What to do when an online order fails to arrive in Mexico

26 octubre 2026 · 01:36

(hora de La Paz)

By Erick León

Guides for Mexico · Practical information

Before complaining, identify what was promised

Review the purchase confirmation, delivery date or range, address and order conditions. Distinguish a delay within the stated period, failure to meet that period and a delivery marked complete that you do not recognize. Each situation requires different information; keep emails and screenshots documenting the agreement.

Build a simple record

Save the order number, listing, description, price, receipt, tracking number and conversations. Record dates and customer-service staff names. If you checked tracking, preserve what it showed. Avoid posting your address, phone number, full card numbers or identification on social media to prove the problem.

Complain to the seller through a verifiable channel

Explain the failure, request a specific response and ask for a case number. For example: “Delivery was scheduled for this date, I have not received the product, and I request details of the solution and its timeframe.” If the platform offers buyer protection, check its terms and deadlines before time passes.

When to check Concilianet

Profeco offers Concilianet for disputes with participating suppliers. Check whether the business is registered and what documents the system requires. If it does not participate, consult the relevant Consumer Defense Office or official guidance channels. Not every dispute uses the same platform, and not every claim ends in a refund.

If you paid by card or suspect fraud

Contact your bank through its app or official number and explain what happened. An authorized purchase that was not delivered differs from a charge you never authorized: report the facts accurately. Ask about applicable requirements and deadlines; the possibility of a dispute does not guarantee recovery. If there are signs of a crime, preserve evidence for the appropriate authority.

For your next purchase

Check the supplier’s identity and contact details, total amount, delivery, returns and privacy terms. Be wary of discounts accompanied by pressure to transfer money outside the platform. A connection padlock does not prove a seller is legitimate. Profeco monitors online stores as an additional reference, without replacing review of each transaction.