How to Dispute When You Never Received Your Order

Ordering something and never receiving it is one of the most common reasons for chargebacks. Here's how to handle this situation effectively.

When This Applies

Use this dispute type when:

• Your order never arrived
• Tracking shows delivered but you didn't receive it
• The merchant never shipped your order
• A service was paid for but never performed

Evidence You'll Need

For Physical Products

1. Order confirmation - Email or screenshot showing your purchase
2. Tracking information - If available, showing no delivery or stuck in transit
3. Communication with merchant - Emails requesting status or refund
4. Delivery address verification - Proof you provided the correct address

For Services

1. Service agreement - What was supposed to be provided
2. Scheduled date - When the service was supposed to occur
3. No-show documentation - Evidence the service wasn't performed

The Process

1. Wait an Appropriate Time

Before disputing:

• Check if delivery is just delayed
• Review the merchant's stated delivery timeframe
• Allow for reasonable shipping delays

2. Contact the Merchant

• Request tracking information
• Ask for a replacement or refund
• Document all communication attempts

3. File the Dispute

Include:

• Order date and amount
• Expected delivery date
• Current status (never shipped, lost, etc.)
• Your attempts to resolve with the merchant

Special Situations

Tracking Shows Delivered

If tracking says delivered but you didn't receive it:

• Check with neighbors or building management
• Look for safe drop locations
• Request proof of delivery from the carrier
• File a claim with the shipping carrier
• In your dispute, explain you searched and didn't find it

International Orders

International shipments may:

• Take longer than expected
• Get held at customs
• Have limited tracking visibility

Wait longer before disputing, but don't exceed the time limit.

What Your Bank Needs to Know

1. What you ordered and when
2. What delivery was promised
3. That you never received the item/service
4. That the merchant won't resolve the issue

Time Limits

• Credit cards: 60 days from statement date
• Debit cards: 60 days, preferably within 2 business days for maximum protection

Expected Timeline

1. Provisional credit: 10-14 days
2. Merchant response period: 30-45 days
3. Final decision: 45-90 days total

Tips for Success

• Document everything from the moment you order
• Save order confirmations and tracking emails
• Take screenshots of delivery estimates
• Follow up with merchants in writing, not just phone calls
• Be specific about what you ordered and expected delivery dates

Prevention Tips

• Use credit cards for online purchases when possible
• Shop with reputable merchants
• Be cautious of deals that seem too good to be true
• Require signature confirmation for valuable items