Protect Yourself When Online Orders Never Arrive

Got story updates? Submit your updates here. ›

When an online order never shows up, Wisconsin consumers have several options to seek a refund or replacement from the seller, including initiating a credit card chargeback. However, acting quickly and having proper documentation are critical to resolving these issues.

Why it matters

Missing deliveries are a common consumer complaint, especially with the rise of online shopping and third-party sellers. Knowing your legal rights and the steps to take can help ensure you don't lose money when a package never arrives.

The details

If a package never arrives, the first step is to contact the seller, not the delivery company. The seller is generally responsible for ensuring the product is delivered. Consumers should be prepared to provide order details and any delivery confirmation. If the seller claims the package was delivered but the buyer never received it, the buyer can ask for proof of delivery. If the seller refuses to resolve the issue, a credit card chargeback may be the best option, as federal law allows consumers to dispute charges for undelivered goods. Debit card protections are more limited, so consumer advocates recommend using credit cards for online purchases.

• Consumers must act quickly, as credit card companies typically require disputes to be filed within 60 days of the statement date showing the charge.

What they’re saying

What’s next

Consumers should save order confirmations, screenshots, and tracking information until they receive the item. They should also be cautious of sellers who provide no contact information, ask to resolve issues off the platform, or require payment through gift cards or peer-to-peer apps, as these can be warning signs.