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uk Money & financial emergencies

What to do if…
a merchant says a refund was issued but the money has not returned to your account

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Ask the merchant for written confirmation of the refund details and any tracing reference. Check the account or payment method used for the purchase, then contact that bank, card issuer or payment provider and ask it to trace the refund or explain the available dispute process.

Do not do these things

  • Do not give anyone your password, PIN, full card security details or one-time passcode to receive a refund.
  • Do not assume the refund is permanently lost because it does not appear as a separate incoming payment.
  • Do not delete the receipt, refund confirmation, order details or relevant statements.
  • Do not send money or pay a fee to someone claiming they can release the refund.
  • Do not submit repeated refund requests without checking whether one is already being processed.
  • Do not leave the issue unresolved indefinitely, because some payment dispute routes have time limits.

What to do now

  1. Check the account or payment service used for the original purchase. Look at completed and pending transactions and at the original payment, as a refund may appear as a separate credit, reversal or adjustment.

  2. Confirm that you are checking the correct payment method. If you paid through a digital wallet, PayPal, a buy now pay later provider or another intermediary, check that service as well as the linked bank account or card.

  3. If the original card has expired, been replaced or been cancelled, contact the card issuer. Ask whether a refund sent to the old card details can be matched to your current account.

  4. Ask the merchant in writing for:

    • the exact refund amount and currency
    • the date it submitted the refund
    • the payment method or last four card digits used
    • a refund receipt or transaction reference
    • any reference that the card issuer can use to trace the refund

  5. Compare those details with the original transaction. Check the merchant name, amount, currency, order number and payment method for any mismatch.

  6. Contact the bank, card issuer or payment provider through its official app, website or the number on your card. Provide the original transaction details, the merchant’s refund confirmation and any tracing reference, and ask it to search for the refund.

  7. Ask what should happen next if the refund cannot be found. Depending on how you paid and the circumstances, the provider may consider a chargeback, a Section 75 claim or its own payment-dispute process. Ask promptly because eligibility and time limits vary.

  8. Keep a record of each contact, including dates, names, reference numbers and copies of messages. If the provider does not resolve the matter, use its formal complaints process and keep the complaint reference.

  9. If the missing refund means you cannot pay for essentials or meet an imminent bill, contact the relevant bank, lender, landlord, energy supplier or other creditor now. Explain the temporary problem and ask what support or payment arrangement may be available.

What can wait

You do not need to decide now whether to take court action, post publicly about the merchant or stop using it permanently. First obtain the refund details, ask the payment provider to trace the money and preserve the records needed for any complaint or dispute.

Important reassurance

A refund that is not visible has not necessarily disappeared permanently. It may be recorded differently, delayed between payment systems, linked to replaced card details or missing information needed for tracing.

Scope note

This guide covers the immediate steps for locating and escalating a refund that a merchant says it has issued. Later decisions may require help from a consumer adviser, your payment provider or the Financial Ombudsman Service.

Important note

This is general information, not financial or legal advice. Refund handling, chargeback, Section 75 protection and complaint routes depend on the payment method, transaction and provider.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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