On a marketplace, the seller is often a separate business from the website. The FTC explains what to check and who to contact when an order goes wrong.

This guide is based on the public sources listed at the end. We have not tested the products or services mentioned.

This is a short reference page. The full guide is Online Shopping Rights and Returns: UK, EU, US and Canada Compared.

Know the marketplace's role

Some marketplaces leave payments, returns and refunds to buyers and sellers. Others run a refund process if an item is not as advertised or never arrives. Check whether it covers your item and seller, and the deadline. Search the site's name with "complaint" or "review". The FTC says https alone does not prove a site is legitimate.

Vet the seller

  • Read reviews from several sources and watch for fake or paid ones.
  • Check the listing includes contact information, return policy, shipping fees and terms.
  • Get answers to questions in writing.

Inspect the listing

  • Look for real photos of the actual item, not just stock images.
  • Be cautious of "used", "as is" and "refurbished", and of expensive items at very low prices.

Pay safely

Use a credit card or the marketplace's protected payment. Avoid wire transfers, gift cards, cash-reload cards and crypto. Never pay outside the marketplace's system, because you lose its protection.

If something goes wrong

Keep deadlines and copies of all messages. Contact the seller, report the seller to the marketplace, dispute with your card company, and report to ReportFraud.ftc.gov and your state attorney general.

See refunds and chargebacks and is this online store legit.

Last checked: 15 October 2026. Sources: US FTC, buying from an online marketplace.