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Understanding Your Rights When Online Shopping Goes Wrong

Critical 2024-2025 Updates:

July 1, 2024: PayPal reduced "Significantly Not As Described" window from 180 days to 30 days
May 14, 2025: FTC "Click to Cancel" rule takes effect (cancellation must be as easy as sign-up)
2024: Amazon removed 15 million counterfeit products (up from 7M in 2023)
2024: FTC recovered $339 million for consumers through enforcement actions

Online shopping has exploded, and so has online shopping fraud. With $48 billion in ecommerce fraud losses projected for 2025, understanding your rights and available remedies is critical. Whether you received a counterfeit product, an item that doesn't match the description, a damaged item, or nothing at all, you have multiple avenues for recovery.

This guide covers platform-specific protections (Amazon A-to-Z, eBay Money Back Guarantee, PayPal Buyer Protection, Etsy Purchase Protection), legal rights (UK 14-day cooling off period, UK Section 75 credit card protection, US FTC Mail Order Rule), credit card chargebacks, and enforcement actions you can take. Time is critical - most protections have 30-90 day windows.

Common Online Shopping Disputes

Item Not As Described: Product differs materially from listing (wrong color, size, material, condition)
Counterfeit/Fake Products: 70% of consumers received fakes at least once; platforms take this very seriously
Never Received: Tracking shows delivered but you never got it (see Parcel Delivery page for details)
Damaged on Arrival: Item arrived broken, defective, or unusable
Wrong Item Sent: Received completely different product than ordered
Subscription Traps: Difficult cancellation processes, unwanted recurring charges (FTC received 70 complaints/day in 2024)
Unauthorized Charges: Charges you didn't authorize, including after cancellation
Return Shipping Disputes: Seller refuses to pay return shipping for faulty items (illegal in UK)

Platform Buyer Protection Comparison

Act Quickly: Most platform protections have 30-day windows. PayPal reduced their window from 180 days to 30 days on July 1, 2024. eBay is 30 days. Amazon is 90 days but requires seller contact first. Credit card chargebacks extend to 60-120 days.

Platform/Method	Time Window	Process	Coverage	Success Rate
Amazon A-to-Z Guarantee	90 days from purchase	Contact seller first, wait 2 business days, then file claim. Seller has 5 days to respond.	Up to $2,500 per order. Full refund or replacement.	92-98% (higher for counterfeits)
eBay Money Back Guarantee	30 days from delivery	Contact seller, wait 3 business days, then escalate to eBay. For counterfeits: no return required.	Full refund including original shipping. No return for counterfeit items.	88-95% (higher for counterfeits)
PayPal SNAD (Significantly Not As Described)	30 days (changed July 1, 2024 from 180 days)	20-day dispute with seller, then escalate to claim. PayPal decides within 30 days. May require return at your expense.	Full purchase amount. Covers counterfeits, wrong items, materially different goods.	85%
Etsy Purchase Protection	After delivery date + 48 hours since seller contact	Contact seller first. Wait 48 hours and ensure delivery date passed. Then ask Etsy to step in.	Full refund for items not as described, damaged, or not received. No coverage for items that meet expectations but buyer doesn't like.	82%
Shopify Stores	NO buyer protection	Shopify Protect is for MERCHANTS only. Contact merchant directly or use credit card chargeback.	Depends on merchant's policy. No platform-level guarantee.	50-70% (merchant-dependent)
Credit Card Chargeback (FCBA)	60 days from statement (networks allow 120 days for quality disputes)	Contact card issuer, provide evidence. Provisional credit often within 10 days. Final decision within 90 days.	Purchases over $50 (US FCBA requirement). Card networks often cover any amount. Full refund if successful.	85-90% with proper documentation
UK Section 75 (Credit Cards)	No strict limit (reasonable timeframe)	Contact credit card company stating "Section 75 claim." Card company jointly liable with seller.	Purchases £100-£30,000 (even if only deposit paid on card). Full refund + interest + costs.	90-95% (strong legal protection)
UK 14-Day Cooling Off	14 days from delivery (up to 12 months if rights not disclosed)	Notify seller within 14 days. Return within 14 days of notification. Seller refunds within 14 days of receiving return.	Any reason (no explanation needed). Excludes personalized items, perishables, unsealed media.	95% (legal right)

