How to Dispute an Online Order You Never Received
If an order shows as delivered but never arrived, or never shipped at all, you are usually entitled to a refund or replacement. Here is how to push it through.
Whether you're calling it a refund request, a chargeback, disputing the charge, or just contesting it, the steps below are the same.
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Check the tracking and the delivery address
Look at the carrier tracking page, the delivery photo if there is one, and the address on the order. Packages are often left with a neighbor, in a mailroom, or at a pickup point.
Contact the seller and give them a short window to fix it
Message the seller with your order number and tracking details. Ask for a reship or refund, and note the date you contacted them.
Use the platform's protection process
Marketplaces like Amazon, eBay, and others have buyer protection for items that never arrive. Open a claim within the allowed window and attach your tracking and messages.
Dispute with your card issuer if there is no resolution
Bring the order confirmation, tracking showing no delivery, and your messages with the seller. Non-delivery is a standard reason for a card dispute.
- •Open the claim sooner rather than later. Protection windows are measured from the purchase or the expected delivery date.
- •Screenshot the order page, tracking status, and your messages in case the listing or seller disappears.
- •If the seller is a small shop with no support process, a card dispute is often the quickest route.
Don't want to write it yourself?
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Write My DisputeA self-help document tool, not a law firm. We can't promise refunds or provide legal advice.