A promised refund has not arrived. What should you gather next?
Start by separating what the company promised from what you expected. A short written record makes the next follow-up easier to review.
Step-by-step checklist
- Confirm the original payment.
Record the amount, transaction date, item or service, and payment method without storing a full card or account number. - Find the refund promise.
Save the email, chat, receipt, cancellation screen, or policy that states the amount and timing. - Check the promised timing.
Note whether the company gave a specific date, number of business days, or only a general estimate. - Send a concise written follow-up.
Use the supported dates, amount, and confirmation number. Ask for the current status and expected completion date. - Record the response and next date.
If the company makes a new promise, add the exact wording and promised date to your case.
Evidence that commonly helps
- Original receipt or order confirmation
- Refund or cancellation confirmation
- Chat or email showing the promised amount and timing
- A redacted transaction record showing the charge and whether a credit appeared
- Reference, ticket, return, or confirmation number
Official consumer guidance
The FTC recommends gathering documents, contacting the business, keeping notes, and explaining the resolution you want. Review the current FTC guidance for solving problems with a business. For a financial product or service, the CFPB complaint system may apply.
Links verified July 29, 2026. Resolve does not decide whether an outside complaint is appropriate and does not submit one for you.