If an online order never arrives, check the order’s shipping promise, address and tracking details, then contact the seller with the order number and requested resolution. Keep payment-dispute timing in mind while the seller investigates. An unshipped order and a package marked delivered need different evidence.
Identify the shipping or delivery problem
| Status | What to check | What to ask |
|---|---|---|
| No shipment information | Promised shipping time and seller messages | Has the order shipped, and what evidence confirms it? |
| Tracking stops in transit | Last scan, tracking number and carrier information | What investigation or next step does the seller propose? |
| Marked delivered, but not received | Address, delivery scan and any available delivery detail | Ask the seller to investigate the discrepancy. |
| Part of the order arrived | Packing slip and list of missing items | Ask for the status or correction for the missing part. |
Save the tracking information as it appears on the date you check it. A label-created message alone does not establish delivery to you.
Distinguish a shipping promise from an arrival estimate
The FTC explains that its merchandise-order rule applies to most goods ordered online, by mail or by phone. Sellers generally must ship within the stated time, or within 30 days if no time was stated. If shipment is delayed, the rule requires notice and an opportunity to agree to the delay or cancel for a refund.
That is a shipping rule, not a promise that every online purchase must arrive within 30 days. The details of an already-shipped or marked-delivered dispute may be different. Read the FTC guidance for the applicable conditions.
Official guidance: FTC: billed for things you never received.
Prepare the seller request
Use these checkboxes while you work. Selections are not saved when you leave this page.
Keep the request short. You can use the complaint letter template with the specific shipping facts.
Explain the discrepancy without guessing
A seller says the order shipped
“My order confirmation shows three items. I received one item on September 10. The packing slip lists that item only, and my account does not show a second tracking number. Please provide the shipping status for the two missing items or explain the available cancellation and refund options.”
If tracking says delivered, describe that status and say that you did not receive the package. Check the address and available delivery details. Do not invent a carrier statement or accuse a particular person of theft without evidence.
Check your payment-dispute route promptly
Contact your payment provider if the seller does not resolve the missing-order issue, and do not allow repeated promises to push you past a relevant deadline. The FTC distinguishes credit-card billing-error protections from debit-card procedures.
For certain credit-card billing errors, the FTC describes written notice within 60 days after the first statement containing the error was sent. Follow the official guidance and the issuer’s billing-dispute address and instructions; do not assume a seller chat or this site’s general letter template fulfills that notice requirement.
Official guidance: FTC: billed for things you never received.
Choose the next destination
If the ordinary seller process fails, review shopping complaint routes and the state consumer office directory. For a suspected fake store or scam, use the FTC’s scam-response guidance. Keep copies of what you submit and avoid duplicate claims that misstate any refund already received.
Official guidance: USA.gov: complaints about online purchases.
Common questions
Does a tracking status prove that I received the order?
It is evidence to examine, but describe any discrepancy accurately. Save the status and ask the seller to investigate using the address and delivery details.
Should I wait until the seller stops replying?
Do not let seller correspondence cause you to miss a payment-provider deadline. Check the relevant dispute process promptly.
Can I use this guide for a service or digital subscription?
The merchandise shipping rule discussed here is not a universal rule for services or digital products. Use the terms and official guidance relevant to that transaction.
Keep going
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Sources and page information
Official source links checked September 23, 2026. Requirements can change; use the relevant agency’s current instructions.
- FTC: billed for things you never received
- USA.gov: complaints about online purchases
- 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.