Formal EU Escalation

You generally cannot use the EU ODR platform for a new dispute today, and it was never a good fit for forcing a non-EU seller to take part. For a seller outside the EU, your next step is usually the seller’s own complaint route, the marketplace’s dispute process, or your payment provider’s dispute/chargeback process.

First, check who the legal seller actually is. Do not rely only on the brand name or fulfilment warehouse. Look at the order confirmation, invoice, and seller legal information for:

• the company name
• the registered address or country
• any wording like “seller of record,” “merchant,” or “trader”

This matters because a marketplace listing can be shipped from the EU while the legal seller is still outside the EU.

If the seller has an EU legal establishment, ask that seller or the marketplace which dispute body they use in that country. The ODR platform itself is no longer the route to start a complaint, but an EU-established trader may still have a national ADR or internal complaints process. Ask for the exact dispute channel, the case number, and the deadline to submit it.

If the seller is truly non-EU, the ODR route is usually not available to you. In that case, move to the channel that can still act on the transaction:

• Marketplaces: use the order dispute or buyer protection process, and quote the order number and the seller name exactly as shown on the order page.
• Card or wallet payment: ask whether you can open a chargeback or payment dispute. Give the transaction date, amount, merchant name, and a short summary such as non-delivery, wrong item, or return not refunded.
• Bank transfer: ask your bank what proof it needs to investigate the transfer and whether it can recover the payment.
• Small claims or local court route: this depends on where the seller is established and where the contract says disputes must go, so check the seller’s legal address before you spend time on this.

Save the evidence that will matter in any of these routes:

• order confirmation and invoice
• seller legal name and address
• message thread with the seller or marketplace
• payment receipt
• tracking page or delivery status, if delivery is the issue
• any ODR complaint reference if you already opened one before the platform closed

If you already had an ODR case open, keep the case number and download any messages or documents you still have access to. Then move the dispute to the marketplace, seller, or payment provider, because the ODR platform is not where you should start a new case now.

Practical tip: screenshot the seller’s legal address before you contact anyone, because that one detail usually decides whether the dispute belongs with the seller’s EU route or with your payment provider.

Contact ECC-Net when the marketplace dispute is no longer moving forward or the seller is in another EU country and you need help with a cross-border consumer complaint. If the platform is still actively handling your case and gives you a clear internal appeal route, finish that first unless the seller has already given a final refusal or stopped responding.

The main thing to check today is whether your dispute is still a platform matter or has become a cross-border trader dispute. ECC-Net is most useful when you have a problem with a trader based in another EU country, and the platform process has stalled, failed, or ended without a solution.

Do this in order:

• Check the seller’s location on the order page, invoice, or seller details. If the seller/trader is based in another EU country, ECC-Net may be relevant.
• Open your case status and look for the last clear platform decision: approved, rejected, closed, escalated, or waiting for seller response.
• If the platform still offers a real next step, use it first. If you only have an automatic reply or the seller has ignored you for a long time, that is a good point to switch to ECC-Net.
• Save the order number, tracking number, payment proof, and all messages with the seller and platform. ECC-Net will usually need a short timeline of what happened and what outcome you already tried to get.

Contact ECC-Net instead of continuing platform disputes if:

• the marketplace says the matter is closed and you have no further in-platform appeal;
• the seller keeps refusing to respond or is giving repeated, non-answered template replies;
• the problem is cross-border and the seller/trader is in another EU country;
• you want help understanding which consumer route is realistic after the platform process has failed.

Keep the platform dispute open if:

• the case is still within an active review or evidence-upload stage;
• the platform has asked for more documents and a deadline has not passed yet;
• a seller refund or return request is still being processed inside the platform system.

ECC-Net is not the right first contact if the issue is mainly with your bank, card chargeback, or payment-provider process. In that case, contact the payment provider separately and ask what evidence they need for a dispute, because ECC-Net cannot replace that procedure.

When you contact ECC-Net, include:

• order number and date
• seller name and country, if shown
• the platform’s final decision or last status message
• screenshots of the dispute result
• tracking updates, if the problem is non-delivery
• proof of payment and any refund message, if money is missing

The one fact that matters most is where the trader is based. If you cannot find it, check the seller profile, invoice, or legal information page before you decide whether ECC-Net is the right escalation.

Practical tip: write a one-paragraph timeline now, with dates, status changes, and the exact wording of the last platform reply, so you can send it quickly if ECC-Net becomes the next step.

