Returns, Refunds and Chargebacks: What to Do When a Product Disappoints

The product arrived and it is not what you were promised, or it did not arrive at all. In the United States you have several routes to getting your money back, and the order you try them in matters. This is the sequence that usually works, with the deadlines that can catch you out.

Step 1: Use the seller’s return policy

There is no general federal right to return something bought online simply because you changed your mind. Your right to send it back comes from the seller’s own policy, so read it before you buy and act inside the window.

As an example, Amazon says most items sold on Amazon.com can be returned within 30 days of delivery, provided they are unused and in original condition, with exceptions for some product types. Returning late, or returning something used or damaged, can mean a deduction from your refund.

• Start the return through the retailer’s website so there is a record.
• Photograph the item, the packaging and the label before you send it back.
• Keep the tracking number until the refund lands.

Step 2: On a marketplace, use the platform’s guarantee

If you bought from a third-party seller on a marketplace and the seller will not help, the platform may step in. Amazon’s A-to-z Guarantee covers items sold and fulfilled by third-party sellers. You are expected to contact the seller first and give them 48 hours to respond, and Amazon’s help pages say a claim can be made up to 90 days after the latest estimated delivery date.

One trap: Amazon says you are not eligible for an A-to-z refund if you have also asked your bank for a chargeback on the same order. Pick one route at a time.

Step 3: If the order is late or never arrives

The FTC’s Mail, Internet, or Telephone Order Merchandise Rule applies to most things you order online. Under it:

• The seller must ship within the time it promised or, if it gave no time, within 30 days of your order.
• If there is a delay, the seller must tell you and let you choose between agreeing to wait and cancelling for a full refund.
• If the seller does not ship, it has to give you a full refund. A gift card or store credit does not satisfy the rule.

Step 4: Dispute the charge with your credit card issuer

If the seller will not put things right, the Fair Credit Billing Act lets you dispute a “billing error” on a credit card. According to the FTC, that includes charges for goods that never arrived or that were not delivered as agreed.

1. Write within 60 days of the date the first statement showing the charge was sent to you.
2. Send the letter to the address for billing inquiries, not the address for payments. Many issuers also let you start a dispute by phone or online, but the FTC says following up in writing protects your rights under the law.
3. The issuer must acknowledge your letter within 30 days, and generally must resolve the dispute within two billing cycles, and in no more than 90 days.
4. You can withhold the disputed amount while the investigation is under way, but you must keep paying the rest of the bill.

Two things to know. First, the 60-day clock can run out while you are still waiting for a delayed delivery, so do not let a seller string you along. The FTC suggests contacting your card issuer promptly so you do not lose the right to dispute. Second, the rule is about billing errors: a complaint that the item arrived as described but you are unhappy with its quality is treated differently, so be precise about what went wrong.

Debit cards are covered by different rules with generally weaker protection, which is one reason many people prefer a credit card for online orders.

Step 5: Check the warranty and any recall

If the product worked at first and then failed, look at the manufacturer’s written warranty, which sets out what is covered and for how long. It is also worth checking whether the product has been recalled, because a recall remedy is often a free replacement or refund with no receipt needed. Our guide explains how to check for a recall.

Step 6: Report it

If you believe a seller acted dishonestly, you can report it to the FTC at ReportFraud.ftc.gov and to your state attorney general. Reports do not resolve individual cases, but they help regulators see patterns. A factual review on the product page also warns the next buyer; our guide to reading negative reviews shows what makes one useful.

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