What Happens When a Purchase Slips Through the Cracks?

Imagine this: You pre-order something you’ve been waiting for—say, a highly anticipated Lego set. Weeks go by, the package finally lands on your doorstep, and all is well… until you realize you were never charged. That’s exactly what happened to Brad, a viewer who reached out to consumer investigator Dale Cardwell for advice.

So what should you do when a company sends you a product but never collects payment? Is it a lucky break—or a ticking time bomb?

Let’s break it down.

 

You Received the Goods. So… Now What?

First, it’s important to understand the legal and ethical landscape.

While federal law under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule protects consumers from being charged for goods they didn’t order, it doesn’t apply here. Brad did place an order. That means, technically and morally, the item isn’t a freebie.

The right move? Let the company know.

It might seem counterintuitive—why volunteer to pay when the error wasn’t yours? But the reality is this: If the company catches the mistake later (and many do during regular audits), you could still be billed—possibly without notice. And if your card on file has expired or is no longer valid, you might even face collection attempts.

Being proactive could spare you that headache.

 


When a company sends you a product but never collects payment, is it a lucky break or a ticking time bomb? (source: DALL-E)

 

Why Doing the Right Thing Actually Pays Off

You might be surprised how often honesty turns into a win-win.

When Dale responded to Brad’s question, he recommended reaching out to the company, explaining the situation, and offering to settle the charge. In many cases, companies are not only grateful—they may reward your transparency. Think discounts, freebies, or just great customer service that comes back around when you need it most.

Here’s the logic:

  • Companies don’t want to chase down payments after the fact.
  • Re-engaging with a customer who voluntarily admits an error? That’s gold in the customer service world.
  • People who do the right thing tend to be remembered—in the best ways.

This isn’t just feel-good fluff. In one study by Label Insight, 94% of consumers said they’re likely to be loyal to a brand that offers complete transparency. Being honest could even result in future perks you didn’t expect.

 

What If You Stay Silent?

Let’s be real—many people wouldn’t say a word. But here’s the potential risk:

  • Delayed billing: Some companies have automated systems that may eventually correct the error and charge your card—months later, without warning.
  • Credit issues: If your card is declined and the matter goes unresolved, it could be handed over to collections, potentially impacting your credit score.
  • Ethical discomfort: Even if no one ever notices, living with the knowledge that you got something you didn’t pay for may not sit right.

Also worth noting: Some companies include language in their terms and conditions stating that failure to collect payment doesn’t waive their right to pursue it later. Always check the fine print.

 

What Should You Do If This Happens to You?

Here’s a quick checklist:

  • Double-check your bank and email records to confirm you truly weren’t charged.
  • Locate your original order confirmation, which might help you reference a transaction ID or order number when contacting the company.
  • Reach out to customer service with a brief explanation and offer to pay. Keep a written record of your outreach for your own peace of mind.

And remember, leading with honesty doesn’t just protect your wallet—it protects your reputation.

 

Final Thoughts

Mistakes happen. But how you respond says everything about you. Brad’s situation is more common than you might think, especially in the age of auto-payments and pre-orders. What sets people apart is how they handle those moments of moral ambiguity.

Not only is doing the right thing the safest long-term option—it might just lead to something better.