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.
Sometimes it’s harder to get a remedy from an online seller, but it pays to persevere.
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.
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 lets your bank reverse the payment.
Chargebacks have strict time limits — act immediately.
Step 4 – Escalate the issue
If the issue is not resolved:
- use a dispute resolution scheme
- take your case to the Disputes Tribunal to get an independent decision.
Disputes Tribunal(external link) – Disputes Tribunal
Buying from overseas sellers
- Overseas sellers may be harder to contact or engage with, which can make it more difficult to resolve issues if something goes wrong.
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.