Platform Protection Strategy: Start with the most specific protection first. Amazon/eBay/PayPal protections are often faster than chargebacks (days vs. weeks). Use chargebacks as backup if platform disputes fail or windows close. UK buyers should consider Section 75 for high-value purchases (£100-£30,000) as it provides joint liability.

CRITICAL: PayPal's July 1, 2024 change from 180 days to 30 days caught many consumers by surprise. If you're beyond 30 days on a PayPal purchase, immediately file a credit card chargeback (60-120 day window) instead.

Online Shopping Dispute Calculator

Calculate your chances of getting a refund based on the platform, issue type, payment method, and timeframe. This calculator considers recent policy changes including PayPal's July 2024 window reduction.

Calculate Your Refund Chances

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UK Online Shopping Rights

14-Day Cooling Off Period (Consumer Contracts Regulations 2013)

You have an automatic right to cancel most online purchases within 14 days for ANY reason - no explanation needed. This is one of the UK's strongest consumer protections.

How the 14-Day Cooling Off Period Works (Click to expand)

Timeline:

Days 1-14: You can cancel for any reason. Starts from day you receive goods (or last item in multi-item order).
Notify seller: Must inform seller within 14 days (email, phone, or through their cancellation form).
Days 15-28: Once you've notified, you have another 14 days to actually return the item.
Refund: Seller must refund you within 14 days of receiving the return (includes original delivery cost).

Who Pays Return Shipping:

Change of mind: You typically pay return shipping (unless seller's policy covers it).
Faulty/not as described: Seller MUST pay return shipping (Consumer Rights Act 2015).

Exceptions (Cooling off does NOT apply to):

• Personalized or custom-made items
• Perishable goods (flowers, food)
• Sealed media (CDs, DVDs, software) once you break the seal
• Magazines or newspapers
• Items that deteriorate quickly

EXTENDED COOLING OFF PERIOD:

If the seller didn't inform you of your cancellation rights, the cooling off period extends up to 12 months from delivery. This is a powerful protection - if you're past 14 days but the seller never told you about your rights, you may still be able to cancel.

Section 75 Credit Card Protection

Section 75 of the Consumer Credit Act makes your credit card company JOINTLY LIABLE with the seller for purchases between £100 and £30,000. This means the card company has equal responsibility to resolve issues - it's often more powerful than chargebacks.

Section 75 Step-by-Step Guide (Click to expand)

What's Covered:

Purchase amount: Between £100 and £30,000
Partial payments count: Even if you only paid a £10 deposit on your credit card for a £500 purchase, the full £500 is covered
Issues covered: Not delivered, faulty, not as described, seller went bust, counterfeit
No strict deadline: Unlike platform disputes, no hard 30/60/90-day limit (though don't delay unreasonably)

What's NOT Covered:

• Purchases under £100 or over £30,000
• Debit cards (use chargeback instead)
• Charge cards (Amex charge cards don't qualify)
• Payments through intermediaries: PayPal, Curve, Klarna, Western Union (card issuer not directly linked to seller)

How to Claim:

Contact your credit card company (phone or written complaint)
Explicitly state: "I am making a claim under Section 75 of the Consumer Credit Act"
Provide evidence: Order confirmation, product description, photos, merchant correspondence
Explain what went wrong: Not delivered, not as described, faulty, counterfeit, etc.
State what you want: Full refund, partial refund, replacement
Card company investigates - they may contact seller
If rejected: Escalate to Financial Ombudsman Service (free)

WHY SECTION 75 IS POWERFUL:

Joint liability means your card company cannot simply say "this is between you and the merchant." They have EQUAL legal responsibility. This is UK law, not card network rules, so card companies cannot refuse valid claims. Success rate: 90-95% for legitimate claims.

