Online Purchase Scams: What to Do When Your Order Never Arrives

Online shopping is convenient but also vulnerable to fraud. Scammers set up fake websites offering unbelievably low prices, collect payment, and never deliver. If you’ve ordered something online and it never arrived, you have legal rights and multiple ways to recover your money.

How Online Purchase Scams Work

The typical scam:

1. Fake website — A fraudulent site mimics a legitimate retailer (Amazon, Best Buy, etc.) or sells products at unrealistic prices
2. Attractive offer — Prices are too good to be true (“Brand new iPhone for $99!” “Free shipping!”)
3. Payment collected — You enter payment information and complete the order
4. Order confirmation — A fake confirmation email is sent (if anything)
5. No delivery — Package never arrives; tracking shows nothing
6. Seller disappears — Contact info is dead; website disappears days later

Red Flags: Signs of an Online Scam

Be cautious of websites that:

• Have typos or poor grammar — Professional retailers proofread
• Use unusual domain names — “amaznn.com” instead of “amazon.com”
• Show extremely low prices — 70%+ discounts compared to competitors
• Don’t have secure checkout — No “HTTPS” or lock icon in address bar
• Offer no customer service contact — No phone number, email, or physical address
• Ask for unusual payment methods — Wire transfer, cryptocurrency, gift cards (instead of credit cards)
• Have no return/refund policy — Or hide it in fine print
• Have zero reviews — No ratings or reviews on trusted platforms
• Don’t accept major credit cards — Only accept untraceable payment methods
• Pressure you to buy now — Create artificial urgency (“Limited stock,” “Price expires today”)

Your Rights: FTC Mail Order Rule

The FTC Mail Order Rule (16 CFR Part 435) requires sellers to:

1. Ship on time — Deliver within the timeframe promised:

   • If no timeframe specified, within 30 days of order
   • If delay occurs, seller must notify you and offer cancellation

2. Notify of delays — If they can’t ship on time, the seller must:

   • Notify you in writing
   • Give you the option to cancel
   • Provide a revised shipping date

3. Get permission for further delays — If another delay occurs, they must get your permission to wait longer

4. Refund for cancellations — If you cancel, you must get a full refund promptly

5. Accept return of merchandise — You can return items for refund if they don’t arrive

Your Rights: Fair Credit Billing Act (FCBA)

Under the FCBA, you have powerful dispute rights:

1. 60-day dispute window — You have 60 days from when a bill was issued to dispute it
2. Right to withhold payment — During a dispute, you don’t have to pay that amount
3. Liability limits — Your liability for fraudulent charges is capped at $50
4. Correct billing obligation — Creditors must correct billing errors within 2 billing cycles

If you paid by credit card and the seller commits fraud, you have maximum protection.

How to Respond If Your Order Doesn’t Arrive

Step 1: Check Tracking and Contact the Seller

1. Wait for the promised delivery date — If tracking shows it hasn’t shipped, wait until the deadline passes

2. Check tracking regularly — Track the package (if tracking was provided)

3. Contact the seller — Email or call asking about the order:

   • Include your order number
   • Ask for a status update
   • Request a refund if the deadline has passed

4. Document the response — Save all emails and notes about calls

Step 2: Request a Refund Directly

If the seller doesn’t respond or refuses:

1. Send a formal refund request — Email clearly stating:

   • You ordered [item] on [date]
   • You paid $[amount]
   • You request a full refund within 7 days
   • You’re disputing the charge if refund isn’t processed

2. Wait up to 7 days — Give them a reasonable time to respond

3. Keep records — Save your email and any response

Step 3: File a Chargeback

If the seller still won’t refund you:

1. Contact your credit card issuer — Call the number on your card

2. Request a chargeback — Explain:

   • The product never arrived
   • You requested a refund and the seller refused
   • The seller violates the FTC Mail Order Rule
   • You’re entitled to a refund under the FCBA

3. Provide evidence:

   • Screenshot of the order
   • Proof of payment (credit card statement)
   • Proof of non-delivery (tracking showing no delivery, or no tracking provided)
   • Screenshots of your communication with the seller
   • Screenshot showing the order/delivery deadline passed

4. Explain the violation:

   • “The seller did not deliver within 30 days of the order date (FTC Mail Order Rule violation)”
   • “The seller refused to refund a non-delivered order”
   • “The charge is unauthorized because goods were never received”

