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Consumer Alert
By
Alvaro Puig
Consumer Education Specialist, FTC
Shopping online is oh-so-convenient. Haven’t we all bought stuff online when we could easily run to the store (figuratively, of course) and be back home in less than 30 minutes? Because reputable online businesses want happy, returning customers, they make returning something almost as simple as buying it. But what if a seller won’t give you a refund even though you qualify for it? Or what if you ordered something and never got it?
A seller’s return policy should tell you if you can return the item for a refund and how to do that. For most payment types, the seller must give you a refund within 7 business days of accepting the return. If you qualify for a return but the seller won’t give you your money back, you have some options:
- Write a complaint letter: we have advice to help you do that and a sample letter
- Consider getting help from a consumer organization like Call for Action, Consumer Action, or the Better Business Bureau
- Share your experience on social media: companies monitor social media and may reply if they see you’re dissatisfied with their response to your complaint
If you bought something online and never got it, notify the seller as soon as possible. If the seller hasn’t shipped the item within the timeframe they promised when you bought it, you can cancel the order.
If you never got your order and the charge appears on your credit card statement, you can dispute it as a billing error. File a dispute online or by phone with your credit card company. To protect any rights you may have, also send a letter to the address listed for billing disputes or errors. Use our sample letter. You must dispute the error within 60 days of the date your first statement with the error on it was sent to you.
If you paid by debit card, the consumer protections are different than they are for credit cards. You may not be able to get a refund for non-delivery. Contact your debit card company (often your bank) and ask if they have any voluntary protections. Read more about disputing charges.
A federal law applies to most things you order by phone, mail, or online. It establishes guidelines for when online sellers must ship your item, what they should do about delays, and when they must give you a refund.
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Don't use your…
November 08, 2021
I filed a complaint with Experian fraud department on 9-24-2021, about a survey for USPS to get an I PAD and pay $1.99 for shipping and I was charged $39.97 from GETJUBBEILSTRONG. COM no clue what that is When I called " said can not return my money and was also charged $119.98 from GETSLAUSYDERM. COM and when I called them "said could only return 35% of my money and yet I have gotten nothing back from either. I never agreed to these and have no clue where they came from. I now believe they were hidden somewhere in the survey as a trap. I will probably never that money, I just want let people know surveys are not safe.
Eastcoastrunning
November 04, 2021
What can you do when you are notified that something was delivered, but it was delivered to the wrong address? I have had this happen with both UPS, Amazon Flex, and USPS. In all cases, the seller would not provide a refund since they shipped and got notice that packages were delivered. In one case, the neighbor who received the wrong package eventually (three weeks later, package opened) at my house. For the Flex delivery which leaves a picture of the package on the porch, I was able to identify the porch as my neighbors and went over there and picked it up. The other package never showed up and I was never able to get my money back. Contacting shippers for assistance with misdelivered packages is not helpful. The shippers are defensive, won't admit that something was dropped at the wrong address, and won't provide a reimbursem*nt without the original shipping paperwork (which as the receiver, I didn't have).
Caroline
November 04, 2021
I would file the complaint online so that you have a "paper" trail in case the company can't find a log showing you called. I always blind copy myself on all important emails that I send.
Libre
November 05, 2021
What shipper (China) claims they left it on doorstep and it’s not there? What is someone stole it? Are there repercussions??
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As an expert in consumer rights, online transactions, and the regulations surrounding them, I'll break down the concepts and terms used in the provided article, which seems to be a blog post from the Federal Trade Commission (FTC) in the United States, discussing consumer alerts and guidance related to online shopping issues.
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Consumer Alerts and Education: The article discusses the importance of understanding a seller's return policy when shopping online. It highlights scenarios where consumers might face challenges in getting refunds or receiving ordered items.
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Return Policies: The piece emphasizes that a seller's return policy should detail the process for returning items and getting refunds. It suggests actions to take if a seller refuses to provide a refund despite meeting the qualifications for one.
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Non-Delivery and Disputes: It addresses situations where consumers don't receive their ordered items and how to handle it. It advises consumers to notify sellers promptly if an item hasn't been shipped within the promised timeframe. Moreover, it outlines steps to dispute charges on credit card statements in cases of non-delivery.
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Payment Methods and Protections: Differentiates between protections for credit card and debit card purchases. It notes that credit cards might offer more extensive consumer protections, including the ability to dispute charges for undelivered items, whereas debit cards might have more limited protections.
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Legal Framework: Refers to federal laws governing online, phone, and mail orders, setting guidelines for shipping, addressing delays, and ensuring refunds.
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Consumer Rights Organizations: Advises seeking help from consumer organizations like Call for Action, Consumer Action, or the Better Business Bureau if facing issues with online purchases.
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Social Media and Complaints: Suggests utilizing social media platforms to share experiences with companies, as they often monitor these platforms and may respond to complaints.
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Handling Misdelivered Packages: Addresses challenges when packages are delivered to the wrong address and the difficulties in obtaining refunds from sellers or assistance from shipping companies like UPS, Amazon Flex, or USPS.
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Documentation and Communication: Emphasizes the importance of maintaining a paper trail by filing complaints online, blind-copying important emails, and keeping records of communications with sellers or shipping companies for potential disputes.
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Scam Awareness: Offers cautionary tales from individuals who fell victim to survey scams, warning others about potential traps within surveys promising expensive items for minimal fees.
These concepts revolve around consumer protection, dispute resolution, legal rights, and strategies for addressing issues encountered during online shopping experiences. They highlight the importance of understanding policies, documenting interactions, and seeking assistance from relevant authorities or organizations in cases of disputes or non-delivery.
