Retail stores aren’t bound by any law to provide refunds or returns to consumers. Some consumers opt to use a credit card when making a purchase as it can add some extra protection (in comparison to using cash or a debit card). Check out this blog post if you’re curious to know what’s involved with requesting – and potentially receiving – a refund from a merchant or credit card provider.
Do your homework before you make the purchase.
Before you drop some of your hard-earned cash for that new leather sofa, 70” TV or online service, do your homework and become familiar with the refund policies (for both the merchant and for your credit card provider).
Ask the merchant:
- How long you have to issue a refund.
- Whether they’ll give you a standard refund or offer an in-store credit.
- In what circumstances a refund would be denied.
- Whether you’d still be accountable for other costs (such as interest, a deposit, or delivery charges)
Ask your credit card:
- When you would qualify for a refund.
- How long you have to file a refund request (there are often deadlines).
- Whether their clock starts at the date of purchase or, in the case of a customized or online order, the anticipated delivery date.
- What sort of documentation is required to approve a refund request.
After you make the purchase, ask for – and keep safe – all your purchase and refund policy documents (this includes your receipts!).
Start with the source, but swiftly contact your credit card provider.
If you’re unsatisfied with a product or service and want a refund, the best place to start is with the merchant (credit card providers generally want to see that you’ve at least attempted to obtain a refund through the merchant). Be polite and professional, outline the product’s or service’s shortcomings and reinstate the merchant’s own refund policy.
During this stage, time is of the essence as there’s usually a limited time for consumers to request a refund from their credit card provider. As soon as you receive a “no” from the merchant (or if you feel the process is dragging), immediately contact your credit card company and initiate the refund process.
ADDITIONAL READING:
Using your credit card for online shopping? Get these tips!
Are you liable for charges on a lost or stolen credit card?
Has your credit card company stopped sending statements?
Hi,
We booked a snowboarding lesson for my daughter at Christmas time. Hours after the booking she wasn’t keen to go so we cancelled it.
Me and my husband have spent HOURS on the phone asking over and over where the refund is, as it hasn’t been processed yet. It has been over 2 months. They told us that Seymour mountain was short staffed and that they would get to it. I’m losing hope. How long r they legally allowed to take to process the refund?
Thanks!
Laura Foster
Hi Laura, unfortunately retail sales/refunds are outside of our mandate and there are no regulatory bodies that oversee this. You may want to visit the business to see if that would speed up the process or ask the credit card provider for a refund if that was your method of payment. The last resort would be to take this matter to the small claims court, here is more information on that – http://www.ag.gov.bc.ca/courts/small_claims/info/guides/what_is.htm
I hope this information helps, Laura.
I have placed an order online a couple of weeks ago and haven’t received any shipping information on the items ordered. I am after sending about three emails to the company with no response. The money has been taken out of my credit card.
Attaching invoice;
Order Confirmation http://www.officialnflaward.com
Dear Krista :
Thank you for your order on http://www.officialnflaward.com ! We use the highest level of security available to ensure 100% safe and secure transactions. Therefore you can rest assured that communication between your browser and our web server is 100% private and secure.
Attention: This is not a payment confirmation. Please check with your bank or credit card company, or send us an email if you would like immediate payment confirmation. Orders on in stock items will take 1-2 business days to arrange and will normally arrive within 1-2 weeks. Custom orders will take approximately 5 additional days. A shipment confirmation email with a tracking number will be sent upon shipment.
