How to Follow Up on a Refund You Were Promised
They said the refund was coming. It's been two weeks. Nothing. You check your bank, check your email, check again — still nothing. Following up on a promised refund shouldn't feel this hard, but companies count on you giving up. Don't. These emails are polite enough to get a response but firm enough to show you're tracking it.
The Professional Follow-Up
RecommendedSubject: Following Up on Refund — [Order/Case Number] Hi [Company Name / Support Team], I'm following up on a refund that was promised to me on [date] for [order number / service / product]. I was told the refund of $[amount] would be processed within [timeframe they gave you], but I have not yet received it. My original payment method was [credit card ending in XXXX / PayPal / etc.]. Could you please confirm the status of this refund and provide a timeline for when I can expect it to appear? If there's any issue holding it up, please let me know and I'll provide whatever information is needed to move it forward. Thank you for your prompt attention to this.
Subject Line
Following Up on Refund — [Order/Case Number]
Alternative Versions
Polite & Patient
politeSubject: Checking In — Refund for [Order Number] Hi there, I just wanted to check in on a refund that was initiated on [date]. I was told it would take [timeframe], and I haven't seen it come through yet. I know these things can take time, so I'm not worried — just want to make sure it's still in progress. My order number is [number] and the refund amount is $[amount]. Any update you can provide would be great. Thanks!
Direct & Firm
directSubject: Refund Not Received — Action Required [Order Number] To whom it may concern, On [date], I was told a refund of $[amount] for order [number] would be processed within [timeframe]. That window has now passed and the refund has not appeared in my account. Please provide a confirmation number for the refund transaction and a firm date by which I can expect it. I have documented all prior communications regarding this matter. I expect a resolution within 3 business days.
Firm — Final Warning
firmSubject: Unresolved Refund — [Order Number] — Escalation Notice Hi, This is my [second/third] follow-up regarding a refund of $[amount] for order [number], originally promised on [date]. Despite multiple attempts to resolve this, the refund has not been issued. I am requesting that this be escalated to a supervisor or manager. If the refund is not processed within 5 business days, I will file a formal dispute with my credit card company and submit a complaint to the appropriate consumer protection agency. Please confirm receipt of this message and provide a timeline for resolution.
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When to Use This
Send this once the promised timeframe has passed — usually 5-10 business days after they said the refund was processed. Include every reference number you have. Being specific makes it harder for them to give you a runaround. Keep the tone professional but make it clear you're tracking this.
What Not to Say
Don't threaten a chargeback in your first follow-up — save that for escalation. Don't send five messages in two days — give them reasonable time to respond. Don't call them scammers or liars even if you're frustrated. And don't accept "it's processing" without asking for a specific date.
Follow-Up Message
If You Need to Follow Up
If they give another vague timeline and it passes: "Subject: Second Follow-Up — Refund Still Not Received [Order/Case Number] Hi, this is my second time following up on refund [order number] that was promised on [original date]. I was told it would take [X] days, but it has now been [Y] days with no refund reflected in my account. Please process this immediately or let me know who else I should contact. If this is not resolved by [date], I will be filing a dispute with my payment provider."