Problems & fixes · Shopping protection
What to do when an online seller does not deliver
Last updated 25 October 2026 · 3 sources listed · Reading time about 3 minutes
Short answer
Check the tracking and promised date, then contact the seller in writing with a deadline. If there is no resolution, use the marketplace claim process and your payment provider's dispute route, observing time limits. Report scams to the consumer or fraud authority. Keep evidence. Rights and remedies vary by country, so consult official consumer guidance.
Who this is for: A shopper whose paid order has not arrived and the seller is silent or evasive, wanting to know steps and routes of recourse. General information, not legal advice.
What to evaluate
Evidence of order and promise
What was ordered, paid and promised sets the basis for any claim.
How to check: Save confirmation emails, receipts, listing screenshots and tracking.
Delivery status
Delays may come from carriers or customs, and some parcels are delivered to neighbours or safe places.
How to check: Check tracking, neighbours and pickup points before escalating.
Seller contact
A written message with the order number and deadline starts a record.
How to check: Use the platform messaging or email, not only phone calls.
Payment dispute route
Card issuers and payment services allow claims for non-delivery within limits.
How to check: Find out the claim deadline and what documents are needed.
Marketplace and authority escalation
Platforms often have protection programmes, and regulators gather complaints and may act on scams.
How to check: Open the case in the platform and consider reporting to the consumer authority.
Your own address and account details
Sometimes the failure lies in a wrong address, a missed delivery card or an account that was changed by someone else.
How to check: Re-read the confirmation for the delivery address, check your account for unexpected changes and review recent messages from the carrier.
Pattern of seller behaviour
Reviews that describe the same non-delivery story, a seller with no history or contact details that no longer work point towards deliberate fraud instead of delay.
How to check: Search the seller's name with words such as complaint, read independent reviews and share findings when you report the case.
Comparison
| Route | Good when | Watch out for |
|---|---|---|
| Direct message to seller | Early stage with a legitimate seller | No response and wasted time |
| Marketplace claim | Purchase through a platform with buyer protection | Strict claim windows and conditions |
| Card or payment provider dispute | Seller is unresponsive or suspected fraud | Deadlines and evidence needs |
| Consumer authority or legal claim | Larger loss or repeated misconduct | Time and cost |
Decision worksheet
Rate up to three options against this guide’s own criteria. It runs in your browser and saves only on this device. It is a thinking aid, not a recommendation.
1. Have you checked each criterion?
0 of 7 criteria checked.
2. Compare options (0 = fails or unknown, 3 = meets it well)
| Criterion | |||
|---|---|---|---|
| Evidence of order and promise | |||
| Delivery status | |||
| Seller contact | |||
| Payment dispute route | |||
| Marketplace and authority escalation | |||
| Your own address and account details | |||
| Pattern of seller behaviour | |||
| Total (max 21) | 0 | 0 | 0 |
Questions to ask before you commit
- What delivery date was promised?
- What does tracking show?
- Is the address correct?
- Is there a stated claim period on the platform?
- How long do I have to dispute with my payment provider?
- Do I have proof of payment and the listing?
- Has the seller replied?
- Is the seller abroad?
Typical trade-offs
Wait for the seller to resolve
- Upside
- May solve genuine delays
- Downside
- Risks missing claim deadlines
Dispute early
- Upside
- Maximises chances of recovery
- Downside
- May sour relations with a legitimate seller
Legal claim
- Upside
- Possible compensation
- Downside
- Time and cost
Common mistakes
- Waiting until after the claim window closes.
- Not saving screenshots of the listing and messages.
- Paying a second time to a seller who offers to send it again.
- Giving personal information to anyone claiming to recover funds.
- Failing to check neighbours and pickup points.
Related questions
How long should I wait before complaining?
Wait until the promised date has clearly passed, allowing for transit and customs where relevant, then write to the seller with a short deadline. Do not wait too long, because platform and payment dispute windows can be short. If the seller is obviously fraudulent, act immediately. Record each step and date.
Can I get my money back from my bank?
Often, if you paid by card or a method that offers dispute rights, and you act within the time limit. Contact the issuer, explain that goods were not delivered and provide evidence. Outcomes depend on rules and proof, and not all payment methods qualify. Bank transfers are harder to reverse, but report quickly to your bank anyway.
What if the seller is overseas?
Cross-border cases are harder, but payment provider disputes and platform programmes may still work. Some regions have consumer cooperation networks and online dispute resolution services. Consider the cost of pursuing a claim relative to the amount. Report the seller to the platform and your local consumer authority so patterns of misconduct can be tracked.
How do I recognise a fake shop?
Warning signs include prices far below competitors, no contact details or company information, freshly registered sites, poor policies, requests for unusual payment methods and copied images. Check the seller's address, reviews on independent sites and the secure connection. Pay with protected methods. Consumer agencies publish guidance on fake shops and provide reporting tools.
Sources and further reading
These pages were reachable when we last checked. They informed definitions and rules referred to above; they do not endorse this guide. Where rules differ by country, check the authority for your location.
- Consumer advice — Federal Trade Commission, retrieved 27 October 2026
- Ask CFPB — Consumer Financial Protection Bureau, retrieved 27 October 2026
- Consumer protection rights — GOV.UK, retrieved 27 October 2026
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