A refusal of a refund can stem from a disagreement over the facts, the applicable terms and conditions, or simply an incomplete file. Before sending multiple messages, the goal is to build a clear and verifiable timeline.
Start by identifying the exact reason for the refusal
- is the merchant disputing your right to a refund?
- do they consider the deadline to have passed?
- are they still waiting for the product return?
- do they claim to have already issued the refund?
- is a proof or order reference missing?
Do not treat these situations the same way: your next step depends on the actual reason.
Prepare a minimal but complete file
- order number;
- date of purchase;
- amount involved;
- proof of payment;
- proof of return or cancellation, if applicable;
- correspondence with the merchant;
- reason for the refusal;
- what exactly you are requesting.
File a written complaint
The DGCCRF recommends first attempting to resolve the dispute directly with the professional. When initial exchanges are not enough, formalizing your request in writing provides proof of your efforts. This proof may become necessary if you later need to resort to a consumer mediator.
Confirmed: a prior written complaint is a central requirement before any potential consumer mediation.
If the dispute persists
According to the DGCCRF, you can notably use SignalConso to attempt an amicable resolution. If the situation remains unresolved and the conditions are met, you can then refer the matter to the consumer mediator designated by the professional. Their contact information should be available on the professional's website or in their contractual documents.
Mediation is free for the consumer. The request must, among other things, be made after a prior written complaint and within the applicable deadlines.
Avoid turning a hypothesis into a certainty
A merchant's refusal does not automatically mean they are in the wrong; conversely, a refusal is not enough to prove your claim is unfounded. Keep your evidence and verify the rules applicable to your situation before drawing conclusions.
Official sources: DGCCRF — How to resolve a consumer dispute? and Consumer mediation — Your rights.
Last AfterSentry review: 10/02/2026.