If the seller refuses to engage in the EU ODR process, the ODR route will usually not get you a resolution on its own. Save the refusal and move to a different escalation channel, especially your local European Consumer Centre (ECC-Net) or your national consumer authority.

Do this in order:

• Save proof of the ODR failure.

Keep the ODR case reference, the seller’s refusal message, and the date/status shown in the ODR file. If the seller never replied, save the page that shows that too. Those details matter because they prove you tried the formal route and show whether the problem is an outright refusal or simply no response.

• Gather the key order evidence.

You do not need every document, but you should have:

• the order number
• the seller’s name and contact details from the order confirmation
• the product description or listing
• any messages where you asked for a remedy
• proof of payment
• the ODR reference and refusal wording
• Contact ECC-Net if this is a cross-border EU consumer dispute.

ECC-Net is relevant because it helps consumers with disputes involving traders in another EU country. When you contact them, say clearly:

• that you already opened an ODR case
• that the seller refused to take part, or did not respond
• what outcome you want, such as repair, replacement, refund, or another remedy
• the ODR case number and seller details

This helps them see quickly whether they can intervene or whether they should direct you to the correct body in the seller’s country.

• Contact your national consumer authority or consumer protection office if ECC-Net cannot take the case.

Ask which complaint route applies when a seller refuses ODR participation and whether your case can be referred to an alternative dispute resolution body. Include the same evidence set, especially the ODR case number and the seller’s refusal wording.

• If you bought through a marketplace, open the marketplace’s own dispute channel as well.

ODR is separate from the marketplace process. The platform may have its own buyer-protection or complaint route, and it can sometimes act even when the seller refuses ODR. Use the marketplace order ID and the same refusal proof so the platform can match the complaint to the right order.

• If you paid by card or another payment service, check whether a separate payment dispute is still possible.

This depends on your payment method and the time since payment. Look in your card or payment account for the transaction date and any dispute deadline, and ask whether the seller’s refusal in ODR helps support your claim. Do not assume the payment provider will accept the case automatically; the rules depend on the provider.

If the seller’s reply is unclear, ask them in writing whether they are refusing the complaint itself or only refusing to use the ODR platform. That wording can matter when you later show ECC-Net, a consumer authority, or a payment provider what happened.

Practical tip: Keep one folder with the ODR case number, the seller’s refusal, and the order confirmation, because those three items usually make the next escalation much faster.

If you are not satisfied with ECC-Net’s help, the next step is usually to move the case outside ECC-Net. In practice, that means using your national consumer authority or consumer body, and, if the dispute is still not resolved, considering legal action in the country and procedure that apply to your case.

Start by collecting the file you will need for any escalation:

• your order number
• the ECC-Net case reference
• the last written reply from the seller, marketplace, or carrier
• any tracking event, refund refusal, or return message that shows where the dispute stands

That matters because the consumer authority or court will usually need to see what happened, what you already asked for, and what ECC-Net did before you escalate further.

Then check one key point: is ECC-Net’s work simply finished, or is the case still open and moving slowly? If it is still open, ask ECC-Net in writing for a clear status update and a summary of what they have done so far. If you were only given informal advice, ask for the conclusion in writing so you can reuse it in the next complaint.

If you want to escalate formally, contact your national consumer authority or other consumer protection body in your country and ask whether they handle cross-border online purchases or parcel disputes. Include:

• the ECC-Net reference number
• the seller or marketplace name
• the order date and order number
• the exact problem, such as non-delivery, damaged goods, or a refused refund
• any message that shows the seller’s final position

Ask them two direct questions: whether they can review the case, and what document they need first. That avoids sending a long complaint that misses the one attachment they need.

If the seller has already given a final refusal, that is useful evidence. If there is no final refusal yet, try to get one in writing before escalating further. A clear refusal, a closed complaint, or a tracking status that shows the parcel was returned, delivered, or lost can all change the next step.

If you are thinking about legal action, first check which court route applies to your dispute. That depends on the seller’s country, the contract terms, and the amount in dispute. If your case is cross-border within the EU, ask whether the European Small Claims Procedure is available for your claim. A local consumer body, legal aid service, or lawyer can tell you whether that route fits your case and what filing documents they need.

If the issue involves a marketplace order, keep the marketplace complaint record separate from the seller’s messages. Courts and consumer authorities often want to see whether you used the platform’s own complaint channel before escalating.

