Amazon $2.5B FTC settlement, 180-day PayPal protection, 90-day Amazon A-to-Z guarantee, 60-day chargeback rights, EU 14-day cooling-off period, FTC Mail Order Rule 30-day delivery deadline, item not received claims, SNAD disputes, digital goods refunds, cross-border transactions.
Get an estimate of your potential compensation
Online shopping has exploded, but so have refund disputes. In 2024, merchants paid over $100 billion in chargebacks, with e-commerce chargebacks surging 222% from Q1 2023 to Q1 2024. At the same time, 79% of merchants report experiencing "friendly fraud" - illegitimate chargeback claims by consumers who received items but dispute the charge anyway. This perfect storm has created a battlefield where legitimate consumers struggle to get refunds for items never received, defective products, or purchases significantly different from listings, while merchants fight back with increasingly sophisticated anti-fraud technology.
But you have powerful rights. The FTC Mail, Internet, or Telephone Order Merchandise Rule requires sellers to ship within 30 days or refund you. Amazon's A-to-Z Guarantee gives you 90 days to dispute third-party seller transactions. PayPal's Buyer Protection covers you for 180 days for items not received. eBay's Money Back Guarantee protects virtually all purchases within 30 days. And your credit card's chargeback rights provide a final safety net for up to 120 days.
The FTC is actively enforcing consumer refund rights. In 2024 alone, the FTC distributed $337.3 million in refunds to consumers from enforcement actions. Recent major cases include Amazon's $2.5 billion settlement for subscription traps ($1.5 billion returned to customers), Glowyy's $3.08 million penalty for PPE delivery fraud, American Screening's $14.6 million settlement for systematic shipping delays (receiving over 500 complaints per day during the pandemic), Cerebral's $5 million in refunds to 40,249 consumers for deceptive cancellation practices, and Vroom's $934,000 in refunds for used car delivery failures.
In the EU and UK, you have even stronger baseline protections: a mandatory 14-day cooling-off period for all distance sales (online, phone, mail order) where you can return items for any reason or no reason. This right cannot be waived by sellers - any "no returns" policy attempting to override the 14-day right is illegal and unenforceable under the Consumer Rights Directive 2011/83/EU.
🎯 California "Click to Cancel" Law (AB 2863, Effective July 1, 2025)
If you signed up for a subscription online, you can cancel online - same number of clicks, no phone calls required. Sellers must send annual renewal reminders. Violations subject to class action liability. The FTC finalized a similar nationwide "Click to Cancel" rule in October 2024 (effective April 2025), making deceptive cancellation practices illegal nationwide.
The most common e-commerce refund disputes are Item Not Received (INR) - where tracking shows non-delivery or package theft - and Significantly Not As Described (SNAD) - where the item received materially differs from the listing (wrong size, defective, counterfeit, different material). INR claims have 85-90% success rates because the burden of proof is on the seller to demonstrate delivery (tracking, signature, delivery photo). SNAD claims have 75% success rates if you have strong photo evidence comparing the actual item to the listing description.
However, friendly fraud is a serious problem eroding legitimate consumer protections. A July 2024 warning from the Merchant Risk Council highlighted an "unprecedented increase" in first-party fraud, particularly false item-not-received and SNAD claims. When 61% of chargebacks are fraudulent, merchants invest heavily in delivery photos, signature confirmation, geolocation tracking, and device fingerprinting to prove delivery and fight back. Filing a fraudulent chargeback (claiming non-delivery when you received the item) is wire fraud, a federal crime, and can result in criminal charges, account closures, retailer bans, and credit damage.
This guide provides your complete roadmap: how to enforce the FTC Mail Order Rule for delivery delays, when to file Amazon A-to-Z vs eBay Money Back vs PayPal disputes, how credit card chargebacks work (reason codes, provisional credit, merchant response timelines), what to do if the seller issued a gift card instead of a cash refund (illegal under federal law), how the EU 14-day cooling-off period works, your digital goods refund rights (Steam 2-week/2-hour policy, Google Play 48-hour window, Apple's manual review), cross-border dispute resolution, restocking fee legality (must be disclosed, cannot apply to defective items), and prevention strategies to avoid refund disputes entirely.
Whether you're dealing with a $20 item that never arrived or a $2,000 purchase that turned out to be counterfeit, you have multiple layers of protection. The key is knowing which protection to use when, what documentation you need, and how to escalate effectively when sellers refuse refunds.
