What to Do If a Seller Never Delivers: Practical Remedies

Immediate steps to take (first 24–72 hours)

1. Document the purchase and timeline

• Save order confirmations, receipts, screenshots of product pages (showing price, promised ship/delivery dates), emails, text messages, and chat transcripts. If you placed the order by phone, note the date, time, and name of the representative.
• Record tracking numbers and any carrier messages. If the seller provided no tracking, note that explicitly.

1. Contact the seller—firm but factual

• Use email or the seller’s website message system so there is a written record. Briefly state the order number, what you paid, the promised delivery date, and your requested remedy (refund or reshipment). Include a deadline (e.g., 7–10 business days).
• If the seller is unresponsive, try documented follow-ups and make note of each contact attempt.

1. Check seller and platform policies

• Read the seller’s delivery, refund, and dispute policies. If you bought through an online marketplace (Amazon, eBay, Etsy, Walmart Marketplace, etc.), check its buyer-protection program and file a claim there promptly—marketplaces often have streamlined processes and faster outcomes.

1. Stop automatic renewals or delivery attempts for subscriptions

• If the purchase was for a subscription that never started, cancel auto-renewal and document that you did so.

Use your payment method’s protections

Payment disputes are often the fastest way to recover money, but timing and rules vary:

• Credit card chargebacks: Contact your card issuer to start a dispute. Many issuers require disputes to be filed promptly—commonly within 60–120 days of the charge—so don’t wait. A chargeback can reverse the merchant’s charge while the issuer investigates. For consumer-focused guidance, see the CFPB’s recommendations on disputing transactions (consumerfinance.gov).

• Debit card and bank disputes: Banks also offer dispute and ACH reversal options. Filing times vary and some protections are narrower than credit cards.

• Third‑party processors and digital wallets (PayPal, Apple Pay, Stripe): Use their buyer‑protection or dispute tools and follow their timelines and evidence requests.

• Cash, wire transfers, gift cards, or cryptocurrency: These payment methods are hardest to recover; treat transactions using these methods as higher risk and prioritize contacting the seller and filing complaints with regulators.

For detailed consumer-facing information about chargebacks and risks, see our guide: How Chargebacks Work: Rights and Risks for Consumers.

Escalate with regulators and consumer protection agencies

• Federal Trade Commission (FTC): The FTC handles patterns of fraud and may use reports to act against bad actors. File a report at https://reportfraud.ftc.gov. The FTC also enforces the Mail, Internet, or Telephone Order Merchandise Rule, which requires sellers to ship within the promised time or a reasonable period (usually 30 days) and to provide a refund or new ship date if they can’t comply (FTC, Order Rule).

• Consumer Financial Protection Bureau (CFPB): If your dispute involves a financial product or payment processing, the CFPB accepts complaints about banks and card issuers (consumerfinance.gov/complaint).

• State Attorney General and consumer protection office: Your state AG can help with business practices and sometimes assist in mediation or enforcement.

• Better Business Bureau (BBB): Filing a complaint with the BBB can trigger direct outreach from the business and is a useful mediation channel—see BBB.org.

When to file a formal demand or consider small‑claims court

If informal and payment-dispute routes fail, escalate:

1. Send a demand letter

• Draft a concise demand letter describing the purchase, attempts to resolve, and the refund you want. Send it by certified mail with return receipt. Often a formal letter prompts action.

1. Small‑claims court

• Small-claims court is a low-cost option for many disputes. Limits vary by state (commonly $2,500–$10,000). Prepare your evidence: order records, communication logs, tracking info, proof of non-delivery, demand letter, and any marketplace or bank correspondence.
• Consider whether the defendant (seller) is a person, a company, or a defunct business. If the seller is a shell or overseas with no U.S. presence, enforcement may be difficult even if you win.

1. When to hire an attorney

• For larger claims, complex cross-border disputes, or suspected fraud, consult a consumer attorney. In many states, attorneys will evaluate your case on a contingency or limited-fee basis for consumer-protection claims.

