Package Never Arrived? How to Dispute It (Free Template)

Whether it says "delivered" and isn't there, or it never shipped at all, you have options.

Steps

1. Check the basics: neighbors, mailroom, safe spots, and the delivery photo if any. Wait 24–48 hours, since "delivered" scans sometimes come early.
2. Contact the seller, not just the carrier. In most cases the seller is responsible until the item reaches you, and they file the claim with the carrier.
3. Know the FTC rule: under the FTC Mail, Internet or Telephone Order Merchandise Rule, sellers must ship within the time they promised (or 30 days if none). If they can't, they must offer you the option to cancel for a prompt full refund.
4. Use marketplace protection such as Amazon's A-to-z Guarantee, eBay Money Back Guarantee or PayPal Purchase Protection. Each has its own filing window.
5. Dispute with your card issuer as "merchandise not received" if the seller won't fix it. Include tracking and your messages.
6. Report mail theft to USPS (uspis.gov) or a police report if theft is suspected. Some issuers ask for it.

Free template

Subject: Order [#] not received – refund or replacement request

Hello,

I ordered [item] on [date] (order #[number], $[amount]). [Tracking shows "delivered" on [date], but I did not receive it / The order has not shipped despite the promised date of [date].]

I've checked with neighbors and my building's mailroom. Please either send a replacement or issue a full refund to my original payment method within 7 days.

If this isn't resolved by [date], I will dispute the charge with my card issuer as merchandise not received.

Thanks,
[Name] | [Email]

General information, not legal advice. Rules vary by state, country and contract; check your agreement and card issuer's terms.