**Subject**: Order [#12345] - Refund Request - [Specific Issue]
Dear [Seller Name],
I purchased [item description] on [DATE] (Order #[12345]). I am writing to request a full refund because: [defective on arrival / never received / significantly different from listing / damaged].
**Evidence**: - [Attach photos of defect/damage/actual item vs listing] - [Tracking number showing non-delivery] - [Screenshots of listing showing discrepancy]
Under [FTC Mail Order Rule / platform policy / Consumer Rights Directive], I am entitled to a full refund of $[AMOUNT].
Please confirm refund processing within 48 hours to [original payment method / PayPal / credit card ending in 1234].
If I do not receive satisfactory response, I will: 1. Escalate to [Amazon A-to-Z / eBay Money Back Guarantee / PayPal dispute] 2. File credit card chargeback 3. File FTC complaint at ReportFraud.ftc.gov
Order Details: - Order Number: [12345] - Order Date: [MM/DD/YYYY] - Amount Paid: $[XXX.XX] - Payment Method: [Credit card / PayPal]
I expect your prompt response.
[Your Name] [Contact Information]
---
**Critical**: SAVE this email and the seller's response. You'll need it for platform disputes and chargebacks.
**Timeline**: Most platforms require you contact seller first and wait 48 hours (Amazon/PayPal) to 3 business days (eBay) before escalating.
**When to file**: 48 hours after contacting seller with no response, OR seller refuses refund
**How to file**: 1. Go to **Your Orders** at amazon.com 2. Find the order → **Problem with order** 3. Select issue type: - **"Where's my stuff?"** (item not received) - **"Return item"** (defective/damaged/not as described) 4. Choose **"Contact the seller"** (document communication) 5. After 48 hours: Return to order → **"File a claim"** 6. Provide: - Order details and expected delivery date - Photos/videos (for SNAD claims) - Communication history with seller - Tracking information
**What happens**: - Amazon investigates (typically 3-5 business days) - Seller has 5 business days to respond - If seller doesn't respond: Amazon **auto-approves** buyer claim (90% success rate) - Refund issued to original payment method within 5-7 days
**What's covered**: Third-party sellers only (not items sold directly by Amazon). Covers non-delivery, defective, damaged, not as described.
**What's NOT covered**: Digital goods, services, automobiles, industrial equipment.
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**When to file**: Contact seller first, wait 3 business days for resolution
**How to file**: 1. **My eBay** → **Purchase history** 2. Find item → **More actions** → Select issue: - **"I didn't receive my item"** - **"Item doesn't match listing"** 3. **"Contact the seller"** → Send message explaining issue 4. After 3 business days: Return to item → **"Ask eBay to step in"** 5. eBay requests additional information: - Have you checked with household members? - Alternative delivery locations checked? - Photos showing item condition vs listing
**What happens**: - eBay investigates (48 hours to 5 days) - Both parties provide evidence - eBay makes final decision (88% in favor of buyer for INR/SNAD) - Refund includes original shipping costs
**CRITICAL**: If you file a credit card chargeback, eBay will **close your Money Back Guarantee case**. Choose one path, not both.
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**Timeline**: - **Item Not Received**: 180 days from payment date - **Significantly Not As Described**: 30 days from delivery OR 180 days from payment (whichever is sooner)
**How to file**: 1. Log into PayPal.com → **Activity** 2. Find transaction → **Report a Problem** 3. Select issue: - **"I didn't receive my item"** - **"Item significantly not as described"** 4. **"Open a dispute"** 5. Provide: - Expected delivery date / actual delivery date - Tracking number (if available) - Photos (for SNAD) - Communication with seller
**The dispute process**: - **Days 1-20**: You and seller negotiate directly through PayPal messaging - **Day 20+**: Either party can escalate to **claim** (PayPal investigation) - PayPal investigates claim (average 14 days, up to 30 days) - PayPal makes final decision based on evidence
**Success rate**: 85% for Item Not Received, 75% for SNAD (higher if you have strong photo evidence)
**After 180 days**: PayPal will NOT accept disputes. Your only option is credit card chargeback.
**Use chargebacks when**: 1. Platform dispute denied (Amazon/eBay/PayPal sided with seller) 2. Platform window expired (e.g., past PayPal 180 days but within credit card window) 3. No platform protection (purchased directly from website) 4. Seller/platform completely unresponsive
**Do NOT file chargeback if**: - Platform dispute is still pending (wait for outcome first) - You already received refund through platform - You DID receive the item as described (this is fraud)
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**Standard deadlines by card network**: - **Visa**: 120 days from transaction processing date - **Mastercard**: 120 days from transaction processing date - **Discover**: 120 days from transaction processing date - **American Express**: 120 days from transaction processing date
**However, most issuers require filing within 60 days**. Check your cardholder agreement.
**UK Section 75 (Consumer Credit Act)**: UK consumers have **up to 6 years** to file for purchases **£100 to £30,000** (both buyer and seller jointly liable).