5. Wait for investigation — Your card issuer has 60-90 days to investigate

6. Receive decision — If you win, the charge is reversed and credited back

For PayPal, Stripe, Square, or Other Platforms

If you paid through a platform:

1. Use the platform’s dispute system — Most have buyer protection:

   • PayPal: “Resolution Center” — disputes and claims
   • Amazon: A-to-Z Guarantee
   • eBay: Resolution Center
   • Apple Pay/Google Pay: Contact card issuer

2. File a dispute — Explain:

   • Item not received
   • Seller unresponsive
   • Requesting full refund

3. Provide evidence — Screenshots and documentation

4. Platform makes decision — Usually within 2-4 weeks

For Bank Transfers or Wire Transfers

Wire transfers are harder to recover because:

• Most banks cannot reverse them once sent
• Wires go directly to the recipient’s bank
• Fraudsters use wire transfers specifically because they’re irreversible

If you’ve been defrauded by wire transfer:

1. Contact your bank immediately — Report it as fraud
2. File a police report — Get the case number
3. Report to FBI — If the amount is large, report to FBI IC3 (IC3.gov)
4. Contact FTC — Report at ReportFraud.ftc.gov
5. Consult an attorney — Your recovery options are limited

Prevention: Never wire money for online purchases unless you absolutely trust the seller.

If You Paid by Cryptocurrency, Gift Card, or Untraceable Method

Unfortunately, if you paid via these methods:

• Recovery is nearly impossible — These payments are irreversible
• No buyer protection — Credit cards don’t cover these methods
• Consider it a loss — These are the preferred payment methods of scammers for a reason

Prevention: Only use payment methods with buyer protection (credit cards, PayPal, etc.) for online purchases from unfamiliar sellers.

Common Online Purchase Scams

Common fraudulent scenarios:

1. Counterfeit products — Item arrives but is counterfeit/inferior quality
2. Non-delivery — You’re charged but item never arrives
3. Partial delivery — You receive only part of the order
4. Wrong item — You receive something completely different
5. Significantly not as described — Item condition or specifications don’t match listing
6. Account takeover — Scammers compromise legitimate seller accounts and list fake items

Protecting Yourself: Best Practices

When shopping online:

1. Use credit cards — Never debit cards; credit cards have better fraud protection
2. Shop established retailers — Amazon, Best Buy, Walmart, Target, etc.
3. Verify website security — Look for “HTTPS” and a lock icon
4. Check reviews — Read independent reviews (Trustpilot, ReportFraud, etc.)
5. Verify the domain — Type the URL directly; don’t click email links
6. Avoid suspiciously low prices — If it seems too good to be true, it is
7. Use strong passwords — Especially for payment account sites
8. Enable 2FA — Two-factor authentication on payment accounts
9. Check your statements — Review credit card bills monthly for unauthorized charges
10. Use privacy tools — Consider virtual card numbers or payment privacy services

Sample Refund Request Email

Subject: Refund Request – Order [Order #]

Dear [Seller Name],

I placed an order on [date] for [item]. Order number: [#]. I paid $[amount] via [payment method].

The item was promised to arrive by [date]. As of today [current date], the package has not arrived.

Under the FTC Mail Order Rule, I am entitled to a refund since the item was not delivered within the promised timeframe.

Please process a full refund to my [payment method] within 7 days.

Order details:

• Order number: [#]
• Order date: [date]
• Item: [description]
• Amount: $[amount]
• Tracking: [if provided]

If I do not receive a refund within 7 days, I will dispute this charge with my credit card company.

Thank you, [Your Name] [Contact Information]

Resources

• FTC Mail Order Rule: ftc.gov/faq/consumer/what-ftc-mail-or-telephone-order-rule
• Report fraud: ReportFraud.ftc.gov
• FBI Internet Crime Complaint Center (IC3): ic3.gov
• Credit card chargeback: Contact your card issuer

Related Guides

• Consumer Rights Guide: The Complete Protection Guide — the hub for all consumer protection topics
• Credit Card Chargeback Rights: How to Dispute a Charge and Win
• How to Spot a Fake Debt Collector Scam
• How to File a Complaint with the FTC

Disclaimer: This article is for informational purposes only and does not constitute legal advice. Always verify current rules or consult a licensed attorney for advice specific to your situation. Last reviewed: March 2026.