If your online order never arrived in Punggol, check the tracking, message the seller inside the app, and raise a “not received” refund request on the platform before its deadline. Do not tap “received”. If the platform route fails, ask your card-issuing bank whether a dispute is possible, but do not count on one.
Waiting for a parcel that never comes is maddening. The platforms do have a set route for it, and the clock matters more than the argument.
This page is part of eduKate Punggol’s When You Need Help in Punggol, our practical guides for life’s occasions, big and small. It covers what to do when an online order never arrived: the platform’s own refund route, the deadlines, when a card chargeback might help, and when to treat it as a scam.
Quick answer
- First step: check the tracking and message the seller inside the app. Keep every chat on the platform.
- Do not confirm receipt. On Carousell, no refund request is accepted after you tap “Item received”.
- Raise the refund in the app: on Shopee, choose “I didn’t receive my items”, then “Parcel not delivered”. On Carousell, go to Profile > Purchases > Return/refund.
- Card dispute: ask your bank. The Association of Banks in Singapore (ABS) says most banks want the dispute form within 14 days of the statement date, but rules differ and recovery is not guaranteed.
- Seller vanished after you paid outside the app? Treat it as a possible scam and call ScamShield on 1799.
What to Do First When an Online Order Never Arrived
Work through these in order. Most take a few minutes, and the screenshots you take now may decide the outcome later.
- Check the tracking and the estimated delivery date. Shopee says to check the shipment status with its logistics partner. For orders not shipped through Shopee Supported Logistics, contact the seller first.
- Look in the likely places. Check your letterbox, any parcel locker you chose, and with family or neighbours who may have collected it. Our SingPost, letterbox and parcel locker guide explains how deliveries work in Punggol.
- Message the seller inside the app. The Ministry of Home Affairs (MHA) advises keeping transactions and communications on the platform, so the records can support a dispute.
- Do not tap “received”. Wait until the item is in your hands.
- Raise the refund request in the app, before the window closes. The deadlines are in the table below. Carousell says you can raise a request only once, so include everything the first time.
- Screenshot everything. Save the order page, the tracking history and your chats. ABS asks for proof of the agreed delivery timeline and proof that you told the merchant.
- If the platform route fails, ask your bank. This also applies if you bought directly from a shop’s own website by card. Ask whether a card dispute is possible for your case.
- If the seller has vanished, switch to the scam steps. This is especially urgent if you were asked to pay outside the app.
Where to Go and Who to Contact
| Who | How to reach them | Timing | Good for |
|---|---|---|---|
| Shopee | App: Me > To Receive > the order > Return/Refund | Unreceived items: once the expected delivery date has passed. Non-Shopee logistics: any time after the item is marked shipped. | Parcels that never arrived. |
| Carousell | App: Profile > Purchases > the order > Return/refund | Tracked: 2 days after the delivery date. Untracked: 10 + x days after the order is confirmed (x is the maximum shipping time). Meet-ups: 9 days after the confirmed meet-up date. | Orders paid with the in-app “Buy” button. |
| Lazada | In-app return/refund | Not verified for this guide; check the app. | Lazada orders. |
| Your card-issuing bank | The number on the back of your card, or your bank app. DBS example: digibank app > More > Manage Cards & Loans > Report Fraud > “Submit Transaction Dispute”. | Most banks: within 14 days of the statement date (ABS). Check your own bank. | Asking whether a chargeback is possible. |
| CASE (Consumers Association of Singapore, outside Punggol) | 170 Ghim Moh Road, #05-01 Ulu Pandan Community Building, Singapore 279621. Tel 6277 5100, or the online complaint form. | Appointments listed as Mon–Fri 9am–4pm (check live). | Disputes with a registered Singapore company. |
| ScamShield Helpline | 1799 | 24 hours | A seller who has vanished, or a suspected fake seller. |
Checked October 2026 — confirm on the official page before you go: Shopee’s refunds and return policy, Carousell’s dispute guide, ABS on chargebacks and CASE complaints.
Which Situation Fits You
It was a Shopee order
Go to Me > To Receive, open the order and select Return/Refund. Choose “I didn’t receive my items”, then “Parcel not delivered”, add the details and submit. Shopee then investigates and replies. Its policy says the request must be made in the Shopee mobile app, and refunds go to your card or designated bank account.
It was a Carousell deal
Carousell’s Buyer Protection covers non-delivery only for tracked delivery and only when you paid through the in-app “Buy” button. If the tracking shows the parcel as lost or missing, you can get a full refund including the original shipping. Cash, direct bank transfers, PayNow outside the app, untracked mail, delivery delays and wrong addresses are not covered.
It was Lazada, Amazon or TikTok Shop
Use the in-app return or refund route. We could not verify these platforms’ detailed non-delivery rules for this guide, so read the terms in the app before you submit, and note any deadline it shows.
You paid a shop’s own website by card
There is no platform in the middle, so write to the merchant first and keep the reply. DBS, for example, asks customers to raise delivery failures with the merchant before contacting the bank. If the merchant does not sort it out, ask your bank about a dispute and mind the statement date.
You paid by PayNow or bank transfer
We found no chargeback route for PayNow or bank transfers. If the seller has stopped replying, report them on the platform, and if it looks like fraud, call ScamShield on 1799 and follow our first-hour scam guide.