Consumer Rights Act 2015

Beyond the 14-day cooling off, the Consumer Rights Act 2015 gives you rights when goods are faulty, not as described, or not fit for purpose:

First 30 days: Right to reject and get full refund (no questions asked if goods are faulty/not as described)
30 days to 6 months: Right to repair or replacement (once). If repair/replacement fails, right to refund (may be reduced for use)
6 months+: You must prove the fault existed at time of purchase (burden of proof shifts to you after 6 months)
Return shipping: Seller MUST pay return shipping for faulty/not as described items (you should not be out of pocket)

US Online Shopping Protections

FTC Mail Order Rule (30-Day Delivery)

The FTC Mail Order Rule (issued 1975, updated for internet/phone orders) requires sellers to ship within the advertised timeframe, or within 30 days if no timeframe is stated.

FTC Mail Order Rule Requirements (Click to expand)

Seller Obligations:

Promise timeframe or 30 days: Must ship within advertised timeframe (e.g., "ships in 2 weeks") or 30 days if no timeframe stated
Reasonable basis: Seller must have reasonable basis to believe they can meet shipping promise
Notify of delays: If cannot ship on time, must notify you and provide new shipment date
Offer refund: Must offer option to cancel and get full refund (not just store credit)
Your silence as consent: For delays up to 30 days, seller can treat your silence as agreeing to delay. For longer delays or second delays, must get your active consent.

Your Rights:

Cancel anytime: You can cancel your order and get full refund anytime before it ships
Refuse delay: If seller notifies of delay, you can refuse to wait and demand refund
Prompt refund: Seller must refund within 7 business days (credit card) or 20 days (other payment methods)
Full refund: Must be full refund to original payment method (not store credit unless you agree)

ENFORCEMENT:

FTC can sue merchants who violate the Mail Order Rule. Penalties up to $46,517 per violation. In 2024, FTC recovered $339 million for consumers. File complaints at ReportFraud.ftc.gov

Credit Card Chargebacks (Fair Credit Billing Act)

The Fair Credit Billing Act (FCBA) gives you the right to dispute credit card charges for items not as described, not delivered, or defective. This is often your best recourse when merchant/platform disputes fail.

Chargeback Process Step-by-Step (Click to expand)

Timing:

FCBA requirement: 60 days from statement date
Card network extensions: Visa, Mastercard, Amex often allow 120 days for merchandise disputes (not as described, defective)
Over $50 requirement: FCBA legally only covers purchases over $50, though card networks often cover any amount

Step-by-Step Process:

Contact merchant first: Try to resolve directly. Keep all communication records (emails, chat logs).
Gather evidence: Order confirmation, product description screenshots, photos of item received, tracking info, merchant correspondence
Call card issuer: Call number on back of card. State reason: "item not as described," "merchandise not received," or "defective merchandise"
Written dispute: Some issuers require written dispute in addition to phone call. Do this within 60 days of statement.
Provisional credit: Card issuer often issues provisional credit within 10 business days while investigating
Investigation: Card issuer contacts merchant. Merchant has chance to respond. You may need to provide additional evidence.
Final decision: Issuer makes final decision within 90 days. If you win, credit becomes permanent. If you lose, credit reversed.

Valid Chargeback Reasons:

• Merchandise Not As Described: Item differs materially from listing (wrong color, size, material, condition, features)
• Merchandise Not Received: Paid but never received item (or tracking shows delivered but you never got it)
• Defective Merchandise: Item arrived broken, damaged, or unusable
• Counterfeit: Item is fake despite being advertised as authentic
• Merchant Unresponsive: Merchant refuses refund for legitimate issue or doesn't respond

WARNING - AVOID FRIENDLY FRAUD:

"Friendly fraud" (filing chargeback when you received item as described) accounts for 61% of chargebacks and can result in: permanent merchant ban, card issuer flagging your account, bank account closure, and even criminal fraud charges in egregious cases. Only file legitimate chargebacks. Success rate for legitimate disputes: 85-90%.

