Guides · Shopping Safely
Refunds, Returns and Chargebacks: Your Options When an Order Goes Wrong
Most online orders go smoothly. When one doesn't, knowing the right order of steps makes it much more likely you'll get your money back.
Step 1: Contact the store in writing
Start with the store itself. Email is best because it creates a record. Include:
- Your order number and the date of purchase
- What went wrong (not delivered, damaged, not as described)
- Photos, if relevant
- What you want: a refund, replacement, or repair
Give the store a reasonable deadline, such as seven days, to respond.
Step 2: Check the store's policy and your local rights
Read the store's returns policy. Depending on where you live, consumer protection laws may give you rights beyond the store's policy, such as a cooling-off period for online purchases in some countries. Your national consumer protection agency's website is the best source for your local rules.
Step 3: Use your payment provider's buyer protection
If the store won't help, turn to the payment method you used:
- Credit and debit cards: ask your card issuer about a chargeback. Card networks have rules that let you dispute charges for goods not received or not as described, within set time limits.
- PayPal: open a dispute in the PayPal Resolution Center, and escalate it to a claim if it isn't resolved.
- Marketplaces: platforms like large online marketplaces usually have their own buyer guarantees.
Time limits matter. Many dispute windows are measured in weeks or months from the purchase or expected delivery date, so don't wait.
Step 4: Escalate if needed
If the payment route fails, you can report the store to your national consumer protection authority, and in cases of clear fraud, to the police or your country's online fraud reporting service.
Prevention tips
- Pay with a credit card or PayPal for better protection.
- Screenshot the product page and checkout before you pay.
- Keep all order confirmation emails until the item arrives and you're happy with it.
The bottom line
Be polite, put everything in writing, and act quickly. Most problems are solved at Step 1, and buyer protection is there when they aren't.