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 an appropriate remedy. This may include:
- a refund
- repair
- replacement
- completing the service you paid for
- supplying the item you ordered, or
- another reasonable solution.
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
- is not as described
- cannot be repaired within a reasonable timeframe
- the seller is not responding to your attempts to resolve the issue, or
- you paid for an item, but the seller can no longer supply it because it is unavailable or out of stock.
Know your rights to a refund, replacement or repair
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.
Keep copies of:
- messages
- receipts and invoices
- tracking information
- screenshots of the listing
- information about:
- delivery,
- returns,
- warranties
- subscription terms.
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. Many platforms have strict time limits for reporting missing items, faulty products, unauthorised subscription charges and other disputes.
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
Buying from an overseas seller can make it harder to resolve problems if something goes wrong.
Before you buy, check:
- where returns need to be sent
- who pays return shipping costs
- the seller's return policy.
If you change your mind, the seller's return policy will usually apply. If the item is faulty, unsafe, or not as described, you may have rights to a remedy.
If there's a problem, act quickly. Check the seller's return policy and use any dispute resolution process offered by the online marketplace or payment provider.
Don't give up! If your first complaint doesn't resolve the issue, keep records of your communications and continue pursuing the available dispute options.
Note: going to the Disputes Tribunal is still an option if the seller is based overseas and 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
- products that are out of stock after payment has been taken
- delayed repairs or warranty disputes
- unexpected subscription renewals or ongoing charges
- misleading advertising.