Missing social order? Evidence and payment options
If a chat purchase never arrives, gather evidence early and use the rights that match how you paid.
You paid through a social chat. Tracking never updates. The seller stops answering. What helps next is evidence and knowing which payment path you used.
Save this evidence
- The chat where you agreed price, item and address
- Photos or listing text you relied on
- The payment request or transfer details
- Your own bank or card confirmation
- Any tracking numbers or delivery promises
Canadian reporting guidance asks people to keep screenshots, receipts and a clear timeline (Competition Bureau (opens in a new tab); RCMP cybercrime reporting (opens in a new tab)).
Payment method matters
Card payments may allow a chargeback through your issuer. An Interac e-transfer that has already been deposited is often hard to reverse (Get Cyber Safe (opens in a new tab)). Marketplace protections only apply if you stayed inside that marketplace’s checkout.
Contact your bank or card issuer quickly. You can also report attempts and losses to the Canadian Anti-Fraud Centre.
If the deal used Paxtra, start with the seller, then follow the dispute steps Paxtra publishes if you cannot resolve it (Disputes). That process is separate from card or bank rights and does not replace them.
Related: payment safety checklist · bank transfers, cards and links