This guide helps with
- Explain why a debt for undelivered goods or services can be disputed
- Gather the details of what was ordered and what went wrong
- Raise the dispute in writing with the original creditor in mind
- Ask for collection to be paused while it is checked
- Know where to get free help if it is not resolved
5 min
What's happening
You are being asked to pay for goods or a service you never received — perhaps an order that did not arrive, a service that was never provided, or something cancelled before delivery. This is a genuine reason to dispute the debt, because the underlying charge itself is in question.
This is general information, not legal advice. Consumer matters can be complex, so please also seek free, independent advice.
What to do
Tell us, in writing, that the debt relates to goods or a service you did not receive, and briefly explain what happened. The issue usually concerns the original creditor, so this may need to be looked at with them. Ask us to pause collection while the matter is checked.
Step by step
- Note the reference number and the original creditor's name.
- Gather any order confirmation, invoice, or messages about the goods or service.
- Write to us stating the goods or service were never received.
- Briefly explain what was ordered and what went wrong.
- Ask for collection to be paused while it is checked with the creditor.
- Keep a dated copy and follow up in writing if needed.
What evidence helps
Useful evidence includes the order confirmation, any tracking showing non-delivery, messages with the seller, or a cancellation notice. Anything showing you did not get what you paid for supports the dispute. Our Help Centre has more on raising this kind of dispute.
Who to contact
Raise it with us through the contact page, and keep any dealings with the original seller. For free help, the National Debt Helpline on 1800 007 007 can advise; a consumer protection service in your state or territory may also help. If unresolved, an external scheme such as AFCA may be able to consider it.
Good to know
- A debt for goods or a service you never received can be genuinely disputed
- The issue usually concerns the original creditor and may be checked with them
- Provide order confirmations, tracking, or cancellation notices as evidence
- Free advice and consumer protection services are available to help
FAQ
Who is responsible if the goods never arrived?
The underlying issue usually concerns the original seller or creditor. Raise the dispute in writing and ask for collection to be paused while it is checked with them.
What if only part of the order arrived?
Explain which part you received and which you did not, and ask for the charge to be adjusted to reflect only what was actually provided.
Where can I get consumer help?
A consumer protection agency in your state or territory can advise on goods and services issues, and the National Debt Helpline on 1800 007 007 can help with the debt side.
Still stuck? Our team is happy to help you sort it out.