How-To
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What to Do If an Online Store Sends the Wrong Item

Document the error and request the correct product or refund.

Quick Answer

Photograph the item/package, keep order information, and use the retailer's official order-help or return process.

Step by Step

  1. Use the merchant, marketplace, carrier, bank, or card issuer's official website/app rather than a link in an unexpected email or text.
  2. Photograph the item/package, keep order information, and use the retailer's official order-help or return process.
  3. Save receipts, order numbers, tracking details, cancellation notices, and relevant communications.
  4. For unresolved billing or delivery problems, follow the official merchant/payment-provider escalation process and observe any applicable deadlines.

If That Doesn't Work

  • Pending authorizations, merchant billing names, refund timing, and dispute rights vary by merchant, financial institution, payment network, and transaction type.
  • Never send passwords, one-time verification codes, full card credentials, or remote computer access to someone who contacts you unexpectedly about an order or payment.