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**Step 1: Gather documentation** - Order confirmation email (with delivery promise) - Receipt/invoice showing amount charged - Seller communication (emails requesting refund) - Tracking information (showing non-delivery or return) - Photos (for defective/SNAD claims) - Platform dispute outcome (if applicable) - Screenshots of product listing (for SNAD claims)
**Step 2: Contact your card issuer** - Call the phone number on the back of your credit card - Ask for the **"disputes department"** or **"chargeback department"**
**Step 3: State your case clearly**
Phone script:
"I'm calling to dispute a charge for $[AMOUNT] on [DATE] to [MERCHANT NAME]. The charge appears on my statement as [DESCRIPTOR].
I ordered [ITEM DESCRIPTION] which [was never delivered / arrived defective / was significantly different from listing].
I contacted the seller on [DATE] requesting [delivery / refund / replacement]. They [refused / did not respond / offered inadequate resolution].
[If applicable]: I filed a dispute with [Amazon/eBay/PayPal] on [DATE] which was [denied / unresolved].
I would like to file a chargeback under reason code [Merchandise Not Received / Defective Merchandise / Not As Described].
I have documentation to support my claim: [list what you have]."
**Step 4: Submit documentation**
Your issuer will provide instructions to submit: - Written statement of dispute - Copies of documentation (order confirmation, emails, photos) - Timeline of events
Many issuers have online dispute submission portals. Check your card's website or mobile app.
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**Day 0**: You file chargeback - Issuer provisionally credits your account (typically within **10 business days**) - This is TEMPORARY pending investigation
**Day 1-7**: Issuer reviews your claim - Validates transaction was legitimate charge - Confirms you have valid dispute reason - Requests additional information if needed
**Day 7-14**: Issuer sends chargeback to merchant's bank - Merchant notified of chargeback - Merchant has **45 days** to respond (varies by network)
**Day 15-60**: Merchant response period - **Merchant provides evidence** (tracking showing delivery, signed contract, proof you received as described) - **Merchant accepts chargeback** (you win, credit becomes permanent) - **Merchant ignores chargeback** (you win by default after 45 days)
**Day 60+**: Final resolution - If merchant provided compelling evidence: **Chargeback reversed** (you lose, provisional credit removed) - If merchant evidence insufficient: **Chargeback stands** (you win, credit permanent)
**Merchant may request arbitration** (rare, for high-value disputes). Card network makes final decision (arbitration fee: $300-$500 paid by losing party).
---
**For Item Not Received**: - Visa: **Reason Code 13.1** - Merchandise/Services Not Received - Mastercard: **Reason Code 4855** - Goods or Services Not Provided - Amex: **Reason Code C08** - Goods/Services Not Received or Only Partially Received
**For Defective/Not As Described**: - Visa: **Reason Code 13.3** - Not as Described or Defective Merchandise/Services - Mastercard: **Reason Code 4853** - Goods or Services Not as Described - Amex: **Reason Code C18** - Merchandise Not As Described
**For Delayed Delivery (FTC Mail Order Rule)**: - Visa: **Reason Code 13.1** (non-delivery after promised date) - Include FTC Mail Order Rule violation in written statement
**For Subscription Cancellation Issues**: - Visa: **Reason Code 13.2** - Cancelled Recurring Transaction - Mastercard: **Reason Code 4841** - Cancelled Recurring or Digital Goods Transactions
You don't need to memorize these - the disputes department will select the appropriate code. But knowing them helps you explain your situation clearly.
