Paid for something online and it never turned up — or it arrived far too late and the seller
won’t refund? Under the Australian Consumer Law, a seller who takes your money has to deliver within the time they
promised, or within a reasonable time if none was set. When they don’t, you are entitled to a refund — and you can
back it up with a card chargeback and, if needed, your state consumer tribunal.
Your rights when an order is not delivered
When a business accepts your payment for goods, the Australian Consumer Law requires it to supply them within the
period it specified at the time you paid, or within a reasonable time if no period was given. If the goods never
arrive, the seller has failed to supply what you paid for, and you can demand a full refund of the amount you paid.
This applies whether you bought from an online shop, a marketplace, or a social-media seller.
What to do
- Send a formal refund demand. Put it in writing: what you ordered, what you paid, that it was
never delivered, and a clear deadline (14 days) to refund you in full. A dated demand on the record strengthens
every step below. - Request a chargeback. If you paid by credit or debit card or through PayPal, ask your card
issuer or PayPal to reverse the payment for goods you never received. Chargebacks have time limits, so do it soon. - Use the marketplace’s buyer protection. If you bought through a marketplace or platform, open
a dispute through its own buyer-protection process. - Complain to fair trading. Your state or territory consumer protection / fair trading office can
help resolve it with the seller. - Apply to your state tribunal. For a consumer-trader dispute, your state or territory’s consumer
tribunal or court can order the refund — usually for a modest fee and without a lawyer. - If it was a scam seller — a fake or vanished site, no replies, prices too good to be true —
report it to Scamwatch (the National Anti-Scam Centre) and the ACCC. Be aware that a demand may never reach a real
business, so a chargeback and a scam report are the realistic routes to getting your money back.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who owes you?
2. How much?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
Do it yourself, or have the demand drafted
You can write the refund demand yourself for free. If you would rather have a correct, firm demand drafted and
sent for you, Claim Done drafts a formal refund demand under the Australian Consumer Law for a flat $49,
sets out your chargeback and escalation options, and sends it to the seller once you approve it.
Start your refund
demand.
Frequently asked questions
My online order never arrived — can I get a refund?
Usually yes. Under the Australian Consumer Law a seller who accepts your payment must supply the goods within the
time they specified, or a reasonable time if none was given. If they do not, you are entitled to a refund of what you
paid.
What if the seller just ignores me?
Send a dated refund demand with a 14-day deadline, then escalate: a chargeback through your card issuer or PayPal,
the marketplace’s buyer-protection process, your state fair trading office, and your state consumer tribunal or court.
A written demand on the record strengthens each of those.
Can I do a credit-card chargeback?
If you paid by credit or debit card or through PayPal, you can usually ask your card issuer or PayPal to reverse the
payment for goods you never received. Chargebacks have time limits, so act promptly; a demand to the seller first
supports the claim.
What if it was a scam website?
If the seller looks like a scammer, a demand may never reach a real business. In that case a card chargeback and a
report to Scamwatch and the ACCC are your realistic routes to getting your money back.
How long should I wait before I complain?
As long as the delivery time the seller specified when you paid. If none was given, the law allows a reasonable time
for your kind of order; once that clearly passes with no delivery, you can demand a refund.
Do I need a lawyer?
No. This is a straightforward consumer refund, and your state consumer tribunal is designed to be used without a
lawyer if it comes to that.
What happens when you send a Order Not Delivered
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a Order Paid For But Never Delivered — Refund Demand drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a Order Paid For But Never Delivered — Refund Demand from the answers you give about your situation for a flat $49 AUD. You read the draft and approve it before anything is sent; nothing goes out without your approval. Start at claimdone.com.au/begin/?service=order-not-delivered-refund. Claim Done is not a law firm and does not give legal advice.
How much does a Order Paid For But Never Delivered — Refund Demand cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. Email delivery is free; registered post is $29 extra. It covers every Australian state and territory.
Do I need a lawyer to send a Order Paid For But Never Delivered — Refund Demand in Australia?
No. There is no legal requirement to use a solicitor to write or send a Order Paid For But Never Delivered — Refund Demand; many people send their own. Claim Done drafts it for you and you approve it before it is sent.
What does Claim Done do that a free Order Paid For But Never Delivered — Refund Demand template doesn't?
It drafts the Order Paid For But Never Delivered — Refund Demand from your own facts under your state's law, naming the right Act and, where it applies, the tribunal, regulator or court that comes next if they do not respond. Nothing is sent until you approve it. Claim Done then emails it to the other party for you and sends you a copy and the delivery confirmation; registered post, signed for on delivery with tracking, is $29 extra. The key dates in the letter are listed on your dashboard.