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.
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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.
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.
Friendly fraud is eroding legitimate consumer protections. Filing chargebacks for items you received (claiming non-delivery when the item arrived) is wire fraud, a federal crime. Only file chargebacks for legitimate disputes with proper documentation.
Follow these steps in order to maximize your chances of getting a refund:
Timeline: Within 24-48 hours of identifying issue
Send a clear, professional email or platform message stating:
Success Rate: 60-70% of issues resolved at this stage
Create a comprehensive evidence folder:
Critical: This documentation is required for all escalation methods
Timeline: If seller doesn't respond within 5-7 days or refuses refund
Amazon A-to-Z
90-day window
90% success rate for INR
eBay Money Back
30-day window
88% success rate
PayPal Protection
180-day window
85% success rate for INR
Timeline: If platform dispute fails or no platform protection
Call your card issuer within 60 days (up to 120 days for some issuers)
Success Rate: 85% for INR, 75% for SNAD with good documentation
File complaints with regulatory agencies (even if you got your refund):
Your complaint helps regulators identify patterns and take enforcement action
For third-party sellers on Amazon
How to File:
Tip: If seller doesn't respond in 5 days, Amazon auto-approves buyer claim
Covers virtually all eBay purchases
How to File:
Warning: Filing credit card chargeback closes eBay case - choose one path
Covers eligible PayPal purchases
How to File:
Tip: 180-day window is longer than most platforms - use for older purchases
Final safety net for all purchases
How to File:
Note: Most issuers require filing within 60 days - don't wait
Federal consumer protection law (United States)
How to Enforce: File complaint at ReportFraud.ftc.gov. The FTC uses complaint data to identify violators and bring enforcement actions. In 2024, the FTC distributed $337.3 million in consumer refunds.
Mandatory 14-day cooling-off period for distance sales
Important: These rights are mandatory and cannot be waived by seller's terms and conditions. Any "no returns" policy attempting to override the 14-day right is illegal and unenforceable.
30-day rejection right plus 14-day cooling-off for distance sales
Comprehensive answers to common e-commerce refund questions
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