Getting a refund should be simple. Something goes wrong, you ask for your money back, and the company sorts it, but you’ve probably noticed it’s rarely that easy. That’s because many companies rely on subtle tactics to make the process just frustrating enough that you give up.
Here’s exactly what to watch for, and how you can stay in control.
1. Common “runaround” tactics
What you’ll experience:
You get passed from team to team; customer service, billing, complaints, with no one taking ownership.
Why it happens:
The more times you repeat yourself, the more likely you are to give up.
What you should do:
- Ask for a case reference number straight away
- Get a named contact or team
- Keep everything in writing
Don’t get passed around, use Resolver to contact the right department from the start and keep your whole complaint in one place.
2. Deliberate delays
What you’ll experience:
You hear things like “it’s with a specialist team” or “we’re reviewing your case”, sometimes for weeks.
Why it happens:
Delays shift the pressure onto you. The longer it drags on, the easier it is to drop.
What you should do:
- Set a clear deadline: “Please respond within 7 days”
- Follow up consistently
- Escalate when they miss deadlines
Speed things up: Resolver tracks your complaint and helps you escalate quickly if the company drags its feet.
3. Hiding behind terms & conditions
What you’ll hear:
“It’s non-refundable” or “you’re outside the policy window.”
Why it happens:
Companies rely on you assuming their terms are final.
What you need to know:
That’s not the case, your consumer rights often override their policies.
What you should do:
- Reference your rights under the Consumer Rights Act
- Ask them to explain exactly how the rule applies to your case
- Challenge vague or generic refusals
Strengthen your case: Resolver gives you ready-made complaint templates that include your rights, and clearly documents each previous stage of your complaint so you don’t have to argue from scratch.
4. Offering credit instead of cash
What you’ll be offered:
Vouchers, store credit, or a “goodwill gesture” instead of your money back.
Why it happens:
They keep your money and hope you accept the easier option.
What you should do:
- Be clear: “I want a refund to my original payment method”
- Only accept credit if it genuinely works for you
Stick to your claim: Resolver helps you keep your request consistent so it doesn’t get diluted.
5. Making the process complicated
What you’ll face:
Long forms, repeated requests or unnecessary documents.
Why it happens:
The more effort it takes, the fewer people follow through.
What you should do:
- Provide only what’s relevant
- Push back on excessive requests
- Ask: “Is this actually required?”
Keep it simple: Upload your evidence once in Resolver and reuse and refer back to it as your complaint progresses.
6. The “Ghosting” tactic
What you’ll experience:
They stop replying completely.
Why it happens:
If they don’t respond, they don’t have to resolve it.
What you should do:
- Send a formal complaint
- Escalate to an ombudsman or regulator
- Don’t wait around for a reply
Don’t get ignored: Resolver helps you escalate to the right body when a company goes silent.
7. Confusing language
What you’ll read:
“Subject to internal review” or “outcome not guaranteed.”
Why it happens:
Confusion makes you less likely to challenge them.
What you should do:
- Ask for plain English explanations
- Push for a clear yes/no answer
- Get everything confirmed in writing
Stay in control: Resolver keeps a clear timeline of every response so you can spot when you’re not getting straight answers.
8. Wearing you down
What you’ll feel:
Frustration from delays, vague answers, and constant back-and-forth.
Why it happens:
This is the strategy, to make it so exhausting that you eventually give up.
What you should do:
- Stay organised
- Keep records of everything
- Escalate when progress stalls or gets difficult
Keep momentum: Resolver keeps everything organised so you can keep pushing without starting again.
Know your rights
You’re often entitled to more than companies let on:
- Faulty goods → repair, replacement, or refund
- Poor service → refund or compensation
- Cancelled travel → often a full refund (not vouchers)
Use your rights properly: Resolver Rights guides explain what you’re entitled to at every stage.
A simple strategy that works
If you want your refund, keep it simple:
- Say exactly what you want
- Back it up with your rights
- Set a deadline
- Escalate if needed
Take the next step: Start your complaint with Resolver and follow a clear, proven process from start to finish.
Don’t let them win by default
Companies rarely say “no” outright. Instead, they rely on delay, confusion, and frustration. Once you recognise these tactics, you take back control.
Ready to get your money back?
Start your complaint with Resolver, track every step, and escalate when you need to, all in one place.
If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk