Online order never arrived: what to do?

You placed an order online, but the package never showed up. It is frustrating, but you have options. This guide walks you through the practical steps to resolve the issue and get your money back or receive the item you paid for.

What is happening

When an online order does not arrive, it could be due to several reasons: the package is delayed in transit, it was lost by the carrier, it was delivered to the wrong address, or it was stolen after delivery. Your first task is to gather information and then contact the right parties in the right order.

Step by step: what to do first

1. Check the tracking information. Look up the tracking number provided by the seller. If it shows "delivered," verify with neighbors and your building's mail area. If it shows "in transit," note the expected delivery date. If there is no tracking, contact the seller for an update.
2. Contact the seller or retailer. Reach out through their customer service channel (email, chat, or phone). Provide your order number and a clear description of the problem. Ask for a replacement or refund. Keep a record of all communication.
3. Wait for the seller's response. Give them a reasonable time to investigate, typically 3-5 business days. If they do not respond or refuse to help, move to the next step.
4. Dispute the charge with your payment provider. If you paid by credit card, you may have chargeback rights. Contact your card issuer and explain that the goods were not received. For PayPal, use their resolution center. For debit cards, contact your bank. Act within the time limits set by your provider (often 60-120 days from the transaction date).
5. File a complaint with a consumer protection agency. In the US, you can file a complaint with the FTC or your state attorney general. In the UK, contact Citizens Advice. In the EU, contact your national consumer center. These agencies can help mediate but do not guarantee a refund.

What NOT to do

• Do not wait too long. Many payment providers have strict deadlines for disputes. Act as soon as you suspect a problem.
• Do not close the dispute prematurely. If you open a chargeback, keep it open until the issue is fully resolved.
• Do not rely solely on the seller's promises. If they keep delaying, escalate to your payment provider.
• Do not ignore delivery notifications. If tracking says "delivered" but you did not receive it, report it to the carrier and seller immediately.

When to escalate

If the seller is unresponsive, if the carrier confirms the package is lost, or if you suspect fraud, escalate to your payment provider and consider filing a police report if the value is significant. For high-value items, a police report can support your claim.

How to prevent future issues

• Use trackable shipping methods and require a signature for expensive items.
• Pay with a credit card or a payment service that offers buyer protection.
• Read the seller's shipping and return policies before ordering.
• Keep records of all orders and tracking numbers until delivery is confirmed.

By acting promptly and following these steps, you can resolve most missing-order issues. Start by contacting the seller today, and if that fails, use your payment provider's dispute process.