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**Merchant wins if they provide**: - **Item Not Received**: Tracking to your address + signature confirmation (for $500+ orders) = 90% merchant wins - **Not As Described**: Detailed listing description matching item + return policy disclosed = 60% merchant wins - **Defective**: Warranty disclaimer + "as-is" terms clearly stated = 40% merchant wins
**You win if**: - **Item Not Received**: No tracking, or tracking shows delivery to wrong address = 95% buyer wins - **Not As Described**: Photos clearly showing item differs + listing screenshots = 85% buyer wins - **Defective**: Photos of defect + failed delivery as described = 80% buyer wins
**Overall chargeback success rates (2024)**: - Item Not Received: **85%** - Defective Merchandise: **80%** - Not As Described: **75%** - Subscription Billing Error: **70%**
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When you file a chargeback: 1. **Seller loses the sale**: Money is immediately pulled from their merchant account 2. **Seller pays chargeback fee**: $15-$100 per chargeback (regardless of outcome) 3. **Seller's chargeback ratio increases**: Too many chargebacks (>1% of transactions) can result in: - Higher payment processing fees - Account termination by payment processor - Placement on **MATCH list** (makes it nearly impossible to get new merchant account)
**This is why merchants fight chargebacks aggressively**. But this is also why chargebacks are effective consumer protection - they financially hurt fraudulent sellers.
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**NEVER file a chargeback if**: 1. You received the item as described and just don't want it (return it instead) 2. You made the purchase yourself and forgot (check with household members first) 3. A family member made the purchase (resolve with them, not chargeback) 4. You're trying to get a free item (keep item + chargeback = fraud)
**Friendly fraud** (illegitimate chargebacks) increased **79%** in 2024. Merchants are fighting back with: - Delivery photos (doorstep photos for every package) - Signature confirmation (required for $500+ by card networks) - Geolocation data (proving cardholder was at delivery address) - Device fingerprinting (proving cardholder accessed account from same device that ordered)
Filing fraudulent chargebacks can result in: - **Criminal charges** (wire fraud, federal offense) - **Blacklisting** by retailers (account termination, IP ban) - **Credit card account closure** (issuer closes your account) - **Negative credit reporting** (if issuer reverses chargeback and you don't repay)
Only file chargebacks for **legitimate disputes** where you genuinely did not receive what you paid for.
The FTC uses consumer complaints to: 1. **Identify patterns**: One complaint won't trigger action, but hundreds/thousands show systematic violations 2. **Build enforcement cases**: Complaints provide evidence for lawsuits (like the Glowyy $3.08M and American Screening $14.6M cases) 3. **Prioritize investigations**: FTC focuses on companies with highest complaint volumes 4. **Create public record**: Complaints become part of Consumer Sentinel Network database (used by 2,000+ law enforcement agencies)
**FTC distributed $337.3 million in refunds to consumers in 2024** from enforcement actions - your complaint contributes to future enforcement.
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**Website**: **ReportFraud.ftc.gov** (online reporting tool, 5-10 minutes)
**Phone**: **1-877-FTC-HELP** (1-877-382-4357) - for assistance or if you don't have internet access
**Step-by-step online process**:
1. Go to **ReportFraud.ftc.gov** 2. Click **"Report Now"** 3. Select **"Online Shopping"** (category) 4. Select specific issue: - **"Didn't receive item"** (Item Not Received / delivery delays) - **"Item not as advertised"** (SNAD, defective, damaged) - **"Problems with refund"** (seller refused, gift card instead of cash) - **"Subscription/membership issues"** (can't cancel, continued charges)
5. Provide seller information: - Company/seller name - Website URL - Email address (if available) - Phone number (if available) - Physical address (if available from order confirmation)
6. Describe what happened: - Order date and amount paid - Expected delivery date (if applicable) - What went wrong (never arrived / defective / significantly different) - How seller responded to your complaint - **Specific FTC rule violation** (if applicable): - **FTC Mail Order Rule**: "Seller failed to ship within 30 days and did not offer refund option" - **Gift Card Instead of Refund**: "Seller issued gift card for unshipped item instead of cash refund (violation of Mail Order Rule)" - **Delayed Shipping**: "Seller did not notify me of delay or offer cancellation option"
7. Upload documentation (optional but helpful): - Order confirmation - Seller communication - Photos of defective/wrong item - Tracking information
8. Provide your contact information: - The FTC may contact you for additional information if they investigate - You can request confidentiality (FTC won't share your identity with the company without permission)
9. Submit
**Confirmation**: You'll receive a reference number. Save this for your records.
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**Immediate**: Complaint enters Consumer Sentinel Network database (searchable by 2,000+ federal, state, local, international law enforcement agencies)
**Short-term** (weeks-months): FTC analysts review complaints for patterns: - Are hundreds of consumers reporting same seller/issue? - Does this fit pattern of known scam? - Is there an ongoing enforcement investigation?
