Online Shopping / Refunds

What is an online shopping dispute?

An online shopping dispute arises when a product is not as described, not delivered, damaged, or when a seller refuses a legitimate refund. US consumers have strong legal protections under the FTC Mail Order Rule, state consumer protection laws, and credit card chargeback rights.

Common online shopping disputes

• Item not received — package lost, stolen, or never shipped
• Item not as described — significant differences from listing
• Damaged goods — item arrived broken or defective
• Refused refund — seller ignoring legitimate return requests
• Counterfeit products — fake or replica items sold as genuine
• Unauthorized charges — card charged without authorization

Your consumer rights

Under the FTC Mail Order Rule, sellers must ship within the promised timeframe or offer a full refund. Credit card chargebacks under the Fair Credit Billing Act give you the right to dispute charges within 60 days of the statement date.

Steps to resolve an online shopping dispute

1. Contact the seller directly and document all communications
2. Open a dispute through the marketplace (Amazon A-to-z, eBay Money Back)
3. File a chargeback with your credit card company if the seller is unresponsive
4. Report to the FTC at reportfraud.ftc.gov
5. File with your state Attorney General’s consumer protection office