You ordered something, your card was charged, and the package never showed up. Tracking stopped updating weeks ago. The seller isn't responding. Now what?
File a credit card chargeback. Done correctly, you'll get your money back the vast majority of the time.
What Is a Chargeback?
A chargeback is a forced reversal of a credit card transaction. You contact your card issuer, explain that the goods were never delivered, and they open a dispute with the merchant's bank. The burden of proof shifts to the seller to demonstrate they fulfilled the order.
This process is backed by federal law in the US (the Fair Credit Billing Act) and by Visa/Mastercard/Amex network rules globally. It works on almost any credit card, anywhere.
When Can You Dispute a Charge for Non-Delivery?
You can file for non-delivery when:
- The item was never delivered by the expected delivery date
- Tracking shows the package as lost, returned to sender, or stuck indefinitely
- The seller hasn't issued a refund after a reasonable amount of time
- The seller is unresponsive or outright refusing to refund
The relevant chargeback reason code is "Item Not Received" (INR) — recognized by Visa, Mastercard, and Amex.
Step 1: Check the Tracking First
Before calling your bank, check your tracking number carefully. Sometimes:
- The package was delivered to a neighbor or a different mailbox
- The carrier marked it "delivered" but it's still in a facility
- There's a customs delay (especially common for international orders)
- The delivery address had a small error
Check the carrier's website directly using the carrier tracking number. If tracking clearly shows "lost," "returned to sender," or has had no updates for more than two weeks, you're ready to move forward.
Step 2: Contact the Seller First
Most card issuers require you to attempt resolution with the seller before filing a chargeback. Contact them and:
- Reference your order number and tracking number
- State the last known tracking status
- Request a replacement or refund with a specific deadline (7–14 days is reasonable)
Document everything. Screenshot your messages, save email threads. These go to your bank.
If the seller doesn't respond or refuses within your stated deadline, stop waiting and move on.
Step 3: File the Dispute with Your Card Issuer
Call the number on the back of your card or log into your card portal. Most major issuers allow online dispute filing now.
What to select:
- Dispute reason: "Item not received" or "Services/merchandise not received"
- Transaction date and amount
- Merchant name
What you'll need:
- Order confirmation (email with order number, date, amount)
- Tracking screenshots showing last known status
- Evidence that you attempted to contact the seller
- The merchant's stated delivery window (from their website or confirmation email)
Step 4: Wait for the Provisional Credit
Once you file, your card issuer typically issues a provisional credit within 5–7 business days. The disputed amount is temporarily returned to your account while the investigation runs.
Most non-delivery disputes close within 30–45 days. Cases where the seller doesn't respond and tracking clearly shows lost tend to resolve faster.
How Long Do You Have to File?
| Network | Dispute Window |
|---|---|
| Visa | 120 days from expected delivery date |
| Mastercard | 120 days from transaction date |
| American Express | 120 days (often more flexible in practice) |
| Discover | 120 days |
The clock starts from the expected delivery date, not the order date. For international packages with long shipping windows, that distinction matters. Don't let the window close — once it does, you lose the right to dispute.
Will the Seller Push Back?
Merchants can contest your chargeback by providing delivery evidence, typically a signed delivery confirmation, GPS coordinates showing delivery to your address, or a carrier's official delivery scan.
If they can't produce evidence for your specific address, the dispute resolves in your favor.
What If I Paid with PayPal?
PayPal's Buyer Protection is separate from a credit card chargeback. The right approach:
- Open a PayPal dispute first under Buyer Protection (within 180 days)
- If PayPal rules against you or closes the case without resolution, escalate to a credit card chargeback
If you paid with a credit card through PayPal, you have a second layer of protection. Some banks let you dispute the PayPal charge directly even after PayPal has already closed the case — check with your issuer.
Tips to Win Your Chargeback
- Be precise about dates — state the order date, expected delivery date, and when tracking stopped
- Document everything — screenshots of tracking, seller communications, order confirmation
- Be factual — state what happened clearly, without editorializing
- Respond promptly — if your bank asks for more information, reply before their deadline
Bottom Line
A credit card chargeback is your strongest tool when a package never arrives. The process is consumer-friendly, especially for "item not received" cases where the merchant can't prove delivery.
Check tracking first. If your package shows as lost, stuck in transit, or has had no updates for over two weeks, start the dispute process now.
Dispute rules vary by card issuer and country. Verify specific timeframes with your card issuer.