Document what was ordered, what arrived, and the remedy you requested. Start with written merchant contact and preserve a copy of what you send.
Step-by-step
Capture the original listing.
Record the exact date, source and supporting file. Keep confirmed facts separate from assumptions or conclusions.
Save the order confirmation.
Record the exact date, source and supporting file. Keep confirmed facts separate from assumptions or conclusions.
Photograph labels and packaging.
Record the exact date, source and supporting file. Keep confirmed facts separate from assumptions or conclusions.
Ask for the correct item or a refund.
Record the exact date, source and supporting file. Keep confirmed facts separate from assumptions or conclusions.
Evidence worth collecting
Use the smallest set of documents that proves the transaction, the problem and what happened after you contacted the merchant.
What to put in your written request
Merchant, product or service, amount, currency, transaction date and any order or account reference.
Use one or two factual sentences. Avoid calling a known merchant charge “unauthorized” unless that is actually true.
List when you contacted the merchant, through which channel, and the response or lack of response.
State the exact refund amount or other resolution and ask for written confirmation.
A sensible escalation sequence
Use the merchant's published support or refund route and keep the ticket or email.
Restate the transaction, prior contact and requested outcome without changing your factual explanation.
When appropriate, ask the card issuer or payment platform about its dispute process and deadlines. Seek qualified advice for high-value or legal matters.
Common mistakes
Frequently asked questions
How much evidence should I send?
Enough to verify the transaction, the specific problem, your contact with the merchant and the resolution requested. Remove duplicates and redact unrelated sensitive data.
Should I contact my bank immediately?
For ordinary refund or service problems, the merchant is usually the first practical step. For suspected fraud, a stolen card or an urgent account-security issue, contact the card issuer promptly and follow its instructions.
Does a clear packet guarantee a refund?
No. It can make the facts easier to review, but the decision belongs to the merchant, payment provider, card issuer or other reviewing organization.
Refundora organizes the facts and evidence you confirm. It does not guarantee a refund, submit a chargeback, contact the merchant for you, or provide legal advice.