Practical tip: save everything in one folder with the same case name so you can send the ECC-Net reference, order number, and final seller reply together without searching again.

You usually need enough information for the consumer authority to identify the seller, the transaction, the problem, and what you already did to try to solve it. In practice, that means your complaint should clearly show who sold the item, what you bought, when you bought it, what went wrong, and which evidence supports your claim.

Start by collecting these core details:

• Your name, contact details, and postal address
• The seller’s name, website, marketplace name, and any business address shown on the order page
• The order number, invoice number, or transaction reference
• The purchase date and the amount paid
• The payment method used
• The delivery address, if the problem is about a parcel
• The tracking number and the latest tracking status, if there is one

Then describe the problem in a short timeline. Include the date you ordered, the promised or estimated delivery date, the date the issue started, and what happened after that. If the parcel is missing, damaged, delayed, misdelivered, returned, or stuck in customs, say so plainly and add the exact tracking event or message you saw.

Also include what you already tried to resolve it:

• Messages or emails sent to the seller or marketplace
• Their replies, including dates
• Any refund, replacement, or return request you made
• Any reference number they gave you

This matters because the authority will usually want to see that you tried the normal complaint route first. If you contacted the seller but got no response, say when you wrote and attach the message. If the seller gave a case number or return label, include that too.

If the complaint concerns non-delivery, the most useful evidence is the order confirmation, payment proof, and tracking page showing the last known status. If the complaint concerns a damaged or wrong item, add photos of the parcel, the label, the item, and the packaging as it arrived.

If your case involves a cross-border marketplace order, one important detail is whether the seller is based in your country, another EU country, or outside the EU. That can affect which authority is relevant and what they can do. Check the seller’s legal name and address in the order confirmation, invoice, or marketplace account page before you file.

If the authority offers a form, use the exact fields they ask for and attach files in the format they accept. If you are unsure what counts as mandatory, look for the form’s required sections, help text, or submission checklist on the authority’s site. Save a copy of everything you submit, including the date and any case number.

If your issue is not just a delivery delay but also a refund or return dispute, include the date you requested the refund, the amount, and the seller’s answer. If the problem is a customs hold, add any notice from customs or the carrier, because the authority will need to see whether the delay is with the seller, the parcel operator, or customs.

Practical tip: put the order number, tracking number, and seller reply dates at the top of your complaint so the authority can sort your case faster.

Yes, possibly — but the answer depends on the exact breach, the damage you can prove, and which country’s rules apply. In many cases, you can first ask for the normal consumer remedy, then separately seek compensation for proven loss if the seller’s failure caused it.

Start by separating “getting your money back” from “compensation for damage.” A refund, repair, replacement, or price reduction is about the order itself. Compensation is for extra loss, such as a repair bill, return postage you should not have had to pay, or other direct financial damage caused by the seller’s non-compliance.

Do this in order:

• Check who the seller is in the order confirmation, invoice, or marketplace receipt. That tells you who is responsible for the sale.
• Save the order page, product description, messages, tracking status, and any notice that shows the seller did not comply with EU consumer rules. The exact wording matters.
• Write to the seller and say:
• what rule or promise was breached, in plain terms
• what damage you suffered
• how much compensation you want
• which evidence supports it
• a clear deadline for reply

If the seller used a marketplace, also check whether the platform has a complaint or dispute process. The platform may help with the transaction, but the seller is usually still the main party to the contract unless the platform itself was the seller. Use the seller name on the invoice and the order details to work out which one you are dealing with.

If you had a financial loss, keep the proof that links it to the seller’s failure:

• photos of the damaged item or the faulty packaging
• repair estimates or invoices
• return shipping receipts
• screenshots of misleading product details or missing legal information
• any tracking event or delivery record that shows the problem happened during the transaction

If the seller refuses or ignores you, your next route depends on where the seller is based and where you are:

• If the seller is in another EU country, your national European Consumer Centre may help with a cross-border complaint.
• If the seller is outside the EU, the available route depends on the seller’s location, the marketplace’s dispute system, and your payment method.
• If the loss is significant, or if you suffered injury or major property damage, you may need formal legal advice because the claim may fall under different rules.

Do not rely on a compensation claim alone if you still need the basic remedy. Ask for the refund, repair, replacement, or other remedy first, and state that you are also reserving the right to claim additional proven damages. That keeps the loss claim separate from the order dispute.