FTC "Click to Cancel" Rule (Effective May 14, 2025)

The FTC's "Click to Cancel" rule (announced October 16, 2024, effective May 14, 2025) addresses subscription traps and difficult cancellation processes that plague online shopping.

Click to Cancel Rule Details (Click to expand)

Key Requirements (Effective May 14, 2025):

"As easy to cancel as sign up": If you signed up online, must be able to cancel online (no forcing phone calls)
No "dark patterns": Deceptive web design that tricks consumers into subscriptions or makes cancellation difficult
No chatbots/representatives required: If sign-up was click-based, cancellation must be click-based (no forcing chat with retention specialist)
Clear disclosure: All material terms must be disclosed before charging
Consent required: Must obtain clear consent before charging (no pre-checked boxes for recurring charges)

FTC Enforcement Actions (2024-2025):

Grubhub: $140 million settlement (paid $25M based on inability to pay) - junk fees and difficult cancellation
Care.com: $8.5 million - made cancellation "impossible" through complex processes
Match Group: $14 million - deceptive billing and cancellation practices in online dating
Amazon: Sued for "dark patterns" making Prime cancellation difficult (case ongoing)
Adobe: Sued for hidden termination fees and complex cancellation

What To Do if Stuck in Subscription Trap:

Document all cancellation attempts (screenshots, emails, phone call notes)
Try every cancellation method: online, phone, email, chat
If unsuccessful after multiple attempts, file FTC complaint at ReportFraud.ftc.gov
Dispute charges via credit card chargeback citing "difficult cancellation process" and "continued charges after cancellation attempt"
After May 14, 2025, violations are direct FTC Act violations (stronger enforcement)

COMPLAINT VOLUME:

FTC received 70 subscription-related complaints per day in 2024 (up from 42/day in 2021) - 150% increase. The Click to Cancel rule is FTC's response to this growing problem. Complaints have real impact - they led to the $339 million in consumer refunds the FTC secured in 2024.

Counterfeit & Fake Products

Counterfeit Epidemic: 70% of consumers received counterfeit goods at least once. Counterfeit goods represent 3.3% of global trade ($464 billion annually). Amazon removed 15 million fake products in 2024 (up from 7 million in 2023). Platforms take counterfeits very seriously - success rates are highest for counterfeit claims.

How to Prove an Item is Counterfeit

Authentication services: Third-party authentication (Entrupy, LegitCheck, Authenticate First) provide certificates - these SIGNIFICANTLY strengthen your claim
Brand verification: Contact the brand directly - many luxury brands (Louis Vuitton, Gucci, etc.) will verify authenticity
Serial numbers: Check serial numbers with manufacturer - counterfeit serial numbers often don't exist in brand's database
Quality indicators: Document poor stitching, misspellings, wrong fonts, cheap materials, incorrect packaging
Price too good to be true: Genuine luxury items rarely sell for 70%+ off retail
Comparison photos: Side-by-side photos of your item vs authentic item from brand's website

Platform-Specific Counterfeit Processes

Amazon A-to-Z (Counterfeit)

• Success rate: 98% with proper evidence
• Amazon takes counterfeits extremely seriously (Counterfeit Crimes Unit investigates)
• Provide: Authentication certificate, comparison photos, brand verification, serial number check
• Amazon often removes entire seller accounts for counterfeit violations
• File within 90 days of purchase

eBay Money Back Guarantee (Counterfeit)

• Success rate: 95%
• NO RETURN REQUIRED: For counterfeit items, eBay processes refund and requires you to destroy the item (not return it)
• Third-party authentication certificate strongly recommended
• File within 30 days of delivery
• eBay may ban seller and report to authorities

PayPal SNAD (Counterfeit)

• Counterfeit = "materially different from description" (covered under SNAD)
• File within 30 days (changed July 1, 2024 from 180 days)
• May require you to return item at your expense with proof of delivery
• Authentication certificate helpful but not always required

