Your rights and who oversees them
Citing the right rule and regulator shows the company you know your options.
Statutory consumer rights
Under the FTC Mail, Internet, or Telephone Order Merchandise Rule, sellers must ship within the promised timeframe (or 30 days if unspecified), or offer consumers a prompt full refund. The Fair Credit Billing Act guarantees credit card chargeback rights.
Oversight & regulators
- Federal Trade Commission (FTC)
- State Attorney General
- Better Business Bureau (BBB)
- Credit Card Issuer (Chargeback)
Problems people raise most in e-commerce
If one of these sounds like your situation, this guide applies to you.
- 01Package marked 'Delivered' by carrier but never received (porch theft vs misdelivery)
- 02Counterfeit, refurbished, or completely different item received from marketplace seller
- 03Return item received and inspected by warehouse, but refund is delayed or withheld
- 04Unilateral order cancellation without customer consent or timely refund
- 05Deceptive return shipping fee deductions contrary to advertised 'free return' policy
Gather this before you file
Strong evidence turns an allegation into an actionable claim. Collect these and keep copies.
Tick off what you already have
Nothing is saved or sent. It's just for you.
0 of 5 ready
Never include passwords, PINs, one-time codes or full card numbers in a complaint, and never share them with anyone who contacts you about one.
Escalate in this order
Proceed step by step to build an undeniable record of due diligence.
- 1
Step 1
Open a formal dispute through the platform's resolution center within the return policy window.
- 2
Step 2
Send a structured demand email to the platform's customer operations and legal notice address.
- 3
Step 3
If unresolved after 14 days, initiate a billing dispute / chargeback with your credit card issuer under the Fair Credit Billing Act.
- 4
Step 4
Report the merchant to the FTC at ReportFraud.ftc.gov and file a complaint with the Better Business Bureau.
Copy, personalize and send
Keep it factual and specific. Send it in writing so you have a timestamped record.
E-Commerce letter template
Replace the 13 highlighted [placeholders] with your details
Urgent: Refund Demand for Returned Order #[Order ID] - FTC Compliance
To Customer Support & Marketplace Grievance Team, [E-Commerce Platform / Seller Name] Order ID: [Order ID] Order Date: [Date] Tracking Number: [Carrier Tracking #] I am writing regarding Order #[Order ID]. The item was returned in accordance with your return policy and delivered to your return center on [Date] (Courier Tracking: [Return Tracking #]). Per your published return policy and FTC guidelines, refunds must be processed promptly upon inspection. It has now been [Number] days since delivery without my refund of $[Amount]. I request immediate credit of $[Amount] to my original payment card within 3 business days. If this is not resolved, I will initiate a formal dispute with my credit card company and report this transaction to the FTC. Sincerely, [Your Name] [Your Registered Account Email & Phone]