**Medium-term** (months-years): If enough complaints accumulate, FTC may: - Send **warning letter** to company (requiring corrective action) - Open **formal investigation** - File **lawsuit** (seeking injunction + consumer refunds) - Issue **civil penalty** (up to $51,744 per violation for FTC Mail Order Rule)
**Long-term** (years): Complaints become part of enforcement case evidence: - Glowyy case: Hundreds of complaints about non-delivery of PPE → $3.08M settlement - American Screening: **500+ complaints per day** in 2020 → $14.6M settlement - Cerebral: Thousands of complaints about cancellation difficulties → $5M ($124 per consumer)
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Your complaint could contribute to cases like these:
**Amazon Prime - $2.5 Billion (January 2025)** - **$1.5 billion in consumer refunds** (largest FTC refund in history) - Allegation: "Sophisticated subscription traps" making enrollment easy but cancellation difficult - Based on: Thousands of consumer complaints about inability to cancel Prime
**Cerebral - $5 Million (May 2025)** - **40,249 consumers received refunds** (average $124 each) - Allegation: Multi-step cancellation process, continued charging during "slow-walk" period - Based on: Consumer complaints about deceptive cancellation practices
**Vroom - $934,000+ (July 2024)** - Online used car dealer - Allegation: Failed to deliver vehicles within promised timeframes - FTC Mail Order Rule violation - Based on: Customer complaints about delivery delays
**Hey Dude Shoes - Settlement Amount Undisclosed** - Allegation: Issued **gift cards instead of cash refunds** for out-of-stock items - FTC Mail Order Rule requires **cash refunds** for unshipped merchandise - Based on: Consumer complaints about gift card refunds
**Glowyy (QYK Brands) - $3.08 Million (August 2022)** - Advertised PPE as "in stock" and "ships same day" (March 2020) - Failed to deliver for weeks/months - Failed to offer refund option for delays - Based on: Hundreds of complaints during COVID pandemic
**American Screening - $14.6 Million (August 2022)** - Promised PPE "ships within 24-48 hours" - Shipped weeks late or never shipped - Received **over 500 complaints per day** throughout 2020 - Based on: Massive volume of consumer complaints
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In addition to FTC, file complaints with your **state Attorney General** consumer protection division:
**Why?**: State AGs often have stronger enforcement powers than FTC for in-state violations: - Can file lawsuits in state court (faster than federal) - State consumer protection laws often broader than federal - May mediate disputes directly with seller
**How to find**: - Google "[YOUR STATE] Attorney General consumer complaint" - Example: "California Attorney General consumer complaint" → oag.ca.gov/consumers
**What to include** (same info as FTC complaint): - Seller name, website, contact info - What happened, when, how much - How seller responded - State law violation (if applicable): - California: **Automatic Renewal Law** (AB 2863) - effective July 1, 2025, "click to cancel" requirement - New York: Restocking fee disclosure requirement - Many states: Unfair and Deceptive Acts and Practices (UDAP) statutes
**Some states actively mediate**: They'll contact the seller on your behalf and attempt resolution (success rate varies by state, ~40-60%).
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**Website**: **BBB.org** → Find the business → File a complaint
**What BBB does**: - Forwards complaint to business - Business has 14 days to respond - BBB mediates resolution - Posts outcome on business's BBB profile (public record)
**Success rate**: ~70% of complaints result in resolution (BBB claims)
**Limitations**: - BBB is **not a government agency** (private nonprofit) - BBB has no enforcement power (can't force refunds) - Some businesses ignore BBB complaints - BBB's "accreditation" is pay-to-play (businesses pay for A+ ratings)
**When to use BBB**: - In addition to (not instead of) FTC complaint - For public pressure (bad BBB reviews hurt business reputation) - For businesses that care about their BBB rating
**When NOT to rely on BBB**: - As your primary dispute resolution method - For scam websites (they don't care about BBB rating) - As a substitute for legal action
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**Website**: **ConsumerFinance.gov/complaint**
**When to file CFPB complaint**: - Credit card issuer denied your chargeback unfairly - Bank/credit union won't help with unauthorized charge - Payment processor (PayPal, Stripe) denied dispute without investigation - Debit card fraud (bank refusing to credit account)
**CFPB's power**: - Regulates banks, credit unions, credit card companies, payment processors - Can compel financial institutions to respond to complaints - Publishes complaint database (public pressure) - Uses complaints for enforcement priorities
**Success rate**: CFPB reports ~97% of complaints receive response from company (doesn't mean all get refunds, but company must engage).
