What if you don't get what you ordered and what if it never arrives?

Don't get what you ordered

If the item you received is not the item listed as purchased, the seller is responsible for either correcting the error (at no extra charge) or refunding your money, but online retailers may have different approaches. There may be information about resolving this type of dispute in the "disclaimers" or "legal terms" portion of the customer contract, or you can usually call or email the company for details.

Most online vendors understand that customer service can make or break their business and will try to fix the problem quickly. Some will reimburse you for the cost of return shipping if it is the company's fault; but you may still have to pay for shipping upfront, since they must confirm the error first. However, with online auction sites, the process is less clear because these sites typically only serve to connect buyers and sellers. Sometimes auction sites create an online process for resolving disputes over delivery of goods and may serve as an intermediary in the process.

However, when you buy something online from an individual vendor, perhaps through Craigslist or a similar service, it could prove very difficult to resolve such an issue if the seller is acting in bad faith or otherwise not responsive.

Order never arrives?

Federal law (the Mail or Telephone Order Merchandise Rule) requires retailers that process orders by mail, telephone, or the Internet to deliver items within 30 days. If you have not received your order within that time frame, you have the right to a full refund of the purchase price. Likewise, retailers are required by law to explain your right to a full refund for undelivered goods.

Likewise, the Fair Credit Billing Act protects you from being billed for items that are not delivered, but nevertheless charged to your credit card. If the online vendor is unwilling or unable to help you, or denies your claim that the item was never delivered, you may write to your credit card issuer's billing inquiries department about the problem. Make sure you send it within 60 days after the bill with the errant charge (specifically, the charge for an item not received) was sent. See the Federal Trade Commission's (FTC's) Billed for Merchandise You Never Received? Here's What to Do for a step-by-step guide on resolving this common problem with online shopping.

If an item purchased through an auction site does not arrive, auction sites typically suggest first contacting the seller, who can provide shipping and tracking information; give you a full refund; or offer to send a replacement.

Sometimes items are shipped but delivered to the wrong address; stolen from the porch; or inadvertently left in a hidden spot (such as an alleyway or by a seldom-used side door). Again, this often comes down to customer service, and major online retailers may be willing to give you the benefit of the doubt in such a situation.