What to Do If You Receive Merchandise After Canceling a Subscription

What to Do If You Receive Merchandise After Canceling a Subscription

You canceled the subscription. You have the email confirmation. But the package still arrived—and worse, the company charged your card. Whether it’s vitamins, cosmetics, collectibles, or digital goods, receiving unwanted merchandise after a cancellation is more than annoying—it could be a violation of consumer protection laws.

Here’s how to handle the situation legally, protect your finances, and stop it from happening again.

1. Don’t Open or Use the Merchandise

As tempting as it is to keep the item, doing so may complicate your ability to dispute the charge or return the product. If you already opened it, make sure to:

  • Take photos of the packaging and item

  • Keep all shipping materials

  • Refrain from using the item, especially if it’s consumable

These steps preserve your right to return the product or challenge the charge.

2. Check Your Cancellation Confirmation

Go back to the email or website where you canceled the subscription. Look for:

  • A cancellation confirmation number or message

  • The date and time the cancellation was processed

  • Screenshots if you canceled online

If you didn’t receive a confirmation, check your spam folder—or try logging into your account to verify the cancellation status.

3. Contact the Company Immediately

Once you confirm that you canceled the subscription, reach out to the company:

  • Call or email their customer service department

  • Provide the cancellation proof

  • Request immediate cancellation of the account and a refund

Be polite but assertive. Document the date, time, and representative’s name. Follow up with an email summarizing the call to create a paper trail.

4. Dispute the Charge With Your Bank or Card Issuer

If the company refuses to reverse the charge, contact your credit card company or bank. Under the Fair Credit Billing Act (FCBA), you may be able to:

  • Dispute the charge

  • Request a refund

  • Freeze recurring payments from that merchant

Most banks offer online forms for disputes. Be sure to submit evidence such as:

  • Screenshots of your cancellation

  • Email exchanges

  • Tracking numbers for the unwanted delivery

5. Understand the Laws That Protect You

You are protected under several federal and state laws, including:

  • FTC’s Unordered Merchandise Rule: If you receive merchandise you didn’t order, you’re legally allowed to keep it as a free gift. However, this does not always apply if the merchandise is part of an auto-renewal program.

  • State auto-renewal laws: Some states, like California and New York, have stricter requirements for companies to disclose and honor cancellation terms.

You may also have rights under state deceptive business practices statutes.

6. Block Future Charges

To stop the issue at the source:

  • Log into your account and remove your payment method

  • Use your bank or credit card’s merchant blocking feature (if available)

  • Request a new card number if the merchant continues charging

Some consumers choose to use virtual cards or pre-paid cards for subscriptions to limit risk.

7. File a Complaint With the FTC or BBB

If the company won’t stop charging you or sends more merchandise, file a formal complaint with:

  • The Federal Trade Commission (FTC) at reportfraud.ftc.gov

  • Your state attorney general

  • The Better Business Bureau (BBB)

These complaints may help escalate your issue and prompt the company to respond appropriately.

8. Review Terms Before Subscribing in the Future

Many companies use misleading or confusing auto-renewal terms. Protect yourself by:

  • Reading the fine print before signing up

  • Taking screenshots of trial end dates or cancellation buttons

  • Setting calendar reminders before renewal dates

  • Avoiding services that don’t clearly state cancellation policies

The more proactive you are, the less likely you are to fall into a “subscription trap.”

9. Monitor Your Accounts for Recurring Issues

Once you’ve resolved the immediate issue, continue to monitor your:

  • Credit card statements

  • Bank accounts

  • Email for future charges or shipping notifications

If the company continues sending products or charging your card, you may be dealing with fraud—and further legal action may be necessary.

10. Talk to a Consumer Rights Attorney if Needed

If you’ve followed the above steps and the company still:

  • Refuses to issue a refund

  • Sends merchandise against your will

  • Continues unauthorized charges

…it’s time to seek legal help. A consumer protection attorney can:

  • Send a formal demand letter

  • Assist with refund recovery

  • Represent you in small claims court or a civil suit

  • Help you file a complaint with the appropriate regulatory agency

Protect Yourself with LegalShield
When subscription companies ignore your rights and continue charging or shipping against your wishes, LegalShield helps you take control. Our attorneys can review your case, write formal letters to the company, and help you get your money back—without the expense of traditional hourly fees. Stop getting pushed around by deceptive subscription schemes. Click here to see how LegalShield can help you shut down unfair business practices once and for all.

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