What should you do if you were charged for a new phone but it has not arrived?
Answer
Find the order confirmation email or carrier/store order number, check shipment tracking, and confirm whether the charge is pending or posted. Contact the seller’s order support with the order number before disputing the charge.
Before you start: stop right away if…
- Be careful of phishing texts that claim your phone shipment needs a fee to release.
Follow these steps
Locate the order record
Search email, SMS, carrier apps, and Apple/store accounts for the order number and shipping address used.
You should see: You find an order number or confirm it is missing.
Check tracking and charge status
Open any tracking link and check whether the bank amount is pending or posted. Pending charges can drop if the order fails.
You should see: You know shipment status and whether funds actually captured.
Contact seller order support
Use the official store or carrier order support with the order number, IMEI reservation if any, and charge date. Ask for reshipment or cancellation.
You should see: Support provides tracking, a replacement, or a refund timeline.
Escalate or dispute if needed
If the delivery window passed with no resolution, escalate inside the seller, then dispute with the card issuer using the order details.
You should see: A refund or formal dispute is opened.
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Extra tips
What to look for: A phone purchase charge appears, but you have no device and may not find the order email.
Before you change anything: Search email and spam for order confirmations. Note whether the bank charge is pending or posted. Have the last four card digits ready for support.