Independent consumer help · not affiliated with any company

Online order not received, wrong, or return not refunded?

Free, plain-English steps to ask a seller for your money back, use a marketplace dispute process, and know your card dispute rights. Optional help from an independent advocate who handles the calls and paperwork for you.

Or follow the free steps below ↓

Free steps

1. Gather evidence first. Save the order confirmation, receipt, tracking page, delivery photo (if any), return label and drop-off receipt. For a wrong or damaged item, take clear photos of the item, packaging and shipping label before you throw anything away.
2. Contact the seller in writing. Use the seller's own messages, email or help form. State the order number, what went wrong, what you want (refund, replacement or return label) and a deadline, for example 7 days. Keep a copy.
3. If you bought on a marketplace, use its buyer protection or dispute process. Most marketplaces and payment apps offer a guarantee or claim process for items not received, not as described, or returns not refunded. These usually have time limits, so check the policy and open a claim before the deadline.
4. Ask your card issuer about a dispute (chargeback). Under the federal Fair Credit Billing Act, you can dispute a credit card charge for goods not delivered as agreed. Write to the issuer's billing-error address so it arrives within 60 days after the first statement showing the charge. Many issuers also accept disputes online. Debit card and payment-app rules differ, so act quickly and ask your bank.
5. Know the FTC Mail, Internet or Telephone Order Rule. Sellers must ship within the time they stated (or within 30 days if they gave no time). If they can't, they must tell you and offer the choice to cancel for a prompt refund. If you cancel, a credit card refund is due within one billing cycle, and other payment methods within 7 working days.
6. Escalate if needed. Report the problem to the FTC at reportfraud.ftc.gov, your state attorney general, or the BBB.

Free request you can copy

Order number [ORDER #], placed on [DATE] for [AMOUNT]. [The item was not delivered / I received the wrong or a damaged item / I returned the item on DATE, tracking TRACKING #, and have not been refunded]. Evidence is attached. Please refund [AMOUNT] to my original payment method and confirm in writing within 7 days. If this is not resolved, I will dispute the charge with my card issuer.

Replace the highlighted fill-in fields with your details. Send it yourself from your own account or email.

What an independent advocate does (and doesn't)

• Does: reviews your situation, writes a tailored letter, tells you exactly what to send and say, and plans next steps if the company stalls.
• Doesn't: pretend to be the company, log in to your accounts, ask for passwords or card numbers, give legal advice or guarantee a refund.

Pricing

• The fee is agreed with you before any work starts. No surprise charges.
• Calling us to ask questions is free. You only pay if you choose paid help.
• We never ask for passwords, one-time codes, PINs or full card numbers.
• We do not guarantee a refund. The fee pays for help and letters, not an outcome.
• Phone help is provided by Webdecorum, an independent non-lawyer consumer-help agency. It is not legal advice.

Request a callback

Your name Phone (US) Email (optional) Which company is it about? What happened? (one or two lines) Best time to call (ET)Morning (9–12)Afternoon (12–3)Late afternoon (3–6)

Do not include passwords, one-time codes, PINs, card numbers or account logins. We will never ask for them.

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FAQ

Are you the company I'm trying to cancel?

No. AskRefund is an independent service run by Webdecorum. We are not affiliated with any company. For official support, use the company's own website or app.

Do I need to give you my password?

Never. We never ask for passwords, one-time codes, PINs or full card numbers.

Is this legal advice?

No. We are not a law firm. For legal advice, consult a licensed attorney.

What does it cost?

Guides and letters are free. Optional phone help is $49 (standard) or $99 (complex), agreed before any work starts.

Can I do it myself for free?

Yes. Everything on this page is free to use, and official free routes include the FTC, the CFPB (financial products) and your state attorney general.