Fix a bad purchase

Use a documented escalation path for non-delivery, mismatch, expired vouchers and failed merchants.

A deal is only useful after the exact product, ordinary comparable price, seller, restrictions, delivered total and remedy have all been checked.

This section routes five different decisions. Do not collapse them into one checklist: the evidence that settles one may not settle another. State practical options without giving legal advice or guaranteeing redress. Route suspected offences and fraud to the correct authority.

Question	What it resolves	When to use it
What should I do if an order never arrives?	Verify the promise, contact the seller, preserve evidence and escalate by payment route.	Open the focused answer when this is the decision blocking progress.
What if the product does not match its description?	Document the mismatch and distinguish preference from a material description problem.	Open the focused answer when this is the decision blocking progress.
What happens if a voucher merchant closes?	Identify the contracting party, platform terms, payment route and claim evidence.	Open the focused answer when this is the decision blocking progress.
How do I ask for a refund effectively?	Use a short factual request with remedy, deadline and attachments.	Open the focused answer when this is the decision blocking progress.
Where can I report an unfair sales practice?	Separate a consumer complaint, suspected Trade Descriptions offence and suspected fraud.	Open the focused answer when this is the decision blocking progress.

What should I do if an order never arrives?

Verify the promise, contact the seller, preserve evidence and escalate by payment route. Use this focused route when that question is the fact preventing a decision; return to the hub when the next uncertainty belongs to another route.

What if the product does not match its description?

Document the mismatch and distinguish preference from a material description problem. Use this focused route when that question is the fact preventing a decision; return to the hub when the next uncertainty belongs to another route.

What happens if a voucher merchant closes?

Identify the contracting party, platform terms, payment route and claim evidence. Use this focused route when that question is the fact preventing a decision; return to the hub when the next uncertainty belongs to another route.

How do I ask for a refund effectively?

Use a short factual request with remedy, deadline and attachments. Use this focused route when that question is the fact preventing a decision; return to the hub when the next uncertainty belongs to another route.

Where can I report an unfair sales practice?

Separate a consumer complaint, suspected Trade Descriptions offence and suspected fraud. Use this focused route when that question is the fact preventing a decision; return to the hub when the next uncertainty belongs to another route.

State the failure

Describe the missing delivery, material mismatch or broken written promise precisely. This step supports every question in this section, but the linked focused answer supplies the narrower test.

Ask for one remedy

Request delivery, replacement, cancellation or refund and give a reasonable response date. This step supports every question in this section, but the linked focused answer supplies the narrower test.

Attach evidence

Use dated screenshots, receipts, tracking and correspondence rather than a long emotional account. This step supports every question in this section, but the linked focused answer supplies the narrower test.

Escalate by role

Use the merchant, platform, payment provider, Consumer Council or enforcement body for the problem each can address. This step supports every question in this section, but the linked focused answer supplies the narrower test.

Protect the account

If fraud or credential compromise is suspected, contact the financial provider and follow official anti-scam guidance promptly. This step supports every question in this section, but the linked focused answer supplies the narrower test.

The Hong Kong Consumer Council publishes practical online-shopping guidance. Customs and Excise explains unfair trade practices under the Trade Descriptions Ordinance, while payment disputes remain subject to the card issuer or platform's own rules.

Save the offer, product description, seller identity, checkout total, delivery promise, return terms, payment record and correspondence in one evidence folder before any page changes.

A .hk address, large follower count, padlock icon or high search position is not proof that a seller is local, solvent or trustworthy.