What should I do if I paid for a service or item I never received?
Answer
Contact the seller for a refund first, then dispute the charge with your card issuer as item not received if the merchant does not resolve it.
Before you start: stop right away if…
- Do not pay extra 'release' or customs fees demanded by unexpected messages.
Follow these steps
Collect proof of payment
Save the receipt, bank statement line, order number, and any chat or email with the seller.
You should see: You have a clear paper trail of the unpaid delivery.
Request a refund from the seller
Contact the merchant through their official support channel, state that the order was not received, and request a full refund by a specific date.
You should see: The seller refunds you or fails to resolve the issue in writing.
Dispute the charge with your card issuer
If the seller does not help, open a dispute for item or services not received and upload your proof.
You should see: The bank opens a claim and may issue provisional credit.
Block further charges from the merchant
Ask the issuer to block future charges from that merchant if it looks like a recurring or fraudulent seller.
You should see: Further drafts from that merchant are blocked when possible.
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Extra tips
What to look for: Payment receipt, merchant name on the statement, order number, and any tracking that never progressed
Before you change anything: Gather the receipt, amount, date, and merchant name. Message the seller once through official channels and keep a copy. Do not send more money to 'release' the order. Never share banking passwords with refund helpers.