ONLINE ORDER NOT DELIVERED
Online order not delivered but charged? How to request a refund
A tracking page marked ‘delivered’ does not by itself settle the dispute, and a seller cannot always send you away to deal only with its courier. The strongest request identifies what was promised, what actually happened, which party took payment and the exact remedy now required.
Updated 6 September 2026
The short answer
Write to the seller first. State the order, promised delivery date, amount paid and missing item. Ask for proof of delivery or a replacement by a reasonable final deadline; if the applicable rules allow termination, request the exact refund to the original payment method. Keep the payment-provider route separate and act before its dispute deadline expires.
First classify the non-delivery
Never dispatched
The seller has not produced a carrier acceptance scan or shipment confirmation. Preserve the original delivery promise.
Delayed in transit
Tracking shows movement but the promised date has passed. Ask the seller for a new binding date, not an indefinite estimate.
Marked delivered but missing
Record the tracking event, address, safe-place instructions, building access and any photo. Ask the seller for the carrier’s delivery evidence.
Wrong address or buyer error
Check the order confirmation. Rights can change if you supplied an incorrect address or independently chose a carrier not offered by the seller.
Delivery rules differ by market
Use the rules connected to the seller, buyer and transaction; do not assume one deadline applies worldwide.
European Union
Unless another date was agreed, goods should normally be delivered within 30 days. After a missed deadline, the consumer usually gives an additional reasonable period before ending the contract. The seller remains responsible for delivery and must resolve the issue with its carrier.
United States
The FTC Mail, Internet, or Telephone Order Merchandise Rule requires a reasonable basis for the stated shipping time, or shipment within 30 days if none was stated. If the seller cannot ship on time, it must obtain consent to the delay or refund the unshipped order.
United Kingdom
Consumer rights depend on the contract and applicable delivery rules. Preserve the promised date and contact the seller; official UK guidance routes individual refund and goods complaints to the relevant consumer-advice service.
Australia
If a business cannot supply a paid product on time or within a reasonable time, it must provide a solution, which may include replacement or refund. The ACCC accepts reports but does not resolve individual disputes.
Cross-border marketplace
Identify whether your contract is with the marketplace or an independent seller, which country applies and who processed payment. Platform buyer protection can have shorter deadlines than legal remedies.
Evidence to collect
- Order confirmation and product page
- Seller and marketplace legal names
- Promised delivery date
- Delivery address supplied
- Invoice and payment record
- Full tracking history
- Delivery photo or signature, if shown
- Messages with seller and carrier
- Replacement or refund promises
- Platform and card dispute deadlines
A practical recovery sequence
1. Capture
Save the product page, delivery promise, tracking and payment before listings or status pages change.
2. Ask the seller
Request proof of delivery or a concrete replacement date. Do not accept being redirected indefinitely between seller, platform and courier.
3. Set the remedy
After the required additional period, or where immediate termination is available, request the exact refund and identify the payment method.
4. Use platform protection
Open the marketplace case before its deadline and upload the same concise timeline and evidence.
5. Protect payment deadlines
If unresolved, ask the card issuer or payment provider about the available dispute route. Filing a payment dispute is not an automatic judgment and rules vary.
Review the Unexpected Charge service →
Missing online order FAQ
Is the courier responsible for refunding me?
Usually your payment and sales contract are with the seller or marketplace. In the EU, official guidance says the seller is responsible for delivery and must deal with its delivery service.
Do I have to wait 30 days?
Not always. An agreed earlier date can control, and EU rules can permit immediate termination when the date was essential or the seller refuses to deliver. Other markets differ.
What if tracking says delivered?
Ask for the precise location, time, photo, signature and delivery coordinates where available. Check neighbours or a designated safe place, but preserve evidence that you did not receive it.
Can I use a chargeback?
Possibly, depending on payment method, issuer, country, evidence and deadline. Contact the provider promptly; chargeback is separate from the seller complaint.
Does VEYDOIT contact the seller or bank?
No. VEYDOIT structures your facts, evidence and request. The seller, platform, payment provider, authority or court decides the outcome.
Official sources
General information, not legal or financial advice. Rights and payment remedies depend on the seller, marketplace, countries, contract, delivery facts, payment method and rules in force.