What to do when a returned order has arrived but the refund has not

Katerina Galkina · EN · 07/10/2026

Establish the basis and deadline

First identify why the seller accepted the return: statutory distance cancellation, a defect or its voluntary policy. That affects the deadline and amount. A carrier's “delivered” status proves the parcel arrived, but does not show that the retailer correctly matched it to your order.

For a standard online cancellation, GOV.UK specifies a refund within 14 days ↗ of receiving the returned goods. For other grounds, check the applicable rule and the seller's written agreement. Do not assume advertised “processing working days” create a new lawful deadline.

Assemble one clear timeline

Collect the order number, payment date, cancellation notice, return authorisation, posting receipt and delivery tracking. Add the returned-item list and amount due. For a partial return, check discounts, delivery and amounts already credited so the claim does not include money previously refunded.

Check the original card or account, plus PayPal or BNPL where used. A refund can appear as a separate transaction or an adjustment to the original; ask the provider how it displays refunds. If your card was replaced, ask the bank how incoming refunds are handled rather than emailing the retailer full new-card details.

Write to the retailer

Put the timeline, amount and refund request in one message. Attach delivery evidence and ask exactly what information is preventing processing. If the seller says it already refunded you, request the date, amount and available payment reference, then give it to your bank to trace.

Keep replies and case numbers. If the seller alleges an empty parcel or wrong item, request its investigation findings and compare them with packing photographs and the recorded parcel weight. Keep copies before sending your only set of evidence anywhere.

Escalate in time

If no money arrives, approach the card provider. The Financial Ombudsman Service explains chargeback ↗, including promised refunds that never arrive. Deadlines depend on scheme rules and circumstances: establish them promptly rather than waiting indefinitely for the retailer.

For an eligible credit purchase, also ask about Section 75. Do not obtain double recovery: tell the bank if the seller subsequently refunds you. Use the consumer advice service for your UK jurisdiction ↗ for the retailer dispute; an ombudsman complaint concerns the financial firm's handling rather than replacing every claim against a shop.