When the Medication Does Not Arrive
You paid $179. The provider confirmed your order. Two weeks later, no medication has arrived, no tracking number has been sent, and support is not responding. This scenario — while uncommon at established providers — happens often enough in the fast-growing GLP-1 telehealth market that every patient should understand their payment protection rights.
Your credit card is your best defense. Federal law and card network rules give you the right to dispute charges for goods or services not received — and the burden of proof falls on the merchant, not you.
Your Legal Protections
Fair Credit Billing Act (FCBA)
The FCBA — a federal law — protects credit card holders against billing errors, including charges for goods not delivered. Key provisions:
- You must dispute in writing within 60 days of the statement date
- The card issuer must acknowledge your dispute within 30 days
- The dispute must be resolved within two billing cycles (but no more than 90 days)
- During investigation, you are not required to pay the disputed amount
Card Network Rules (Visa, Mastercard, Amex)
Beyond federal law, each card network has its own dispute resolution process that often provides broader protection than the FCBA:
| Network | Dispute Window | Reason Code for Non-Delivery |
|---|---|---|
| Visa | 120 days from expected delivery | 13.1 (Merchandise/Services Not Received) |
| Mastercard | 120 days from expected delivery | 4855 (Goods or Services Not Provided) |
| American Express | 120 days from charge date | Non-receipt of goods |
💡 Always pay for GLP-1 medication with a credit card — never a debit card, wire transfer, Zelle, Venmo, or cryptocurrency. Credit cards offer chargeback rights that other payment methods do not. If a provider only accepts non-reversible payment methods, treat that as a major red flag.
Step-by-Step: Filing a Chargeback
- Contact the provider first. Call, email, and use live chat. Document every attempt with screenshots and timestamps. Give them 7–10 business days to resolve. This step is not legally required but strengthens your dispute.
- Gather documentation. Collect your order confirmation, payment receipt, any shipping (or non-shipping) communications, and records of your contact attempts.
- Contact your card issuer. Call the number on the back of your card. Tell them you want to dispute a charge for merchandise not received. They will open a case.
- Submit written dispute. Most issuers allow online dispute submission. Include: date of charge, amount, merchant name, description of what you ordered, proof you did not receive it, and records of your attempts to resolve with the merchant.
- Wait for resolution. The issuer investigates, contacts the merchant, and renders a decision. During this time, the disputed amount is typically removed from your balance (provisional credit).
When Chargebacks Apply to GLP-1 Telehealth
| Scenario | Chargeback Eligible? | Notes |
|---|---|---|
| Paid but medication never shipped | ✅ Yes | Clear non-delivery — strongest case |
| Medication shipped to wrong address | ✅ Yes | Non-receipt from your perspective |
| Charged after confirmed cancellation | ✅ Yes | Unauthorized charge — provide cancellation proof |
| Medication arrived but wrong product | ✅ Likely | "Not as described" — document the discrepancy |
| Side effects after taking medication | ❌ No | Product was delivered and used — not a billing dispute |
| Regret purchase / changed mind | ❌ No | Buyer's remorse is not a chargeback reason |
| Missed cancellation deadline | ❌ Usually no | Provider billed per terms you agreed to |
Debit Card Disputes: Weaker but Available
If you paid with a debit card, you still have dispute rights under Regulation E — but they are weaker than credit card protections:
- You must report within 60 days
- The bank may take up to 10 business days to issue a provisional credit (vs. immediate for credit cards)
- Investigation can take up to 45 days
- The disputed funds may come from your checking account balance, creating cash-flow pressure
This is why credit cards are strongly preferred for any healthcare subscription.
Preventing the Problem
- Use established providers with verifiable track records, published addresses, and customer service channels.
- Check for tracking. After payment, you should receive a shipping confirmation with a tracking number within 5–10 business days. If not, contact the provider immediately.
- Set a 14-day follow-up reminder. If you have not received medication within 14 days of payment, start the contact-and-documentation process.
- Avoid providers that require non-reversible payment. Cryptocurrency, wire transfer, or payment-app-only merchants in healthcare are almost universally illegitimate.
The Bottom Line
Your credit card is your insurance policy against undelivered GLP-1 medication. Federal law and card network rules give you the right to reverse charges for products you paid for but never received. The process takes 30–90 days and requires documentation — but the outcome overwhelmingly favors the consumer when the merchant cannot prove delivery. Pay with a credit card, keep your receipts, and know your rights.
⚠️ This article provides general consumer information about payment dispute rights. It is not legal advice. If you believe you have been defrauded, contact your state attorney general's consumer protection division and file a complaint with the FTC at ftc.gov/complaint.