We unpack how to solve online order issues.
If your online purchase didn’t arrive and you couldn’t get a refund, follow the steps below to sort it out.
Let’s solve this, step by step.
There are four steps to resolution. But more often than not, you can do it in less.
Work with the business directly.
The fastest way to reach a solution is to contact the business and ask them to replace your missing package or provide a refund.
If you’ve reached out already and your issue is still unresolved, please proceed to the next step.
Continue to the next stepCancel your order and request a refund.
If you didn't receive your package within 30 days of the delivery date, or within 30 days of your purchase if no date was given, you can cancel the order and request a refund.
After you fill out the correct form, send it to the business in a way that shows proof of delivery, like email, mail or fax. Keep copies for your records and follow up to confirm receipt. The business has 15 days to refund you the total amount.
If 15 days have passed since you sent the form to the business and your issue isn’t resolved, continue to the next step.
Request a credit card chargeback.
Download the form below to request a reversal of charges from your credit card provider.
After you fill out the form, send it to your credit card company in a way that shows proof of delivery, like email, mail or fax. Keep copies for your records and follow up to confirm receipt. The credit card company must acknowledge your request within 30 days and reverse the charges within two billing cycles or 90 days — whichever is earlier.
If 90 days have passed since you submitted the form and your issue isn’t resolved, continue to the next step.
If all else fails, submit a complaint.
If you’ve completed steps 1–3 and haven’t received a refund from the business or your credit card provider, click below to submit a complaint. We’ll assess the situation and guide you on next steps.
Learn more about your rights at ConsumerProtectionBC.ca.