Rules
Part of Bullion dealer and marketplace due-diligence guide
Delayed delivery, substituted bullion, and refund problems
Bullion delivery and refund problems explained through shipment promises, delay notices, unauthorized substitutions, carrier coverage, evidence, and escalation.
What to take away
- A created shipping label is not the same as carrier acceptance.
- A delayed seller should provide a clear choice, not an indefinite series of vague updates.
- Materially different bullion should not be treated as an automatic substitute.
- Carrier indemnity depends on service and eligible contents, not only declared value.
- Preserve formal dispute deadlines while negotiating.
Delivery disputes become easier to analyze when the problem is classified. Is the order unshipped, accepted but stalled, delivered to the wrong place, damaged, short, substituted, or refunded incorrectly? Each condition calls for different proof and a different first contact.
Problem 1: the order never enters transit
Compare the promised ship date with the first carrier acceptance scan. Ask the seller to state whether the product is allocated, backordered, or unavailable and to give a definite revised date. Save every notice.
Ship date vs. acceptance scan
Does first carrier acceptance scan exist?
package entered transit; go to Problem 2
seller must confirm allocated, backordered, or unavailable
The FTC's summary of the Mail, Internet, or Telephone Order Merchandise Rule says sellers must have a reasonable basis to expect shipping within the advertised time frame. If no time frame is stated, that window is 30 days.
A seller who cannot ship in the promised time must get the buyer's consent to a delay or refund unshipped merchandise.
Problem 2: tracking stalls after acceptance
Confirm the package was accepted, not merely labeled. Request a carrier search and ask the seller who is contractually responsible for the claim. Do not assume the recipient can recover merely because the seller said the shipment was insured.
Problem 3: the package is marked delivered but absent
Save the delivery scan, location information, and signature record. Check authorized recipients and secure delivery areas. Notify the seller and carrier promptly. Avoid publicly posting the tracking number, signature, address, or package photographs with readable personal data.
Problem 4: the product is different
Describe the variance without broad accusations. Examples include another year, mint, design, package, condition, quantity, fine content, or certification number. Compare the received item with the saved listing and invoice. State whether the buyer rejects the substitute or is willing to consider a written adjustment.
Problem 5: package damage or missing contents
Keep the box, internal packing, label, tape, and seals. Preserve continuous opening video and original photos. Record weight and count. Do not clean, alter, or destructively test the item until seller, carrier, and insurer instructions are understood.
The card route runs alongside the shipping rule. FTC advice on using credit cards and disputing charges says the Fair Credit Billing Act treats charges for goods you did not accept, or that were not delivered as agreed, as billing errors.
Dispute a billing error in writing within 60 days of the date the first statement carrying it was sent.
Carrier insurance is a separate contract again. The applicable terms at mailing, the exact contents, proof of value, and packaging evidence all still matter.
Problem 6: refund amount or method is wrong
Reconcile merchandise, tax, shipping, insurance, handling, and any authorized cancellation amount. Ask for a dated refund confirmation and trace identifier. A store credit is not the same as cash returned to the original payment method.
Escalation order
- Notify the seller in writing with order number, facts, evidence, and requested remedy.
- Use the marketplace resolution channel if eligible.
- Open the carrier or insurance process with the proper claimant.
- Contact the payment provider before its deadline.
- Report suspected fraud to the relevant government authority.
Run these tracks in parallel when deadlines require it. Tell each party about any recovery so there is no duplicate reimbursement.
Common questions
Can a seller substitute a different coin of equal metal content?
Not automatically. Product year, mint, design, package, condition, and market recognition may be material.
Does insured shipping guarantee full reimbursement?
No. Coverage can depend on service, contents, limit, value evidence, packaging, and claim compliance.
Should the buyer wait for a carrier investigation before disputing payment?
Only if waiting will not endanger another applicable deadline.
What if the seller offers only store credit?
Compare that offer with the contract and any legal right to a refund before accepting it.
