Are you unsatisfied with a product or service that you paid for? These tips can help you contact the seller to resolve your complaint.

Go back to the seller or website

• Contact the seller directly. You can solve many consumer problems by contacting the seller or returning to the website. If you contact the seller, keep a record of your conversations – the date and time, who you contacted, and what action they promised. Note that if bad actors have defrauded you, then it may not be prudent or helpful to contact the sellers directly.

• Find the return instructions. Online retailers should provide return instructions on the website or on your receipt. Review the instructions and return the item as soon as possible because some retailers have time limits on returns and refunds.

• If contacting the seller or website doesn’t work, use these tips to draft an effective complaint:

  • Be clear and concise. Describe the product or service you bought and important details of the transaction. These can include the name of the product, its serial or model number, the order number, and the date and place of the purchase.

  • Explain the problem. For example, you might say the product doesn’t work, you were overcharged, something wasn’t disclosed clearly, or a product’s features were misrepresented.

  • Ask for specific action to resolve the problem. For example, do you want a refund, repair, exchange, or store credit?

  • Include copies of relevant documents, like receipts, repair orders, and warranties. Keep the original documents.

  • Tell the company how long you’re willing to wait for a response. Give time for the company to take action, but let the company know you’ll report the matter to your local or national consumer protection office, or consumer organization if you don’t hear back soon.

  • Make a copy of your complaint to keep. You may want to send your complaint using a method that will provide you proof that the company received the complaint. If you submit the complaint online, print the screen that shows your complaint or take a screenshot of before you click “submit.”

Contact Customer Service

If you cannot resolve the complaint with the seller or by returning the product to the website, you may need to speak to someone at the company’s national headquarters or to the manufacturer of the product. Many companies provide a toll-free number or address for their customer service department on the product packaging, warranty, or receipt. If that is not the case, look on the company’s website. Look for a “Contact Us” link.

If the first person you contact can’t help you, ask for a supervisor or manager. Again, keep a record of your conversations, including the date and time, who you contacted, and what action they promised.

Use Social Media

Social media offers an alternative to filing a formal consumer complaint. Many companies have people that monitor posts and complaints about their product and service on social media pages. Remember to keep a reasonable tone and explain the problem clearly. To avoid negative perceptions, the company may respond quickly to your complaint.