Evidence checklist (what judges and issuers expect)

• Proof of payment (card statements, PayPal logs, receipts)
• Order confirmation showing item, price, and promised ship/delivery date
• All communications with the seller
• Tracking numbers and carrier evidence showing no delivery
• Screenshots of the product listing (price, “in stock” claims, shipping promises)
• If relevant, screenshots of seller ratings, prior reviews, or listing changes

Common seller responses and how to handle them

• “It’s on backorder” or “Delayed by carrier”: Ask for a specific new ship date and tracking number within 7–14 days. If the seller fails to provide this, proceed to dispute.

• “We refunded you” but you don’t see it: Ask for refund transaction details (refund date, last four digits of the card used, refund authorization). Cross‑check with your bank. If refund isn’t there, file a dispute with your card issuer.

• “We shipped” but tracking is empty: Request the carrier and tracking number; insist on written proof of shipment. If the seller refuses, file a chargeback and open a claim with the marketplace or shipping carrier.

Prevention and buyer-protection habits

• Use credit cards or reputable third‑party payment platforms for online purchases. They offer stronger dispute pathways than cash or wire transfers.

• Check seller reputation: verify business contact information, read recent reviews, and search for complaints through the Better Business Bureau and state AG sites.

• For high-value purchases, use escrow services, pay-on-delivery, or arrange in-person pickup when practical.

• Keep screenshots of listings and promises—prices and shipping promises can change after you buy.

• Know marketplace safeguards and filing timelines for claims.

For tips on avoiding scams and verifying sellers, see our guide: Avoiding Common Online Marketplace Scams: A Shopper’s Checklist.

Cost‑benefit considerations

Before escalating to court, weigh the cost and time versus the purchase value. Small claims can be quick and inexpensive, but you may not collect if the seller lacks assets or is outside your jurisdiction.

For a refused refund from a merchant, our piece on remedies covers when to escalate and how to use agency complaints effectively: What to Do If a Merchant Refuses a Refund: Consumer Remedies.

Real‑world example (illustrative)

A client paid $1,200 for modular shelving from an online seller that promised delivery in three weeks. After six weeks with no tracking update, we contacted the seller twice with no response. We then opened a credit-card dispute and filed a marketplace claim. The card issuer provisionally reversed the charge and the marketplace refunded the client within 10 business days. We saved the documentation in case of future follow-up with the state AG.

Key takeaways from that case: act quickly, open disputes with both the payment provider and marketplace, and save every communication.

When the seller is likely fraudulent vs. just incompetent

• Signs of fraud: no verifiable contact details, prices that are unrealistically low, payment by gift card or wire only, and multiple consumer complaints.

• Signs of incompetence: unclear inventory updates, slow responses, or logistical mistakes. Competent businesses usually respond to formal requests and provide tracking.

If you suspect fraud, report to the FTC (https://reportfraud.ftc.gov) and your state Attorney General.

Final checklist and timeline

• Day 0–3: Save all records, contact seller in writing.
• Week 1: File a marketplace claim if applicable; open a payment dispute if the seller is unresponsive.
• Weeks 2–4: Follow up with the card issuer and marketplace; file complaints with FTC/state AG if fraud is suspected.
• Month 1–3: Send a formal demand letter; prepare small‑claims filing if value justifies it.

Professional disclaimer: This article is educational and does not constitute legal advice. For personalized legal guidance—especially for complex, large-value, or cross-border disputes—consult a licensed attorney.

Authoritative resources

• Federal Trade Commission, Mail, Internet, or Telephone Order Merchandise Rule: https://www.ftc.gov/
• Consumer Financial Protection Bureau, consumer complaint and dispute guidance: https://www.consumerfinance.gov/
• Better Business Bureau complaint filing: https://www.bbb.org/

If you need help deciding which remedy to try first based on the payment method and dollar amount, I can outline a prioritized plan tailored to your situation.