How-To
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How to Request a Refund for an Online Order

Ask a merchant to return payment for an eligible purchase.

Quick Answer

Use the merchant's official order history or customer-service process, select the order, explain the reason, and retain confirmation.

Step by Step

  1. Use the merchant, marketplace, carrier, bank, or card issuer's official website/app rather than a link in an unexpected email or text.
  2. Use the merchant's official order history or customer-service process, select the order, explain the reason, and retain confirmation.
  3. Save receipts, order numbers, tracking details, cancellation notices, and relevant communications.
  4. For unresolved billing or delivery problems, follow the official merchant/payment-provider escalation process and observe any applicable deadlines.

If That Doesn't Work

  • Pending authorizations, merchant billing names, refund timing, and dispute rights vary by merchant, financial institution, payment network, and transaction type.
  • Never send passwords, one-time verification codes, full card credentials, or remote computer access to someone who contacts you unexpectedly about an order or payment.