How to Get a Refund That Was Promised but Never Posted
If a merchant promised a refund that never appeared on your statement, confirm the missing credit against the original purchase, contact the merchant with proof, and if it is not resolved, dispute it with your card issuer in writing within the FCBA's 60-day window.
A promised refund that never posts is easy to lose track of, because nothing on your statement flags it — the original charge is there, but the matching credit never arrives. Reconciling the two is exactly what catches it.
Step by step
Find the original charge
Locate the original purchase on your statement and note the amount, date, and merchant so you can prove what the refund should match.
Confirm no credit ever posted
Scan later statements for a matching credit from the same merchant. If no credit equal to the promised amount appears, the refund is outstanding.
Contact the merchant with proof
Ask the merchant to confirm the refund, referencing the order number and the date they said it was issued. Keep any email or chat confirming the refund was promised.
Dispute with your card issuer if unresolved
If the merchant will not resolve it, treat the un-posted refund as a billing error and dispute it in writing with your card issuer within 60 days of the statement, following the FCBA process.
Key facts
Charges for items you returned or that were not delivered as agreed can be disputed as billing errors under the Fair Credit Billing Act. (U.S. Federal Trade Commission)
If you have a credit balance over $1, the issuer must refund it within seven business days of your written request. (U.S. Federal Trade Commission)
Sources
This guide is general information, not legal or financial advice. Consumer protections vary by situation and by state.