What do I do if there's a problem with my online purchase? (2024)

FAQs

What do I do if there's a problem with my online purchase? ›

If you have a complaint about a product you bought online, try to resolve it by contacting the seller or website first. If contacting the seller or website does not work, file a complaint with: Your state's consumer protection office. Your state's attorney general.

Report Problems

If you have a problem when you shop online, try to work it out directly with the seller or site owner. If that doesn't work, tell the FTC at ReportFraud.ftc.gov.

Call your credit card to start the process. Make sure to put the billing error complaint in writing within 60 days of receiving your credit card statement. Debit cards are a bit trickier because they have different consumer protections. You may not get a refund for non-delivery.

Before contacting the seller, check if they have an official complaints procedure. You can usually find a seller's complaints procedure on their website - make sure you follow it when you complain. It's best to email or write to the seller - you can use a template letter.

You should contact the seller to ask for redelivery or a refund. If the item was delivered by a courier: Check your terms and conditions or account details - they might include other places for delivery, like your porch or a neighbour's house.

If you paid by card or PayPal

If you've paid for something you haven't received, you might be able to get your money back. Your card provider can ask the seller's bank to refund the money. This is known as the 'chargeback scheme'. If you paid by debit card, you can use chargeback however much you paid.

Try to contact the trader

It's best to email or write to the trader - you can use a template letter. Keep a copy of anything you send, in case you need to check it later. If you can't contact the trader or they won't help, you can then ask your card provider or PayPal.

This is called a chargeback. It may sound like a forced refund, but that's not exactly how it works. A chargeback is a serious process, and you should only request one if you have a legitimate dispute with a business and the business refuses to help you resolve it on their own.

Satisfactory quality: The product shouldn't be damaged or faulty when you receive it. Fit for purpose: You should be able to use it for what the seller says it will do (its purpose), whether that's their statement when you buy it, or an answer to your question. For instance, a tin opener should open tins.

How do I get my money back from an online purchase? ›

You need to contact your credit card provider and tell them you want to make a claim to get your money back.

If you can't get the support you need from the retailer in the form of a refund, repair or replacement, you can file a complaint with the company. If that still doesn't help, you can contact the Consumer Ombudsman.

Check the delivery address you gave the seller. Then contact them and ask where your order is. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circ*mstances.

File a complaint with government or consumer programs

File a complaint with your local consumer protection office. Notify the Better Business Bureau (BBB) in your area about your problem. The BBB tries to resolve complaints against companies. If you think you may have experienced a scam, report it to the FTC.

However, cybercriminals take advantage of the anonymity of online shopping to scam online buyers. If you get scammed while shopping online, you need to contact your credit card issuer, freeze your credit, change any compromised passwords, contact the online marketplace and report the scam to the FTC.