If you paid by card or another payment service, check whether a payment dispute is still possible for the transaction, but use it as a separate track from the consumer complaint. Ask the provider what evidence they need and quote the order number, seller name, and the date the problem became clear.

Practical tip: keep one file with the order confirmation, seller messages, photos, and receipts, because a compensation claim is much easier when you can show both the breach and the exact amount of your loss.

Yes, you can usually complain, even if the seller is based in another EU country. But a national consumer authority does not always get you a refund directly; in cross-border cases it may mainly refer the case, coordinate with the authority in the seller’s country, or tell you which dispute route is most effective.

Start with the seller’s legal identity and country. Check the order confirmation, invoice, or website footer for the seller’s registered name and EU country. That matters because the competent authority is often linked to the trader’s country, not yours.

Then collect the key evidence before you file anything:

• your order number and order date
• the refund request you sent, including the date
• the seller’s reply, or proof that they did not reply
• screenshots of the order page, payment record, and any tracking or delivery status if delivery is part of the dispute

If the seller ignores you, complain to your national consumer authority or your country’s European Consumer Centre, if available. Ask specifically whether they handle cross-border complaints against a trader based in another EU country and whether they can forward the case to the competent body in the seller’s country. Include the seller’s legal name, country, order number, amount, and the date you first requested the refund.

If your complaint is about a marketplace order, do not rely only on the authority complaint. Also use the marketplace’s own dispute process if it has one, because a consumer authority case may help with enforcement but still not produce a fast refund.

If you paid by card, bank transfer, or a payment provider, check whether that provider has a separate dispute or chargeback route and what deadline applies. That deadline depends on the payment method and provider, so look at the transaction date and the provider’s dispute rules before you wait too long.

What you can realistically expect depends on the case:

• If this is one unpaid private order, the authority may give advice, forward the complaint, or try cross-border coordination.
• If the seller’s conduct suggests a wider consumer-law problem, the authority may be more likely to investigate.
• If you want your money back quickly, the seller, marketplace, or payment provider is usually the more direct route than a consumer authority alone.

Practical tip: keep one file with the order number, refund request date, seller country, and every message thread, because cross-border complaint bodies usually need those details to identify the trader and pass the case on.

If the marketplace says it is only an intermediary, do not treat that as the end of the dispute. Your next step is to identify the actual seller/trader on the order record and direct the claim to that party, while saving the marketplace’s refusal as proof that you tried to use its process.

Start by checking who the seller is in your order details, invoice, or confirmation email. Look for the legal trader name, business address, and any order or transaction number. That is the key fact that decides who you should complain to first. If the page only shows a display name, search the order page, receipt, shipping label, and email footer for the legal entity behind it.

Then collect the evidence that matters most for this specific problem:

• the order confirmation and product listing
• the payment receipt or card/wallet transaction record
• the message where the marketplace says it is only an intermediary and refuses help
• tracking screenshots, delivery status, or photos if the problem is non-delivery or a damaged item
• any seller messages, especially if they promised a refund, replacement, or delivery date

Send a written complaint to the seller/trader and ask for one clear outcome: refund, replacement, repair, or a written explanation of why they deny responsibility. Include the order number, payment reference, tracking number, and the exact wording the marketplace used when refusing help. Keep the message short and factual.

If the seller is unresponsive or denies the claim, go back to the marketplace and check whether its terms, buyer protection page, or complaint procedure still cover your order. The important question is not only whether it calls itself an intermediary, but whether it still offers any dispute handling, escrow, buyer protection, or “resolution centre” process for your purchase. Save the page showing the seller’s identity and the platform’s role, because that helps show whether the platform merely listed the item or also handled the transaction in a way that may matter later.

If you paid by card, bank transfer, or a wallet, check the payment provider’s dispute or chargeback process separately. That process is different from the marketplace complaint and may depend on the payment method and the date of payment. Use the transaction ID, order number, and the marketplace’s refusal message when you contact the bank or provider. Do not wait for the marketplace to change its mind if your payment deadline is running.

If the seller is in another country or the marketplace is cross-border, a consumer centre or consumer body may be useful after you have the seller identity and written proof of refusal. They usually need the trader name, country, order number, and the screenshots showing what the marketplace told you.

The one missing fact that matters most is who the contract is actually with: the seller named on the order or invoice, or the marketplace itself. Check that first, because it changes where you send the claim and what evidence you need.

Practical tip: save a single PDF or screenshot bundle with the order page, payment proof, tracking, and the marketplace’s refusal message before any status changes or messages disappear.

