Trouble With an Online Retailer Refund? Here's How to Resolve It

It's barely been a month since we were busy figuring out our personal finances so we could buy holiday gifts for the people we care about. But with the winter gift-giving holidays behind us, you may now realize that one or more of those purchases didn't work out. If that's the case, there are things you can do. According to the Federal Trade Commission (FTC), these are the steps you can take to secure a refund.

Work with the retailer

• Go back and look at the retailer's return/refund policy. While there, make sure you're still within the return deadline. Some stores will not accept returns or exchanges after a specified number of days.
• Follow return instructions to the tee, including any documentation the retailer wants you to include with the return. Keep a copy of everything.
• The retailer's return/refund policy should show how long you'll wait for a replacement or a refund.
• If nothing has happened by the time the stated time expires, reach out to the retailer, preferably by phone.
• If the retailer does not provide a customer service number but does offer a customer service email address, send an email asking about the status of your return. Remind them of your original order number and your payment method (for example, whether you paid via PayPal or with a credit card).
• Send a follow-up email if you don't hear back from the retailer within 24 hours (unless it's a weekend). Again, keep a record of all correspondence.

Sadly, some online retailers will ghost you like a bad date once they know you're not happy with a purchase, and you'll need to take things further.

Escalate the matter

• If you're not getting the response you need via phone, ask to speak with a manager. Be calm but persistent as you seek a remedy. Managers typically have more authority and flexibility when it comes to resolving issues. If you don't get the response you need via email, find out if there is a specific customer complaints department you can reach out to. In any case, continue to send emails.
• Keep notes about each step you take to resolve the problem, including a list of people you speak with, the date you speak with them, and any promises made. If you chat online or send anything to customer service, save a copy of what was written.

Seek outside help

If you are not satisfied with the retailer's response to your concern, you have other options, including:

• Contact your state attorney general. You could also try your state consumer protection office. These government agencies have the power to conduct investigations and take action against retailers who break consumer protection laws.
• Reach out to a national consumer organization like Call for Action. Consumer Action is another option.
• File a report with the Federal Trade Commission (FTC). The FTC works by helping law enforcement discover retailer patterns that could lead to an investigation.

Post an online review

If you can't come to a resolution with the retailer, you're free to post an online review of its business practices thanks to the Consumer Review Fairness Act. This act protects consumers who share their honest opinions in any forum. Even if that money is never returned to your bank account, you may save someone else from the same frustration.

Ideally, we'd get every purchase just right, but it doesn't always work out that way. When a purchase goes wrong, keep in mind the options at your disposal.