Credit Card Chargeback (Counterfeit)

• Reason: "Merchandise not as described" or "Counterfeit merchandise"
• File within 60-120 days (card network dependent)
• Strong evidence essential: authentication certificate, brand verification letter, comparison photos
• Success rate: 85-90% with proper documentation

Why Platforms Prioritize Counterfeit Claims

Platforms face massive legal liability for facilitating counterfeit sales. Selling counterfeits violates trademark law, and platforms can be sued by brands for contributory trademark infringement. This is why:

• Amazon created dedicated Counterfeit Crimes Unit (CCU) that works with law enforcement
• eBay doesn't require return of counterfeit items (destroying evidence of the sale)
• Platforms permanently ban sellers with counterfeit violations
• Success rates for counterfeit claims are significantly higher than other dispute types

7 Common Mistakes That Reduce Your Refund Chances

1. Missing Platform Dispute Windows

PayPal reduced SNAD window from 180 days to 30 days on July 1, 2024. eBay is 30 days. Amazon is 90 days but requires contacting seller first and waiting 2 days. Once these windows close, your only recourse is credit card chargeback (60-120 days). Check timeframes immediately when issues arise.

2. Not Documenting Evidence

Take photos/videos immediately upon receiving item (before opening packaging if possible). Screenshot product listings before they change or disappear. Save all communication with seller. Keep tracking info. Without evidence, it's your word against the seller's.

3. Skipping Merchant Contact First

Amazon A-to-Z requires seller contact first (wait 2 business days). eBay requires 3 business days. PayPal has 20-day dispute phase. Platforms will close your claim if you didn't contact seller first. Many issues resolve quickly at merchant level.

4. Filing Friendly Fraud (Chargeback Abuse)

Filing chargeback when you received item as described is fraud. 61% of chargebacks are friendly fraud. Consequences: permanent merchant ban, card flagged as high-risk, account closure, criminal charges in egregious cases. Only file legitimate disputes.

5. Not Using UK Section 75 for High-Value Purchases

UK buyers with purchases £100-£30,000 paid (even partially) by credit card have joint liability protection under Section 75 - often more powerful than platform disputes or chargebacks. Explicitly state "Section 75 claim" when contacting card company. Success rate: 90-95%.

6. Paying with Bank Transfer or Debit Card

Bank transfers have almost no buyer protection. Debit cards have weaker chargeback rights than credit cards (money leaves your account immediately). For online shopping, use: credit card (best protection) > PayPal (30-day SNAD) > debit card (limited) > bank transfer (worst). Never use bank transfer for unknown merchants.

7. Assuming Shopify Has Buyer Protection

Shopify does NOT have buyer protection (Shopify Protect is for merchants only). When buying from independent Shopify stores, rely on merchant's policy, credit card chargebacks, UK Section 75, or PayPal protection. Research merchant thoroughly before purchasing - check reviews, BBB rating, domain age.

Real Recovery Examples & FTC Enforcement

FTC Enforcement Actions (2024-2025)

Grubhub - Junk Fees & Difficult Cancellation$140M

FTC and Illinois AG secured $140 million settlement (Grubhub paid $25 million based on inability to pay) over junk fees, click-to-cancel violations, and deceptive practices. December 2024.

Key Violation: Made cancellation difficult, charged undisclosed fees, misrepresented delivery times.

Match Group - Deceptive Dating App Practices$14M

FTC secured $14 million settlement requiring Match Group to stop deceptive advertising and billing practices, including difficult cancellation processes. August 2025.

Key Violation: Complicated cancellation, continued charges after cancellation requests, deceptive subscription terms.

Care.com - "Impossible" Subscription Cancellation$8.5M

FTC alleged Care.com made it "impossible" for consumers to cancel subscriptions through complex processes. $8.5 million settlement. August 2024.

Key Violation: Violated FTC Act and ROSCA by making cancellation unreasonably difficult.