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When filing at **ReportFraud.ftc.gov**, use this template in the "Describe what happened" field:
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**Order Details**: - Order Date: [MM/DD/YYYY] - Order Number: [12345] - Amount Paid: $[XXX.XX] - Seller: [Company Name] - Website: [URL]
**What I Ordered**: [Item description]
**Delivery Promise**: Seller promised delivery by [DATE] or stated "ships within [X] days"
**What Happened**: [Choose one or more]: - Item never arrived (today is [X] days past promised delivery date) - Item arrived but was [defective / damaged / completely different from listing description] - Seller refused refund when I requested it on [DATE] - Seller issued a **gift card instead of cash refund** for an item that was never shipped (violation of FTC Mail Order Rule) - Seller did not notify me of shipping delay or offer option to cancel and receive refund (violation of FTC Mail Order Rule)
**FTC Rule Violation**: [If applicable]: This violates the **FTC Mail, Internet, or Telephone Order Merchandise Rule** which requires sellers to ship within promised time (or 30 days if no time stated) OR notify customer of delay and offer refund option. Seller did neither.
[If gift card issue]: The Mail Order Rule requires CASH refunds for unshipped merchandise. Gift cards are only permitted if the customer explicitly agrees. I did not agree to a gift card.
**Resolution Attempted**: I contacted the seller on [DATE] via [email/phone] requesting [delivery/refund/replacement]. The seller [refused / did not respond / offered inadequate resolution].
**Current Status**: [Choose one]: - I filed [Amazon A-to-Z / eBay Money Back Guarantee / PayPal dispute / credit card chargeback] on [DATE] which [was denied / is pending / was successful] - I have not yet received refund as of [DATE] ([X] days after requesting)
**Request**: I am filing this complaint to: 1. Receive a refund of $[AMOUNT] 2. Alert FTC to pattern of violations by this seller 3. Contribute to FTC enforcement database
---
**The more specific you are, the more useful your complaint is for FTC investigations.**
**Best**: **Credit cards** (Visa, Mastercard, Amex, Discover) - **Chargeback rights** (60-120 days) - **$50 maximum liability** for unauthorized charges (Fair Credit Billing Act) - **Zero liability policies** (most issuers extend to $0 liability) - **Provisional credit** during investigation (you don't pay while dispute pending)
**Good**: **PayPal** (when paying with credit card linked to PayPal) - **180-day Buyer Protection** for Item Not Received - **30-day protection** for SNAD - **Double protection**: PayPal dispute + credit card chargeback (if PayPal denies)
**Okay**: **Debit cards** - **Chargeback rights** (similar to credit cards, but varies by bank) - **Higher liability** for unauthorized charges (up to $50 if reported within 2 days, up to $500 if reported within 60 days, unlimited if not reported within 60 days) - **No provisional credit** during investigation (money already gone from checking account)
**Worst**: **Wire transfer, cryptocurrency, gift cards, cash app (Venmo, Zelle, Cash App for goods)** - **NO chargeback rights** - **NO buyer protection** - **Immediate and irreversible** (once sent, money is gone) - **Red flag**: If seller insists on wire/crypto/gift cards, it's a scam
**Rule**: NEVER use wire transfer, cryptocurrency, or gift cards to purchase goods from strangers online. These are irreversible payment methods favored by scammers.
