadline runs.
- Assuming the social network is responsible for the sale or that every ad purchase receives the network’s buyer protection.
- Paying a seller outside the marketplace after support tells you to use the official claim system.
- Describing a quality complaint as non-delivery, or alleging fraud without documenting the promised feature and actual result.
- Sending original packaging or the item back without tracking or without written return instructions.
- Using a debit-card procedure designed for a credit-card billing error.
What the available U.S. data shows—and what it does not
Historical FTC reporting illustrates why preserving evidence matters. In a January 2022 Data Spotlight covering reports from 2021, 45% of reports of money lost to social-media scams concerned online shopping. In nearly 70% of those online-shopping reports, people said they placed an order—usually after seeing an ad—but never received the merchandise. The FTC also reported about $770 million lost to fraud initiated on social media in 2021, based on consumer reports.
Those figures are not a count of all purchases or all fraud, and they are not a current prevalence rate. The FTC noted that most fraud is not reported, so the totals represent only a fraction of public harm. See Social media a gold mine for scammers in 2021 and the FTC’s accompanying release for the stated scope and limitations.
If you are outside the United States
The U.S. 30-day shipment rule, delay-and-refund choice and 60-day credit-card billing-error timeline should not be treated as worldwide rights. Contact your card issuer, bank, payment service and local consumer-protection authority as soon as the problem appears. Use the same evidence package—ad, order confirmation, payment record, delivery promise, tracking, photographs and correspondence—but replace the U.S. complaint routes and legal deadlines with those in your country. Cross-border purchases may also involve the seller’s country, import rules and a marketplace’s separate policy.
Acting quickly is the safest general strategy because every non-U.S. jurisdiction and payment method can set different notice periods and remedies.
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