OBSI is pleased to announce new updates to the Firm Portal to improve transparency around investigation timelines and firm delays.  

To provide clearer information about delays attributable to firms, two new fields have been added to the portal. 

Mr. D used a credit card issued by Bank A to pay for online purchases from a Chinese e‑commerce platform in June 2025.

The seller provided Mr. D with a tracking number shortly after the purchase. However, the tracking information never showed any shipping activity beyond its initial creation. The estimated delivery date passed without the goods being delivered. Mr. D attempted to resolve the issue by contacting the seller through the platform, but the seller did not provide a meaningful response. Mr. D did not receive a refund or a replacement.