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**Best protection**: 1. **Amazon** (A-to-Z Guarantee, 90 days, 90% success rate for INR) 2. **eBay** (Money Back Guarantee, 30 days, 88% success rate) 3. **PayPal-protected transactions** (180 days for INR)
**Moderate protection**: 4. **Etsy** (Purchase Protection, 180 days, covers INR and SNAD for $250+) 5. **Walmart Marketplace** (A-to-Z style guarantee for third-party sellers) 6. **AliExpress** (Buyer Protection, 75 days, requires extensive evidence)
**Unknown/risky**: 7. **Small website never heard of** (no platform protection, relies on credit card chargeback only) 8. **Facebook Marketplace, Craigslist** (cash transactions, zero protection unless using PayPal Goods & Services) 9. **Social media sellers** (Instagram, TikTok shops) - many are dropshippers with no inventory
**Red flags for scam websites**: - Website created in last 30 days (check domain age at **whois.com**) - Prices too good to be true (50-90% off retail) - Contact page missing or only has generic email (no phone, no address) - "About Us" page is generic or plagiarized - Payment only via wire transfer, crypto, gift cards - Poor English, spelling errors, grammar mistakes - Stock photos (reverse image search finds same photos on 100+ sites) - No return policy or refund policy - Social media accounts created recently with few followers
**Before buying from unknown website**: 1. Google: **"[website name] scam"** or **"[website name] reviews"** 2. Check **Trustpilot.com** (look for verified reviews, beware fake 5-star reviews) 3. Check **BBB.org** (Better Business Bureau - look for complaints, rating) 4. Reverse image search product photos (Google Images - if photo appears on 50+ sites selling different products, it's dropshipping/scam) 5. Check domain age at **whois.com** (sites under 6 months old are high risk)
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**Immediately after purchase**: 1. **Screenshot the full product listing** including: - Product title and description - Photos of item - Price and shipping cost - Delivery estimate ("ships in 5 days", "arrives by Dec 25") - Return/refund policy - Seller information
2. **Save order confirmation email** (contains order number, delivery promise, payment amount)
3. **Save payment receipt** (credit card statement showing charge, or PayPal receipt)
**Why?**: Sellers can change or delete listings after you order. Your screenshot is proof of what was promised.
**Example**: You order a "genuine leather" jacket for $200. Listing shows "100% real leather." Jacket arrives in cheap plastic. You file SNAD dispute. Seller has changed listing to say "vegan leather" and claims you knew it wasn't real leather. Your screenshot proves the listing said "real leather" when you ordered.
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**For expensive items ($100+)**:
1. **Record video while opening package**: - Show shipping label with tracking number - Show box condition (damage to box = possible damage to item) - Open box on camera without cutting away - Show item inside box - Show any damage or defects
**Why?**: Sellers claim "buyer damaged it after delivery" or "buyer is trying to return different item." Unboxing video proves item's condition on arrival.
2. **Photograph packaging and item immediately**: - Take 5-10 photos from different angles - Close-ups of any defects or damage - Photo of item next to listing description (showing discrepancy)
**For all items**:
3. **Check item against listing description immediately** (within 24-48 hours): - Functionality (turn it on, test it) - Condition (new vs used, defects) - Authenticity (check serial numbers, branding) - Measurements (if size is specified) - Color, material, features
**Why?**: Most platform guarantees have time limits. eBay Money Back Guarantee requires you to contact seller within **30 days**. Waiting 35 days to report a defect = you lose protection.
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Key questions:
1. **Does seller accept returns?** (some say "all sales final" - legal in most states if disclosed)
2. **What's the return window?** (30 days is standard, some offer 60-90 days, some only 14 days)
3. **Who pays return shipping?** - Buyer pays: Common for "changed mind" returns - Seller pays: Required for defective, SNAD, wrong item shipped - "Free returns": Seller provides prepaid label
4. **Restocking fee?** - Must be **clearly disclosed before purchase** - Typical: 10-20% - **Cannot apply to defective items** (illegal in all states) - If restocking fee not disclosed pre-purchase = you don't owe it
5. **What's excluded from returns?** - Common exclusions: Opened software, personalized items, perishable goods, intimate apparel - Digital goods: Usually no refund after download/access - Some electronics: Require unopened box
**Red flag**: "All sales final, no returns" policy is legal UNLESS: - Item is defective (implied warranty of merchantability) - Item not as described (breach of contract) - Item never delivered (FTC Mail Order Rule)
"All sales final" does NOT override: - FTC Mail Order Rule (refund required if not shipped within 30 days) - Implied warranties (item must work for ordinary purpose) - Platform guarantees (Amazon A-to-Z, eBay Money Back Guarantee apply regardless of seller's stated policy)
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**EU Consumer Rights Directive 2011/83/EU**: - **14-day cooling-off period** for ALL distance sales (online, phone, mail) - No reason needed (you can change your mind) - Seller MUST accept return (seller's "no returns" policy is ILLEGAL and void) - Seller must refund within 14 days of receiving returned goods - You pay return shipping (unless seller didn't inform you of this before purchase)
**Exceptions** (no cooling-off period): - Perishable goods (food, flowers) - Personalized/custom items - Sealed media (CDs, DVDs, software) once opened - Hotel bookings, event tickets, car rentals
**UK Consumer Rights Act 2015**: - **30-day right to reject** faulty goods for full refund - **14-day cooling-off period** for distance sales (same as EU) - Seller must refund within **14 days**
**These rights are MANDATORY** - seller cannot waive them with "terms and conditions". Any clause attempting to waive these rights is illegal and unenforceable.
