If you can't contact the trader or they won't help, you can then ask your card provider or PayPal. Keep a copy of anything you send, in case you need to check it later. It’s best to email or write to the trader - you can use a template letter. You can check if the trader has a complaints procedure on their website If the trader has a complaints procedure, you should follow it when you contact them. If you can't contact them or they won't help, ask your card provider or PayPal to help. It's usually best to try to contact the trader. Got something that's different to how it was described There are steps you can take if you bought something by credit card, debit card, charge card or through PayPal.