Use the body that matches who the trader is and what kind of dispute you have. As a rule, ECC-Net is the right first stop for a cross-border consumer dispute with a trader in another EU/EEA country, your local consumer office is the right first stop for a domestic dispute or for help finding the right route, and the EU ODR platform only matters for an online consumer-trader dispute if it is currently accepting cases.

Check these three facts first, because they decide the path:

• The seller’s legal name and country. Look at the order confirmation, invoice, or terms, not just the marketplace display name.
• Whether you bought as a consumer from a trader, or from a private seller. Consumer bodies usually handle trader disputes, not private-person sales.
• What the problem is really about: the seller’s promise, the carrier’s handling, customs, or a payment issue.

If the seller is in another EU country, Iceland, or Norway, start with your national ECC-Net office. ECC-Net is designed for cross-border consumer disputes, such as:

• item not delivered
• wrong or damaged item
• refund refused after a cancelled order
• warranty or return dispute with a foreign trader

When you contact ECC-Net, give them the order number, seller name and country, the delivery/tracking number, and the messages where you asked for a solution. That helps them see whether the trader is actually reachable through the ECC network.

If the seller is in your own country, your local consumer office is usually the better first contact. They can tell you whether the case belongs with a national authority, ECC-Net, or another body. This is especially useful when the seller’s country is unclear, the website is in another language, or the marketplace name does not match the legal trader name.

Use the EU ODR platform only if your case is an online consumer purchase and you want an out-of-court dispute route for that specific trader. Before relying on it, check whether the platform is currently open for new complaints in your case, because its status can change. The ODR route is about the sales dispute itself, not every parcel problem. If your issue is only with customs, import charges, or the courier’s handling, the ODR platform usually will not solve it unless the seller remains responsible under the sales contract.

If the problem is mainly one of these, choose a different first contact point:

• Payment taken but no order, or an unauthorized card/payment transaction: contact your bank or payment provider first and ask about a dispute or chargeback process.
• Parcel held by customs or extra import charges: check the customs notice or the courier’s import message, because consumer bodies cannot remove customs decisions.
• Lost, delayed, or misrouted parcel: contact the seller first if the seller is contractually responsible for delivery, and the carrier if you have a direct contract with it.

If you are unsure which body fits, send one short enquiry to your local consumer office first. Ask them, “Is this a cross-border trader dispute, a domestic consumer dispute, or a payment/carrier/customs issue?” Include your order confirmation and the latest tracking status.

Practical tip: save the screen showing the seller’s legal name, country, and the latest tracking event before you contact anyone, because those three details often decide which body can actually help.

Yes, you may still be able to escalate the dispute, but the route depends on where the seller is legally established. An EU delivery address does not by itself make an EU consumer body the right place to handle a dispute against a seller outside the EU.

The key point is this: the seller’s legal location matters more than the shipping destination. If the order was only shipped to an EU country, that can help with evidence and local delivery issues, but it does not automatically give an EU consumer authority power over a non-EU seller.

Do this in order:

• Check the order confirmation, invoice, and seller profile for the seller’s legal name and address.
• You want the registered business address, not just the warehouse or return address.
• If the seller has an EU establishment or the marketplace’s EU entity is the actual contracting seller, EU complaint routes may still apply.
• Open the marketplace’s dispute process first, if there is one.
• This is the fastest route when the marketplace handled the transaction or holds the payment.
• Keep the order number, tracking number, delivery status, screenshots of the item page, and all messages with the seller.
• If the seller is outside the EU and the marketplace does not solve it, contact your payment provider.
• Ask whether they offer a card dispute, chargeback, or payment claim for “item not received,” “wrong item,” or “not as described,” depending on the problem.
• Give them the order ID, payment date, tracking result, and proof that the seller’s own messages do not match the parcel status.
• If the problem is customs, VAT, or a parcel stopped at the border, contact the carrier or customs office rather than treating it as a seller dispute.
• A parcel being shipped to the EU does not mean customs issues are the seller’s fault.
• Save any customs notice, tax request, hold message, or return-to-sender scan.

For EU consumer bodies, the answer depends on the seller’s place of establishment and the complaint network involved. If the trader is outside the EU, an EU consumer centre may not be able to mediate your individual case, even if the parcel was delivered to an EU country. If you are unsure, check the seller’s address and the contract terms first, then ask your national consumer centre what route fits that seller location.

