If something goes wrong with an online purchase, there are steps you can take to resolve the issue and seek a remedy, such as a refund, chargeback, or dispute resolution. Follow these steps to resolve the issue.
Step 1 – Contact the seller
Contact the seller through the website or platform, explain what’s wrong and ask for a:
- refund
- repair or
- replacement.
You must give the seller a reasonable chance to fix the problem.
Your rights and the options available to you may depend on who sold the item.
If you bought from a business, you may have rights under the Consumer Guarantees Act and Fair Trading Act. The information below explains what you can do if your item does not arrive, is faulty or unsafe, or is not as described:
Sometimes it’s harder to get a remedy from an online seller, but it pays to persevere.
If you bought from a private seller, your rights may be more limited. However, you may still be able to act if the seller misled you about the item or sold you something that was significantly different from what was advertised.
Regardless of who you bought from, start by contacting the seller and keeping copies of messages, receipts, tracking information and screenshots of the listing.
Contacting the business with a complaint | Consumer Protection
Step 2 – Use dispute tools on the website, app, or marketplace you bought from
Most online platforms provide:
- refund and return processes
- dispute resolution tools
- buyer protection systems.
Check the platform's policies and timeframes as soon as possible so you don't miss any deadlines for raising a dispute.
Use these tools as soon as possible. This may help you avoid time limits. These dispute tools provide an additional layer of protection if you have issues with communicating with the seller.
Step 3 – Request a chargeback
If you paid by credit or with debit card:
- contact your bank
- ask for a chargeback.
A chargeback may allow your bank to reverse the payment if the goods do not arrive, are significantly different from what was advertised, or there has been another problem with the purchase.
Chargebacks have strict time limits — act immediately.
Step 4 – Escalate the issue
If the issue is not resolved:
- use other dispute resolution options
- take your case to the Disputes Tribunal to get an independent decision.
Get a final decision on a complaint | Consumer Protection
Buying from overseas sellers
- It may be harder to resolve problems with overseas sellers if something goes wrong.
- Don't give up.
Note: going to the Disputes Tribunal is still an option if the seller is based overseas but trading in New Zealand.
Common problems covered by this guidance
This guidance applies to common problems including:
- items that are not delivered
- faulty or unsafe products
- products that don’t match the description
- misleading advertising.