I placed an order online and the merchant can't fulfil it, what should I do?

You should contact the seller directly and arrange for them to refund you if you haven’t received the goods or service you paid for. If they refuse, there are a few options 

  • If you paid using your debit card, we may be able to help you get your money back. Read our debit card help page for more information
  • If you paid by credit card, you can claim under Section 75 of the Consumer Credit Act through your credit card company. Read our page on protecting your purchases for more information
  • If you paid through an intermediary like PayPal, check their site to see if you can claim through them. Many of these intermediaries have enhanced buyer protection policies
  • For payments made using cash, Bank Transfers, standing orders or Direct Debits, you’ll need to contact the merchant directly to arrange a refund.