2024 Total Consumer Refunds (FTC Actions)$339M

FTC actions led to more than $339 million in refunds to consumers in 2024 across all enforcement actions. This demonstrates the real impact of filing FTC complaints at ReportFraud.ftc.gov.

Consumer Recovery Examples

$2,400 Counterfeit Laptop Recovery (Amazon A-to-Z)

Issue: Purchased "new" MacBook Pro for $2,400 from Amazon Marketplace seller. Received counterfeit with fake serial number, wrong specs, poor build quality.

Action: Contacted seller (no response). Filed A-to-Z claim after 2 days with: comparison photos of real vs fake, Apple verification showing serial number didn't exist in their database, detailed spec differences.

Outcome: Full $2,400 refund within 5 days. Amazon banned seller and referred case to Counterfeit Crimes Unit. No return required (Amazon instructed disposal).

£895 Designer Bag Recovery (UK Section 75)

Issue: Purchased £895 designer handbag from independent UK website (paid £100 deposit on credit card, rest on debit). Received obvious counterfeit with misspellings, wrong hardware, cheap leather.

Action: Merchant refused refund (claimed "all sales final"). Filed Section 75 claim with credit card company (explicitly stating "Section 75 of Consumer Credit Act"). Provided: authentication report from Authenticate First (£30), comparison photos, merchant's refusal email.

Outcome: Full £895 refund (even though only £100 paid on credit card - Section 75 covered entire purchase). Refund within 3 weeks. Joint liability meant card company couldn't refuse.

$127 Subscription Trap Recovery (Credit Card Chargeback)

Issue: Signed up for "free trial" of meal kit service. Attempted to cancel before trial ended. Website made cancellation impossible (required phone call to number that never answered). Charged $127 for first month.

Action: Attempted cancellation 6 times (documented each attempt with screenshots and call logs). Filed FTC complaint at ReportFraud.ftc.gov. Filed credit card chargeback citing "difficult cancellation process" and "dark patterns."

Outcome: $127 chargeback approved within 45 days. FTC complaint contributed to investigation (company later fined). This occurred before Click to Cancel rule - after May 14, 2025, this violation would be direct FTC Act violation.

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Frequently Asked Questions

What happened to PayPal's 180-day buyer protection window?

Can I get a refund for a counterfeit product I bought online?

What is the UK 14-day cooling off period and when does it apply?

What is UK Section 75 credit card protection and how is it different from chargebacks?

How do I file a credit card chargeback for an online shopping dispute?

Who pays for return shipping if an online purchase is faulty or not as described?

What is the FTC "Click to Cancel" rule and when does it take effect?

Can I dispute a purchase if I simply changed my mind after receiving it?

What is "friendly fraud" and why should I avoid it?

Does Shopify have buyer protection like Amazon or eBay?

Take Action Now

1

Use the Calculator Above

Enter your specific situation to get personalized guidance on success rates, timeframes, and next steps based on platform, issue type, payment method, and jurisdiction.

2

Document Everything Immediately

Photos/videos of item received, screenshots of product listing, tracking info, all communication with seller. Evidence is critical for all dispute mechanisms (platform, chargeback, Section 75).

3

Check Timeframes - Act Quickly

PayPal SNAD: 30 days (changed July 2024). eBay: 30 days. Amazon: 90 days. Credit card: 60-120 days. UK Section 75: No strict limit. Most windows are 30 days - don't delay.

4

Start with Platform Protection

Amazon A-to-Z, eBay Money Back, PayPal SNAD, Etsy Purchase Protection are often faster than chargebacks (days vs weeks). Use chargebacks as backup if platform disputes fail or windows close.

5

File FTC Complaint (US) or Citizens Advice (UK)

US: ReportFraud.ftc.gov - FTC recovered $339M for consumers in 2024. UK: Contact Citizens Advice for guidance on Consumer Rights Act, Section 75, and 14-day cooling off. These complaints lead to real enforcement.

Calculate Your Compensation

Online Shopping Dispute:Item Not As Described or Counterfeit