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**What it requires**: - **If you subscribed online, you can cancel online** (no forcing phone calls) - **Cancellation must be as easy as sign-up** (same number of clicks/steps) - **Annual renewal reminders** (seller must email you before auto-renewal) - **No additional steps** (can't require phone call, chat, or mailing a form)
**Applies to**: - Subscriptions (streaming, software, gym memberships, meal kits) - Automatic renewals (annual subscriptions that auto-renew) - Free trial conversions (free trial that converts to paid unless you cancel)
**Who it covers**: - All businesses selling to California residents (regardless of where business is located) - All online transactions where California consumer can sign up online
**Penalties**: Class action liability for violations (expect lawsuits starting July 2025)
**Similar federal rule**: FTC "Click to Cancel" rule finalized October 2024, requires similar practices nationwide (effective April 2025).
**What this means for you**: - Starting mid-2025, canceling subscriptions should be **much easier** - If seller makes you call or mail a form to cancel something you subscribed to online, **file FTC complaint** (violation of FTC rule) - If you're in California and seller violates AB 2863, **you may have class action claim**
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**If you live in apartment/condo**: - Provide unit number clearly - Consider alternate delivery: building office, doorman, mailroom - Use Amazon Locker or similar pickup locations
**If you've had porch theft**: - Install doorbell camera (Ring, Nest) - visual proof of delivery/theft - Require signature confirmation (costs extra, $3-5, but seller must prove YOU signed) - Use Amazon Locker, UPS Store, or retail pickup locations - Add delivery instructions: "Leave at side door", "Behind planter"
**If you're frequently not home**: - Use workplace address (if employer permits) - Use pickup locations (UPS Access Point, FedEx Office, Amazon Locker) - Require signature confirmation (carrier won't leave package)
**Travel/vacation**: - Hold deliveries at carrier facility (UPS, FedEx, USPS all offer free hold) - Redirect to friend/neighbor (some carriers allow) - Delay order until you return
**Prevention is better than dispute**: One stolen $500 package creates 30+ days of dispute hassle. Spending $5 on signature confirmation or using a locker is worth it.
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**Amazon third-party sellers**: 1. Check seller **feedback rating** (aim for 95%+ positive) 2. Check **number of ratings** (1,000+ ratings = established seller; 10 ratings = new/risky) 3. Read recent **negative reviews** (1-star and 2-star) - what are complaints? 4. Check **"Fulfilled by Amazon" (FBA)** - Amazon handles shipping (better delivery, easier returns)
**eBay sellers**: 1. Check **feedback score** (number next to username) - aim for 500+ 2. Check **feedback percentage** - aim for 98%+ 3. Read recent negative feedback - any pattern of INR or SNAD? 4. Check **Top Rated Seller** badge (eBay's highest tier, requires excellent metrics)
**Red flags**: - Brand new seller (created account this month) selling expensive items - Feedback score under 50 with prices too good to be true - Recent negative feedback mentioning "item never arrived" or "counterfeit" - Generic or suspicious seller name ("BEST_SELLER_2024_OFFICIAL")
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Before clicking "Buy Now":
- [ ] Payment method: **Credit card** (not debit, wire, crypto, gift card) - [ ] Platform: **Amazon, eBay, or other reputable marketplace** with buyer protection - [ ] Seller research: **Check ratings, read negative reviews, verify legitimacy** - [ ] Website check: **Google "[site] scam", check domain age, verify contact info** - [ ] Screenshot: **Save full listing, price, delivery promise, return policy** - [ ] Return policy: **Understand window, restocking fees, who pays shipping** - [ ] Delivery plan: **Signature confirmation for $500+, use locker if theft risk, provide clear address** - [ ] Price check: **If 50%+ off retail, it's likely dropship scam or counterfeit**
**If you do these 8 things, you'll avoid 90% of e-commerce refund problems.**