Online order never arrived

First, the retailer's responsibility

Under the Consumer Rights Act 2015, goods remain the trader's responsibility until they reach you. If they haven't arrived, it's the retailer — not the courier — you should chase.

Chargeback for any amount

Chargeback has no minimum spend, so it's often the best route for smaller orders and for debit cards. The window typically runs 120 days, and for non-delivery it's often counted from the expected delivery date.

Section 75 for items over £100

If a single item cost over £100 and you paid by credit card directly to the retailer, Section 75 may apply. Marketplace and processor payments can complicate this — see our PayPal and processors guide.

Scam websites

If the shop was fake, tell your bank immediately and report to Action Fraud. A chargeback is still worth raising.