A merchant may announce that a refund has been "processed" even though the credit is not yet visible in your account. To avoid following up too early — or too late — you must distinguish between three things: the decision to refund, the issuance of the refund, and the actual receipt verified.
The first benchmark: why is the refund due?
The applicable timeframe depends on the context. For a valid withdrawal after a distance purchase, the Ministry of the Economy reminds consumers that they generally have at least 14 days to withdraw and that, when a refund is due as a result of this withdrawal, the professional must refund the relevant sums no later than 14 days from the date they are informed of the decision to withdraw, subject to applicable rules and exceptions.
Confirmed: this benchmark concerns withdrawal when it applies. It should not be used automatically for every commercial refund, goodwill gesture, cancellation, or dispute.
The 6 elements to check
- Date of the request or event: return, cancellation, withdrawal, or merchant agreement.
- Expected amount: total, potential fees, and any partial refund.
- Payment method used for the purchase.
- Proof of the announced refund: email, customer portal, receipt, or reference.
- Account actually credited: check the correct account and the correct card.
- Date of last verification: an email from the merchant is not proof that the money has already arrived.
How to interpret your situation?
Confirmed: the corresponding credit is visible in the relevant account or statement.
Probable: the merchant provides a consistent confirmation, but the credit is not yet visible.
To be verified: the amount, date, payment method, or reference do not correspond sufficiently to draw a conclusion.
When should you follow up?
Start by identifying the basis for the refund and the applicable deadline. If the announced or relevant legal timeframe has passed, prepare a follow-up including the order number, amount, date of return or cancellation, and the merchant's confirmation. Avoid relying solely on a "refunded" status in a customer portal.
Useful proof to keep
Keep the order confirmation, proof of return where applicable, the message announcing the refund, and the record of the final credit. This timeline helps distinguish a promised refund from an actual result obtained.
Official source: Ministry of the Economy — Distance selling: right of withdrawal.
Last AfterSentry review: 10/02/2026.