Updated 14 May 2026
Retailer refusing refund letter template
Quick answer
Use this after a retailer refuses a missing parcel refund, sends you to the courier, or relies on weak delivery evidence. Keep the letter firm, factual and evidence-led.
When to use this template
Use it after the first complaint has failed. It is designed for a review request, not the first contact.
It works best when you can quote the retailer's refusal and respond to the specific reason they gave.
Free basic template
Subject: Review request - refused parcel refund Hello, Please review your response to my missing parcel complaint for order [ORDER NUMBER]. You have refused the refund because [RETAILER REASON]. I do not accept that this resolves the issue. The parcel has not been delivered to me, and the evidence provided does not show proper delivery. I have attached my timeline and the relevant tracking evidence. Please either refund or replace the order, or provide the specific delivery evidence you rely on. If this is not resolved within 7 working days, I will consider escalation through my payment provider and other appropriate routes. Kind regards, [YOUR NAME]
What to attach
- 1The retailer's refusal message.
- 2Your original complaint.
- 3Tracking, delivery photo or signature evidence.
- 4Your timeline and checks with neighbours or safe places.
- 5Payment proof if you may escalate through your bank.
Keep the wording careful
Do not invent facts or legal claims. Do not state that a route definitely applies unless your facts support it. The strongest refusal response is usually specific, calm and documented.
Frequently asked questions
Should I send a letter before chargeback?
It is often helpful because it shows you tried to resolve the dispute with the retailer first. Your bank may ask for the retailer's refusal and your evidence.
Can I still use this if the retailer says contact the courier?
Yes. The template asks the retailer to review that position and provide the evidence they rely on.
Should I mention court action?
Only if you are genuinely considering it and understand the process. For most users, payment escalation is the more practical next step.