Problems getting a refund? How to get your money back

5 min read
September 14, 2020

If you’ve had a problem with a holiday company recently, or you’ve ordered goods from a shop online but they’ve not turned up, then chances are you’ve picked up a few tips on how to get your money back. 

Refunds are one of the top issues Resolver users have been complaining about since Covid-19 kicked in – and not just simply asking for one. Despite refunds for cancelled flights and packaged holidays being enshrined in law – and a legal right to cancel goods bought online within 14 days for refunds too – many firms have flouted the rules leaving consumers out of pocket. 

This has meant thousands of people have had to fall back on the ‘nuclear option’: getting your bank or credit card provider to recall your money’. Because the difficulties of others getting a refund have been well-documented, some consumers are even defaulting to this, which as we have said can cause problems in getting your claims through your bank or credit card provider accepted.

But what is chargeback? Or what’s that additional claim on your credit card that you can make too?

If you’re already looking for a way to get a refund, and the company isn’t playing ball, use our tool below to find out what options you may have depending on how you paid for your product or service.

For more on your options before you buy our additional guide below will help.

Find out how you can get that hard-to-reach refund


Did you pay for your goods/services with

What are the routes to a refund?

Below we explain what routes you may have to obtain a refund should you have no joy from the company or provider that you bought from. It’s important to be aware that you will often – particularly now – have to provide some evidence that you have tried to get your money back directly first.

What about if I have transferred money with online, branch or phone banking?

The money goes to the receiving account more or less instantly. This kind of payment is a direct transfer so if there is a dispute with another party then it’s trickier to get your cash back.

Recently the rules changed to make banks check that the names match the account details. This was because of the ‘fat finger fail’, where people typed in the wrong number but struggled to recall the cash. Always triple check before pressing send and if you think you’ve been defrauded and tricked into transferring money, call your bank and ask them to recall the money urgently. 

What about cash, cheques and money transfer services?

If you pay by cash, or use an international transfer service like Western Union, the money is not ‘recallable’ if something goes wrong. So be wary if you are asked to use these methods of payment. The same goes with cheques – be cautious as there are ways to fiddle the system. Of course, paying by cash (if the shop allows you to)  on the high street is fine and you can still get a refund under the law if your product is faulty, or through the shop’s own terms if they have a refund policy and you change your mind. Just keep your receipt. 

If you’re having a problem with a payment service, we can help. Use Resolver to raise your case if you’re unsure how to proceed with your refund claim.

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