When a return has already been sent, the problem is no longer just "am I entitled to a refund?". You need to know what was sent, when, with what proof, when the merchant received it, and what refund was expected.
Build a timeline with 5 dates
- Date of purchase.
- Date of the return or withdrawal request.
- Date the return was shipped.
- Date of receipt or processing indicated by the tracking.
- Date the refund was promised or expected.
The most useful proofs
- order confirmation and amount paid;
- message or return form;
- shipping label and proof of drop-off;
- return package tracking;
- proof of receipt if available;
- email announcing the refund;
- record of the credit actually received.
Do not confuse store policy with legal rights
A merchant may offer a return policy that is more generous than the legal minimum. Conversely, some purchases may be excluded from the right of withdrawal. For a distance purchase covered by the right of withdrawal, the Ministry of Economy indicates a legal period of at least 14 days to withdraw and specifies the applicable refund rules. Therefore, first verify the basis for your return.
What status should be given to the file?
Confirmed: both the return and the final refund have been verified.
Probable: the return is tracked and the merchant has announced a refund, but the money has not yet been received.
To be checked: proof of shipment, receipt, amount, or applicable rule is missing.
How to follow up properly
A useful follow-up contains the order number, return date, proof of shipment or receipt, the expected amount, and the specific request. Do not claim that a legal deadline has been exceeded before verifying that this deadline actually applies to your situation.
Official source: Ministry of Economy — Distance selling: right of withdrawal.
Last AfterSentry review: 10/02/2026.