How do I request a refund from an online seller?
Answer
Start with the seller's own returns process and put the request in writing so there is a record. If they do not respond within their stated window, raise a dispute with whoever took the payment — card issuers and payment services have their own protection processes with deadlines of their own.
Before you start: stop right away if…
- Never send payment details or a remote-access request to someone offering to process a refund. Refund scams almost always begin this way.
Follow these steps
Find the returns policy
Locate the seller's returns page and note the window, who pays return postage, and any conditions.
You should see: You know what you are entitled to ask for.
Request in writing
Use the returns form or email, giving the order number, the reason, and what you want. Keep a copy.
You should see: You have a dated record of the request.
Send it back tracked if asked
If a return is required, use a tracked service and keep the receipt.
You should see: You can prove the item was delivered back.
Escalate to the payment provider
If there is no response within their stated window, open a dispute with your card issuer or payment service, supplying your records.
You should see: The dispute is opened within their deadline.
Note the deadlines
Card and payment disputes have time limits from the transaction date. Do not wait indefinitely for a seller to reply.
You should see: You act inside the window that protects you.
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Extra tips
What to look for: The seller's stated returns window and whether the item was described as final sale, plus the date you paid — dispute deadlines run from that.
Before you change anything: Keep the packaging and take photographs of the item and any damage before sending anything back.
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