How to Resolve Order Issues: What to Do If You Paid for Goods but Never Received Them

Nothing is more frustrating than checking your tracking info and finding nothing. If you’ve paid for an item but it hasn’t been delivered, it can feel like you're chasing a ghost. But don’t worry: You have legal protections and practical steps you can take to fix it.

This article offers valuable consumer insights on what to do if you pay for goods but never receive them, and reveals online shopping practices that can help to avoid order issues in the future.

Key Insights

• According to the recent data, 53% of U.S. online orders encounter delivery problems.
• The two main consumer laws that protect you against order problems are the Mail, Internet, or Telephone Order Merchandise Rule and the Fair Credit Billing Act (FCBA).
• If you want to receive an item that wasn't delivered, contact the retailer or shipping company to check the status of your shipment, explore local pickup options, and contact customer support for help.

Why Would an Order Not Be Delivered?

If your package is delayed, lost, or marked as delivered but never arrives, understanding the reasons behind the issue can help you take the right steps. These are some of the most common causes of undelivered online orders:

• Inaccurate inventory management: An item can be listed as available when it’s actually out of stock.
• Packaging and fulfillment errors resulting in lost packages: Due to mistakes during the packing process, a parcel may be mislabeled or misplaced.
• Tracking glitches or missed scans leading to lost packages: Issues with tracking systems can make a package appear as lost when it’s in transit.
• Incorrect address: Your package may be undeliverable because of an incorrect or incomplete address. 
• Unexpected route obstacles: Due to road closures or transportation issues, there can be a disruption in the delivery route.
• Loss or damage in transit: A package may get lost or damaged during the transportation process, hence, it will be rendered as undeliverable.
• Porch theft, hence missing order: Packages that are left on porches unattended are susceptible to theft.
• Poor weather conditions that cause shipping issues: Severe weather conditions may cause delays in delivery schedules.
• High order volume: During peak seasons and sales events, high order volumes may lead to delays.
• Failed delivery attempt: If you are not available to receive a package, the delivery attempt may be marked as failed.

Sometimes, when customers reach out to sellers for missing orders, they do not always get a clear explanation, and even give up on getting a refund if they request it, as evidenced in Mercari review #5758725:

I contacted useless mercari help and they stated if it doesn't update by 3-26-2024 they would refund me, but didn't…

Customers must also beware of the latest scams whereby you pay for goods but never receive them.

Your Rights When an Order Is Not Delivered

When you encounter delivery issues, you should know that you are not entirely at the mercy of sellers. There are federal and state laws to protect you. Below is an overview of your consumer rights regarding non-delivered items according to the Federal Trade Commission (FTC).

1. Mail, Internet, or Telephone Order Merchandise Rule

This rule, enforced by the Federal Trade Commission (FTC), applies to all merchandise ordered by mail, phone, or online. It outlines how and when a seller must ship your order:

• Shipping timeline: The seller must ship your item within the time frame promised. If no time is specified, the item must be shipped within 30 days of purchase.
• Delay notification: If there’s a delay, the seller must notify you, explain the reason, and provide a new estimated delivery date.
• Your options: You must be given the opportunity to either accept the delay or cancel the order for a full refund.
• Refund timing: If you cancel, the seller must issue the refund within seven business days.

Source: FTC

2. Fair Credit Billing Act (FCBA)

The FCBA protects credit card users from being charged for items they never received. Here's how it works:

• Billing error: Undelivered items are treated as billing errors under this law.
• Dispute process: If the seller refuses a refund, you may submit a dispute letter to your credit card issuer within 60 days of the statement date to reverse the charge.
• Credit card only: This protection applies only to purchases made with a credit card, not debit cards. However, some banks offer similar protections for debit transactions. Check with your provider.

You have the right to be heard. Therefore, you may write reviews and become a member of consumer communities like the PissedConsumer Club. In addition, you may file a complaint with the FTC.

Actions to Take When an Order Is Delayed But Desired

However, not all consumers want to receive refunds. Some of them would prefer to get what they ordered, as mentioned in review #5440405:

Company fixed the issue and I have been provided with full refund… Although I would have preferred them just to deliver the item as now I have t pay more to buy it again.

If that’s your case, follow these steps:

1. Contact the retailer or shipping company to inquire about the status of your delivery.
2. Request expedited shipping or alternative delivery arrangements in case the delivery can be sped up, or there are other available delivery options.
3. Confirm and update the delivery address if necessary. Check if all the provided mailing details are correct.
4. Track the package using the provided tracking information to monitor the progress of your shipment.
5. Explore in-store pickup or local delivery options. Maybe you can pick up your order at a nearby store.
6. Consider upgrading the shipping method for faster delivery. Consider paying extra for quicker shipping options.
7. Contact customer support for further assistance.

Steps for Requesting a Refund for Undelivered Orders

At the same time, if you do prefer to get a refund for the items not received, here are the steps to take:

1. Contact the retailer or seller to request a refund.
2. Provide details of the undelivered order, including the order number and tracking information, to speed up the refund process.
3. Follow any specific refund procedures outlined by the retailer. Be cooperative to receive your refund quicker.
4. Keep records of all communication regarding the refund request. Save all the emails and messages shared in the refund process.
5. Be prepared to provide evidence of non-delivery if required.
6. Allow a reasonable time frame for the refund to be processed.
7. Follow up with the retailer if the refund is not received within the specified time frame.

Despite following the above steps, customer reviews on Pissedconsumer.com indicate that some customers still have difficulty getting a refund, as mentioned in review #5394028, where a customer shares their experience with ordering from Alibaba.

“…They keep insisting I got my order and won't refund my money (about $175.00).”

Have You Encountered Order Problems?

Was your package not delivered? Or did you have a smooth experience with no shipping issues? Share your story - either positive or negative - with other consumers. You may write a review on PissedConsumer.com.