Seller Won’t Reply? How To Escalate a Complaint

Put the request in writing, ask for a manager, keep a dated record, then use your card issuer or report the problem.

Published November 3, 2026 · 3 min read · Topic: Orders, Shipping & Returns · Orders & returns

Typical situation

You wrote to the seller twice about a bag that arrived damaged, and nobody has replied for a week.

Main answer · berabags Editorial Team · Consumer-rights view

Make the request clear and in writing, ask for a manager, keep a dated record and, if that fails, turn to your card issuer or report the problem to the FTC. The FTC says to be calm, polite and persistent.

What the FTC advises

Explain the problem and say what resolution you want, such as a refund, an exchange or a markdown.
If the first representative cannot help, ask for a manager or supervisor, who will likely have more flexibility and authority.
Keep notes: the people you talked to, the dates and what they promised. Save a copy of anything you submit through a chat or form.
If you cannot work it out with the seller, you can report the problem at ReportFraud.ftc.gov.

A simple order of steps

Send one clear written message with your order number, photos and your request.
Wait for a short, reasonable time and write again, mentioning the date of the first message.
Ask for a manager or a supervisor in your reply.
If you paid by credit card, consider a dispute with your issuer.
Report the problem to the FTC and keep a copy of the report.

What not to do

Do not send repeated angry messages, and do not post personal details of staff. A short factual record helps you more.

If you bought through a marketplace, use its resolution centre in parallel, since many platforms set a time limit for opening a case, and read the platform’s buyer terms for details.

Where this answer stops

These steps come from the FTC for US shoppers. They do not guarantee a result, and other countries have their own consumer bodies. This is not legal advice.

Sources and further reading

Three more perspectives

berabags Editorial Team · Purchasing view

Check whether the order went through a marketplace. If it did, the platform’s own dispute process is often the quickest next step after the seller, and it may have a deadline.

berabags Editorial Team · Selection view

Collect the evidence in one folder: order confirmation, photos, tracking and each message with its date. A short list of dates is easier for a third party to follow.

berabags Editorial Team · Use view

Stay polite and persistent. A calm message that repeats the facts and the result you want is more likely to reach someone who can act than an angry one.

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