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In that case, you must notify the customer and send the refund within the time you would have sent any delay notice required by the Rule. If you cannot ship any of the merchandise ordered by the customer, you must refund the entire amount the customer "tendered," including any shipping, handling, insurance, or other costs. Q: We offer to ship merchandise ordered by mail or telephone and to bill the customer later. The FTC staff receives questions from mail, Internet, or telephone order merchants who want to know how to comply with the Rule in certain circumstances. What is the Mail, Internet, or Telephone Order Rule? Whether or not the Rule is involved, in any approval or other sale you must obtain the customer’s prior express agreement to receive the merchandise. The Rule requires that when you advertise merchandise, you must have a reasonable basis for stating or implying that you can ship within a certain time. If, after taking the customer’s order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer’s consent to the delayed shipment. In any event, you must indicate what will happen if the customer does not re
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