How do I request a refund from a merchant?

We understand that purchases don’t always meet expectations. When this happens, oftentimes the fastest way to fix the problem is to request a refund from the merchant directly. If you contacted a merchant about a problem with your purchase and they agreed to issue credit back to you, your money may take 3 to 5 business days to post to your Spending Account or Savings secured account.

If you already tried working with the merchant and weren’t able to fix the problem, you can file a dispute using the mobile app.

Contacting merchants directly

If you purchased merchandise or a service in a retail location, you can usually call the merchant or visit them in person to request a refund.

For online purchases, try doing a web search for the merchant’s name plus “refunds” or “returns.” The merchant’s website may also have a “Contact Us” or “Customer Support” section with instructions for getting help.

If you need to contact a merchant to request a refund but aren’t sure what to say, try using the template below. Just copy and paste the template into your outgoing message to the merchant and replace the [bold sections in brackets] with your own information.

Hello [Merchant or Company Name],

I made a purchase at your location on [MM/DD/YYYY] at [Time]. The receipt total was [$Transaction amount] for a purchase of [Item(s) or services purchased].

I am requesting a refund of [full $ amount or partial $ amount] because [description of problem, such as “the item I purchased is not in working order,” “the service quality was not acceptable,” or “the merchandise I ordered never arrived”].

I have attached copies of [description of receipts, information related to problem with item/service, photos showing item/service issues, etc.] that document why a refund is needed.

Please review my request and the documentation I have provided and let me know if you need any additional information to process this request.

I would like to reiterate that a refund is required to remedy this error.

Thank you,

[Your name]

Tip: If you’re requesting a refund for a subscription or membership service, consider including the following: “I would also like to cancel any future services or purchases related to this transaction.”