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In brief
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Duration: Chargeback: 30–60 days; mediator: 90 days; complaint: weeks
Cost: Free (loadback, SignalConso, mediator)
Possible online

Who this guide is for

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  • You if you did not receive the ordered product
  • You if another/flawful product has arrived and the seller does not answer
  • You if you are a victim of a fraudulent site

To be prepared in advance

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  • Screenshots : product description, order, payment (CB transaction)
  • All seller emails
  • Order number and date

Step-by-step procedure

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  1. 1Contact the seller in writing (email + recommended if necessary). Give him a chance to solve (60 days maximum on some platforms).
  2. 2Chargeback via the bank (CB): If the seller has not delivered or is not compliant, contact the bank within 120 days. The educated and repayable bank (Article L133-18 CMF). MasterCard/Visa — same process.
  3. 3Legal guarantee of compliance (2 years): for physical goods. Within 2 years the seller will answer for non-conformity. For digital content — 2 years too. For used products — 1 year.
  4. 4Right of withdrawal 14 days: For online purchases, you can cancel within 14 days without explanation. Exceptions: personalized products, hygiene, media.
  5. 5Via the platform (Amazon, Cdiscount, Vinted): open a complaint. The platform acts as a mediator. If the seller does not reply within the time limit of the platform — refund.
  6. 6Consumer Ombudsman: if not resolved with the seller or platform — enter the consumer mediator in the sector (free of charge). The seller must indicate the mediator in his CGV. List of mediators on economy.gouv.fr.
  7. 7SignalConso: report the seller's scam or deceptive practices on signal.conso.gouv.fr. Free, reviewed by the DGCCRF.
  8. 8Complaint: in case of major fraud (>3 750 €, or recidivism) — complaint to the police station or online on plf.internet-signally.gouv.fr. Useful for banking and insurance.
  9. 9For foreign sites: chargeback — the only practical option. Also report to the European ECC-Net (European Consumer Centre).
  10. 10For auctions/internationals (eBay, AliExpress): use the platform's buyer protection. eBay Money Back Guarantee — 30 days, AliExpress — 75 days.
  11. 11Pre-purchase checks: check the SIRET on societe.com, read the reviews on Trustpilot, check the legal details of the site. HTTPS locks do not guarantee legitimacy.

Common mistakes

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  • Pay by bank transfer or Western Union — no chargeback protection.
  • Do not keep the evidence — difficult to prove.
  • Missing the 14 day withdrawal period — loss of entitlement.
  • Do not refer the case to the Ombudsman — immediately to the court, more expensive.
  • Do not report on SignalConso — others will fall into the trap.

Official sources

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Show sources in this section

Useful links

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Right of withdrawal 14 daysCommercial guaranteeSection for Consumer Rights

Important remark

Consumer rights are governed by the Consumer Code. Indicative information; for your case, contact DGCCRF.

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