When a seller refuses a refund, first identify why you requested it and why the seller declined. Gather the terms relevant to your purchase, your request date and the response. Ask for a written explanation and a specific remedy supported by the facts; do not assume that all returns have the same rules.
Separate the reason for the refund from the refusal
| Your reason | Evidence to collect | Clarify the seller’s position |
|---|---|---|
| Changed your mind | Return policy and purchase date | Is the refusal based on timing, condition or an excluded item? |
| Wrong, damaged or misdescribed item | Listing, photographs, order and delivery record | Is the seller disputing the facts or referring you to another process? |
| Order never arrived | Order and shipping records | Is the seller claiming shipment, delivery or a completed refund? |
| Incorrect charge | Invoice and transaction record | Which item or amount does the seller say is correct? |
For non-delivery, use the dedicated order-never-arrived guide. It addresses shipping and payment-dispute considerations separately.
Find the policy or agreement that matters
Save the receipt, order confirmation and applicable return terms. Check whether a marketplace, merchant or manufacturer has a separate process. If the current website differs from what you saw at purchase, preserve the earlier copy you actually have and explain when it was obtained.
Do not claim that a policy is the complete statement of your legal rights. The applicable law and facts may also matter. This guide helps you prepare a factual request; it does not decide whether a particular refusal is lawful.
Official guidance: FTC: solving problems with a business.
Ask for a written reason and a specific review
Ask which policy provision or factual finding supports the refusal. Identify the documents you think were overlooked. State whether you seek a refund, replacement, repair or correction and why that outcome fits the issue.
A disputed return date
“Your response says the return request was late. I submitted the request through my account on September 5, and I have attached the confirmation bearing that date. Please review that record against the return terms for this order and explain whether it changes your decision.”
This example intentionally does not invent a return period. Substitute the actual dates and terms from your own records.
Prepare a focused refund packet
Use these checkboxes while you work. Selections are not saved when you leave this page.
Use the complaint letter template to combine the packet into a short request.
Read the conditions of any offer
Ask whether an offer is a refund, store credit, repair or replacement. Check whether it requires return shipping, deductions or another action from you. Get the details in writing before assuming that a promised amount will be paid.
If the seller says it has already refunded you, ask for the transaction date, amount and reference, then check with the payment provider. If a proposed agreement releases legal claims and you are unsure what it means, obtain appropriate advice.
If the dispute remains unresolved
Review the shopping complaint guide for consumer-office and reporting routes. A payment dispute may be another process, but eligibility and timing depend on the payment method and issue. Explain honestly whether the charge was authorized and whether your complaint concerns delivery, quality or another problem.
The FTC distinguishes certain credit-card billing errors from disagreements about product quality. Do not assume every refused refund qualifies for the same dispute protection or automatically entitles you to a chargeback.
Official guidance: FTC: billed for things you never received.
Official guidance: USA.gov: complaints about online purchases.
Common questions
Can I demand cash instead of store credit?
That depends on the transaction and applicable rules. Explain why you believe a refund is due and check the relevant official guidance; an ordinary change-of-mind return and an unshipped order are different situations.
What if I no longer have a receipt?
Look for an order email, account record or other proof and ask what alternatives the seller accepts. Be clear about what your records can and cannot show.
Does a complaint force the business to accept my request?
No. It presents the facts and requested resolution to the appropriate recipient. The outcome depends on the evidence, applicable rules and the recipient’s role.
Keep going
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Sources and page information
Official source links checked September 23, 2026. Requirements can change; use the relevant agency’s current instructions.
- FTC: solving problems with a business
- FTC: billed for things you never received
- USA.gov: complaints about online purchases
Prepared with AI assistance. Examples and worksheets are illustrative. This is general information, not legal advice. We do not submit complaints, determine eligibility, or guarantee a result.