The tracking says “delivered”, but nothing came
Check the locker, the letterbox and with your household first. Then raise the “not received” request in the app and let the platform investigate. Screenshot the “delivered” status before it changes.
Chargebacks, Deadlines and Platform Ratings
What a chargeback is. ABS describes it as a reversal that your card-issuing bank starts against the merchant under the card scheme’s dispute process. ABS lists non-delivery of goods or services among the situations that can be disputed. It says resolution may take about 4 weeks for simple cases and about 12 weeks for complex ones, and that recovery is not guaranteed.
Why we say “ask your bank”. Bank pages do not all agree with that industry summary. DBS’s page treats delivery failures as a merchant dispute to raise with the merchant first. Rules differ by bank and card scheme, so ask your own bank before you rely on a chargeback.
The deadlines to remember.
- Carousell, tracked delivery: 2 days after the delivery date.
- Carousell, untracked: 10 days plus the maximum shipping time, counted from the order confirmation.
- Carousell, meet-ups: 9 days after the confirmed meet-up date.
- Shopee, for items that did arrive: a refund or return request up to 15 days after “Delivered”, for Shopee Supported Logistics.
- Card disputes: most banks want the form within 14 days of the statement date (ABS).
How safe is each marketplace? MHA’s E-commerce Marketplace Transaction Safety Ratings (page updated 4 March 2026) give four ticks to Amazon, Lazada, Shopee and TikTok Shop. Carousell gets two, as seller verification and secure payment are optional. Facebook Marketplace gets one: there is no seller verification or secure payment, though you can report suspicious listings.
CASE helps with purchases from a registered Singapore company. Its officers assess and advise; some services may carry a small fee, and it follows up on disputes only for members. Our consumer rights guide covers refunds, CASE and the Small Claims Tribunals in depth.
Neighbour’s Tips
- Pay inside the app, every time. Carousell’s protection does not cover cash or PayNow outside the app, and MHA recommends in-platform secure payment such as escrow.
- Choose tracked delivery for anything you would mind losing. Carousell’s non-delivery cover only applies to tracked parcels.
- Set a phone reminder for the refund deadline the day you order. Two days goes by quickly.
- Know your card statement date. The 14-day dispute window most banks use runs from it, not from the day you noticed.
- Screenshot the tracking page more than once. Statuses can change, and you want the history.
- Check MHA’s ratings before buying from a stranger, especially on Facebook Marketplace.
- Report a seller who does not deliver. MHA encourages it, and it may save the next buyer.
If It’s Urgent or Gets Worse
A missing parcel is not an emergency, but a vanished seller can be a scam. If you were asked to pay outside the platform and the seller has disappeared, call ScamShield on 1799, which runs 24 hours. If money is still leaving your account, call your bank first. Our ScamShield and bank scams guide covers kill switches and how to report.
Frequently Asked Questions
Can I get a chargeback if my online order never arrived?
Possibly, but it is not guaranteed. ABS lists non-delivery as a disputable situation, while some banks, such as DBS, ask you to go to the merchant first. Use the platform’s refund route, then ask your own bank.
How long do I have to ask for a refund?
It depends on the platform. On Carousell, it is 2 days after the delivery date for tracked parcels. For card disputes, most banks want the form within 14 days of the statement date.
I paid by PayNow outside Carousell. Am I protected?
No. Carousell’s Buyer Protection does not cover payments made outside the platform, including PayNow, cash and direct bank transfers.
What proof should I keep?
Keep the order confirmation, the promised delivery date, the tracking history and your messages to the seller. ABS asks for proof of the delivery timeline and proof that you told the merchant.
Can CASE help with an online order?
CASE helps with purchases from a registered Singapore company. It can assess and advise, and some cross-border help is possible through overseas partners. Follow-up on a dispute is for members only.
How do the marketplaces compare on safety features?
MHA’s Transaction Safety Ratings (page updated 4 March 2026) give Amazon, Lazada, Shopee and TikTok Shop four ticks, Carousell two and Facebook Marketplace one.
More Help on eduKate Punggol
- Consumer rights in Punggol: refunds, the Lemon Law, CASE and small claims.
- Lost money to a scam: the first hour.
- SingPost, letterboxes and parcel lockers in Punggol.
- ScamShield, phishing and bank scams: kill switches and reports.
- Returning an online shopping parcel: the right drop-off point.
- PayNow, FAST, GIRO and payment safety
- Official: MHA Transaction Safety Ratings · ABS chargeback guide · Carousell Buyer Protection
Next Time You Click “Buy”
A missing parcel is frustrating, but the order of play is always the same: track, message, request a refund in the app, and only then call the bank. Next time, pay inside the app, pick tracked delivery and set a reminder for the deadline, and you will have far less to chase.
And if your family is also looking for calm, small-group English, Mathematics or Science, eduKate Punggol teaches classes of three in Punggol. Come find out more: Book a consultation · Chat on WhatsApp
eduKate Punggol
Small-group English, Mathematics and Science
Primary and Secondary
By appointment · +65 8823 1234
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Checked October 2026. Addresses, opening hours, fees and rules change, so please confirm with the official source before you go.
