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Returned but not refunded guide

What to do when a returned item has not been refunded

Use return tracking, warehouse delivery and the seller’s processing window to follow up on a missing online-purchase refund.

Separate return delivery from refund processing. Tracking may prove that a warehouse received the parcel, but the seller may still need to inspect and approve it before sending the refund.

Steps to take

  1. 1

    Confirm the return was sent using the authorised method.

  2. 2

    Save tracking showing the delivery date and location.

  3. 3

    Check the seller’s stated inspection and refund processing period.

  4. 4

    Ask the seller to confirm approval, amount and refund reference.

  5. 5

    After the stated period, contact the payment provider with the complete return record if necessary.

Common questions

When does the refund timeline begin?

Policies vary. Some sellers count from warehouse receipt, while others count from inspection or approval. Check the written policy and ask for the processed date.

What if the seller says the parcel was empty or damaged?

Provide packing photos, parcel weight, the return receipt and tracking. Ask for the seller’s inspection evidence and use the marketplace appeal route where available.

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Last reviewed October 7, 2026. General information only; refund eligibility and deadlines depend on the seller, payment route and location.