If you need to escalate, include the exact words shown on the tracking page, the delivery date or hold status, and the seller’s legal address. Those details often decide whether the case is treated as a delivery problem, a marketplace dispute, or a payment claim.

Practical tip: save a screenshot of the seller’s legal address and the tracking event before you escalate, because those two details usually decide which body can actually take your complaint.

Keep the evidence that ties one specific order to one specific problem. The strongest file usually includes the order record, payment proof, delivery or tracking record, and messages with the seller or marketplace, plus photos or videos showing the fault or the missing parcel issue.

Do this before you file anything:

• Save the order confirmation and order page.

Keep the order number, item name, price, seller name, order date, and expected delivery date if it is shown. A screenshot is better than a live page, because pages can change.

• Save payment proof.

Keep the card statement, PayPal record, bank transfer record, or other payment confirmation that shows the amount, date, and merchant name. This matters because it links your payment to the order.

• Save all messages with the seller or marketplace.

Keep the first message where you reported the problem, any replies, and any promises to replace, refund, or investigate. If you only have chats inside the platform, take screenshots that show the date and the order number.

• Save tracking and delivery evidence.

If the order is missing, keep the tracking page, delivery status, delivery date, and any proof of delivery photo, pickup notice, or signature record if available. If the parcel was marked “delivered” but you did not receive it, that wording is important to preserve exactly as shown.

• Save proof of the defect if the item is faulty.

Take clear photos or a short video of the damage, fault, missing parts, or wrong item. If possible, show the item next to the packaging and shipping label so the complaint can be linked to the same parcel.

If the problem is a missing order, the most useful proof is usually the tracking status, the delivery address on the order, and your payment record. If the problem is a faulty order, the most useful proof is usually photos or video of the defect, plus the order page and messages showing when you reported it.

A common trap is relying only on a live tracking page or a chat screen that can later disappear. Save screenshots with the date and time visible, and keep them as image files or PDFs, not only inside the app.

If you already contacted the seller, ask for a written response that names the order number and says whether they will refund, replace, or reject the claim. If you later need a formal consumer complaint, that reply shows what the seller already knew and how they responded.

The exact documents a complaint body wants can depend on the country, the seller, and whether you are complaining to the seller, marketplace, carrier, or a consumer authority. Check the complaint form or guidance page for the required evidence list, and match your file to that request.

Practical tip: Put every screenshot and document in one folder and name each file with the order number and date, so you can send the same proof quickly if the seller asks for more.

There is no single EU-wide deadline for filing a consumer complaint after a seller refuses a refund or replacement. The safe approach is to act immediately, because the real deadline depends on your country, the type of claim, and whether you are using a seller, marketplace, payment-provider, or formal consumer route.

If the seller has already refused in writing, use that date as your trigger and file the next complaint today. Do not wait for more back-and-forth, because some dispute windows start from the refusal date or from the first delivery/problem date, not from the end of negotiations.

First check which deadline actually applies:

• Seller or marketplace complaint: look for the platform’s case, appeal, or dispute deadline in the order page, help section, or message thread.
• Payment-provider complaint: check your card, PayPal, bank, or wallet dispute window separately. These deadlines are often different from consumer-law deadlines.
• Formal consumer complaint or legal claim: this depends on your country and on whether the problem is non-delivery, a defective item, a return refusal, or a refund dispute.

If you are unsure which route still has time left, act on the shortest likely deadline first. That usually means opening the marketplace dispute or payment claim before moving to a broader consumer complaint.

Save these items before the deadline moves:

• The seller’s refusal message, especially any wording like “final decision,” “case closed,” or “refund denied”
• Your original order number and payment reference
• The date you first asked for the refund or replacement
• Tracking or return proof, if you sent the item back or the seller says they never received it

If the seller refused because of a return issue, check the tracking status and the return address carefully. A common trap is sending the parcel back without a valid tracking number or to the wrong address, then losing proof when the seller disputes receipt.

If you plan to escalate, write a short complaint that states:

• what you bought
• what went wrong
• when you asked for a refund or replacement
• when and how the seller refused
• what you want now
• the order number and any case number

If you want the exact time limit, check the seller’s terms, the marketplace dispute rules, and your country’s consumer-complaint or limitation period. If those sources do not match, the shortest deadline is the one to treat as urgent.

Practical tip: send your complaint in a way that leaves a timestamped record, and include the seller’s refusal message in the same thread or attachment so the refusal date is easy to prove later.