The following are the details of your order
Order Detail
Order Number: AFAR728
Date Ordered: Wednesday 17 April, 2019
Click here for a Detailed Invoice
Picture Product Name Size Quantity Price Total
Men’s Miami Dolphins Nike Charcoal Sideline Crew Fleece Performance Sweatshirt L 1 $28.99 $28.99
Mens’s Nike Miami Dolphins Tailgater Full Zip Hoodie Black L 1 $23.99 $23.99
Men’s Miami Dolphins Nike Circuit Wordmark Essential Performance Pullover Hoodie – Gray L 1 $28.99 $28.99
Sub-Total: $106.36
Shipping Fee (free shipping for more than 3 pcs): $0.00
Insurance: $5.84
Total: $112.20
Address Information :
E-mail Address : klanger@grenfell.mun.ca
Billing Address :
First Name:Krista
Last Name:Langer
Street Address:90 Valley View Drive
City, State:Corner Brook, Newfoundland
Post/Zip Code:A2H 6T6
Country:Canada
Telephone:709-632-2600 Delivery Address :
First Name:Krista
Last Name:Langer
Street Address:90 Valley View Drive
City, State:Corner Brook, Newfoundland
Post/Zip Code:A2H 6T6
Country:Canada
Telephone:709-632-2600
Payment Method :
Good Payment Buy : Credit Card Payment
Shipping Note :
After receiving payment, it often takes up to 48 hours to process and prepare your order to ensure quality and satisfaction. A confirmation email with the tracking number will be sent to this email address upon shipment. If you have any questions or concerns, please contact our Online Customer Service, or email STORE_OWNER_EMAIL_ADDRESS We value your business and will do our best to assist you!
If you have any question, please contact us via This email address was given to us by you or by one of our customers. If you did not signup for an account, or feel that you have received this email in error, please send an email to STORE_OWNER_EMAIL_ADDRESS
(This email is sent auto by system,please don’t reply it.)
This email is sent in accordance with the US CAN-SPAM Law in effect 01/01/2004. Removal requests can be sent to this address and will be honored and respected.
Copyright (c) 2013 http://www.officialnflaward.com.
Hi Krista, thanks for reaching out to us here. What is it exactly you’re looking for help with?
Hi. I ordered a baby crib on a site called Ergoveno on Sep 27, 2019. I received a text confirming the purchase. On Sept 29th I got another text saying my order has shipped. However, I didn’t get any email confirmations and the link in the texts to track my order doesn’t work. In addition, my credit card was charged under a different company (Guitar jewellery). Thus I contacted the seller through email and in Oct 2 they replied with a link where I was able to track my purchase. A couple of days ago I tried the link again but the site no longer exists. I tried contacting the seller but their website no longer exist. I believe I’ve been scammed. What can I do now?
Hi My Dung Tran, thanks for your question. Did you get a chance to read the blog post above? I would suggest contacting your credit card provider as quickly as possible to request a reversal of the charges or a “charge back”. Your credit card provider will likely have some information available to you on how to do this. I hope this is helpful to you and best of luck!
I had purchased something online that did not come and I was offered a compensation refund only my purchase was 31US plus shipping so more than 31US .the compensation refund they first offered me was 8 dollars and I can only assume that was US as well then at the end of the email in bold letters said do you accept this or not.obviously I sad no within the next 24 hours the same email came with a 12 dollar figure saying this is our last offer. I said I don’t accept I said I want the original purchase price and your 12 dollar compensation is acceptable. The next email said we don’t refund shipping. I said thats fine but I accept the 12 dollar figure plus the original purchase price. They said we can only offer you 12 dollars compensation. So I need to know who I contact or who I can send to them a name of a world wide consumer protection agency that mite make them understand that im not a uneducated man to not want my purchase price back plus compensation of there offer.they obviously admitted liability in the terms of compensation as I received no product that was offered. There are 31 odd emails with correspondence about this between myself and this supplier. Who can I threaten them to show them in not eazy enough on the compensation figure.so they understand i will not roll over.
Thank you very much Peter Bentley
Hi Peter, thank you for leaving us a comment here. With online purchases, there is no worldwide consumer protection agency. Having said that, you have already demanded them to refund you the money and tried to negotiate the amount so that was a good first step in the process. At this point, as this blog post suggests you may want to contact your credit card provider (assuming that you paid with your credit card). Have your purchase date and email record ready as the credit card company may ask for those details. I hope you will be able to get your money back.