For a shopping or service complaint, identify what went wrong, check the relevant order terms or return policy, and ask the seller for a specific resolution. If it remains unresolved, consider the appropriate consumer office, marketplace process or payment-dispute route. Suspected fraud calls for separate reporting and recovery steps.
Choose your situation
| Problem | Useful preparation | Guide or source |
|---|---|---|
| Order never arrived | Shipping promise, order confirmation and tracking | Order never arrived |
| Seller refused a refund | Reason for return, terms, request date and refusal | Refund refused |
| Wrong or damaged item | Product listing, photographs and delivery records | FTC resolution guidance |
| Service did not match the agreement | Work order, agreed scope, invoice and specific deficiency | Complaint letter template |
| Suspected fake store or scam | Payment method, messages and transaction details | FTC scam-response steps |
Official guidance: USA.gov: complaints about online purchases.
Compare the promise with the result
Keep a copy of the product listing or written service scope, the price you agreed to, and any terms relevant to the complaint. Describe the difference without adding conclusions you cannot establish.
A specific service complaint
A fictional repair invoice lists a replacement part. Your complaint explains that the original fault remained after the visit, identifies the symptoms and dates, and asks the business to explain the work or propose a remedy. It does not assume that every unresolved fault proves fraud.
The evidence checklist provides a reusable packet structure. For a service, include the estimate, authorization and any written explanation of the completed work.
Ask the seller for a defined resolution
Explain what happened and whether you are asking for a refund, replacement, repair, correction or another outcome. Refer to the relevant order or agreement and state the amount involved. Keep copies of messages, including refusals and any conditions attached to an offer.
If the representative cannot resolve it, ask for the team responsible for returns, billing or service complaints. Ask how to obtain a written decision. Keep the discussion about the transaction rather than making unsupported allegations about the business.
Official guidance: FTC: solving problems with a business.
Use the complaint letter template if a written summary will help.
Understand the different outside routes
| Route | What to check | Important distinction |
|---|---|---|
| Marketplace or seller support | The order’s support and buyer-protection instructions | A marketplace request is separate from a card issuer dispute. |
| State consumer office | Whether the office handles your issue and location | Its powers and individual assistance vary. |
| Payment provider | The process for your payment method, issue and dates | Credit and debit protections are different; deadlines can matter. |
| FTC fraud report | Whether you suspect a scam or deceptive conduct | Reporting does not mean the FTC will resolve your individual refund request. |
For an online purchase, USA.gov identifies state consumer resources and other reporting destinations. Use the official instructions for the route you select.
Official guidance: USA.gov: complaints about online purchases.
Official guidance: FTC: billed for things you never received.
Keep payment-dispute timing separate
A promise from a seller to investigate does not automatically extend a card-dispute deadline. Contact your issuer promptly when a transaction problem may require its process. Tell the issuer accurately whether the transaction was authorized and what the dispute concerns.
Official guidance: FTC: billed for things you never received.
Evaluate a proposed resolution
- Does it address the correct order, item or service?
- Is the offered amount a full or partial correction, and how was it calculated?
- Are there return steps, charges or other conditions you need to understand?
- Do the written terms match what the representative described?
- What record will show that the promised action has occurred?
Save the offer and the final account or payment record. If you disagree, explain the remaining issue. For questions about legal rights or an agreement that releases claims, obtain appropriate advice rather than relying on a general complaint guide.
Common questions
Does a store have to refund any purchase I return?
Do not assume there is a universal refund right for every transaction. The reason for the return, the policy, applicable law and the product or service can matter. Check the official resources and the terms relevant to your purchase.
Should I contact my bank while the seller investigates?
Check promptly if a payment dispute may apply. The seller’s support process and your payment provider’s deadlines are separate.
Where do I report a suspected online-shopping scam?
Use the FTC’s official reporting and scam-response resources, and contact the payment provider promptly about the transaction. A report alone does not guarantee recovery.
More ways to get help
Subscription and warranty problems
Use these guides when the issue involves recurring payments or a company’s warranty decision.
Charges after cancellation
Use cancellation confirmations and billing dates to challenge subscription charges, contact the right seller, and prepare a payment-provider dispute.
Problem guideDenied warranty claims
Compare a warranty denial with the coverage terms, proof of purchase, and repair history. Prepare a specific request for reconsideration.
Keep going
Your next useful guide
Order never arrived
Document an online order that never arrived, distinguish shipping delays from delivery disputes, and find the right seller, payment and consumer complaint routes.
Problem guideRefund refused
Prepare a refund complaint using the purchase terms, reason for return and seller response. Includes a refusal checklist and example request.
Editable templateComplaint letter
Use an editable consumer complaint letter template, a fictional worked example and a sending checklist to explain your issue and requested resolution.
Preparation toolEvidence checklist
Organize receipts, messages, dates and billing records before making a consumer complaint. Includes a checklist, evidence table and follow-up log.
Sources and page information
Official source links checked September 23, 2026. Requirements can change; use the relevant agency’s current instructions.
- USA.gov: complaints about online purchases
- FTC: solving problems with a business
- FTC: billed for things you never received
- FTC: what to do if you were scammed
Prepared with AI assistance. Examples and worksheets are illustrative. This is general information, not legal advice. We do not submit complaints, determine eligibility, or guarantee a result.