How long should I wait before following up?

Three to five business days is a reasonable window for most online merchants. If the merchant publishes its own response time, use that and mention it in your follow-up.

Should I open a chargeback right away if they ignore me?

Usually it is better to send one follow-up and one final notice first. Card issuers often ask whether you tried to resolve the issue with the merchant, and a dated record of ignored messages answers that question for you.

Is there a deadline for disputing the charge with my bank?

Yes. Card issuers and payment platforms set time limits for disputes, and they vary. Check your issuer’s terms early so the follow-up sequence does not push you past the window.

What happens if the merchant does not respond to my chargeback?

The issuer gives the merchant a deadline to answer the dispute. If the merchant does not respond in time, the dispute is usually decided in your favor and the provisional credit stays on your account.

Can I go to the card issuer if the merchant’s support is completely gone?

Yes. If the website, inbox, and phone line have stopped working, say so in your dispute and attach screenshots of the failed contact attempts with their dates.

Follow-up guide

Merchant not responding to your refund request: follow-up templates

Silence is not an answer.

Updated October 24, 2026 · General information, not legal advice

Key facts

First follow-up: 3 to 5 business days after your request, in the same email thread.
Final notice: A calendar date, usually 5 to 7 days out, and the exact step you will take after it.
US credit card: Written billing-error notice within 60 days of the statement showing the charge. Do not let the waiting use it up.
Silence as evidence: Dated, unanswered messages show your card issuer that you tried the merchant first.

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01
Follow up after 3 to 5 business days
Reply in the same thread so your original request is attached, restate the order details in one line, and ask for a decision by a specific date.
02
Send a final notice through a second channel
If the follow-up is ignored, send a final notice to another contact the merchant lists, such as a billing address, web form, or social support account, and state exactly what you will do after the deadline.
03
Escalate with the full record
When the deadline passes, open a dispute with your card issuer or payment platform. Attach the original request, both follow-ups, and the dates, which together show you gave the merchant a fair chance.

Letter generator

Follow-up email templates for an ignored refund request

Send these in order and in the same email thread when you can. Each one is short, restates the facts, and sets a date, so the next step is never a surprise to the merchant.

01Polite follow-up (day 3 to 5)

Hello, I am following up on my refund request sent on [date] for order [order number], charged on [date] for [amount]. I have not received a reply yet.

The details and supporting documents are in my earlier message below. Could you confirm the refund or let me know what else you need by [date]?

02Second follow-up with a deadline (day 7 to 10)

Hello, this is my second follow-up about the refund for order [order number]. My original request was sent on [date] and followed up on [date].

Please confirm a full refund by [date]. If I do not hear back, I will treat the request as declined and escalate it.

03Final notice before a card dispute

I have contacted you on [date], [date], and [date] about a refund for order [order number] ([amount]) and have not received a response.

This is my final request. If the refund is not confirmed by [date], I will dispute the charge with my card issuer and provide this correspondence as evidence that I tried to resolve it with you first.

04Dispute summary for your bank

I am disputing a charge of [amount] from [merchant] on [date]. [One sentence on the problem: item not received / not as described / canceled subscription].

I requested a refund from the merchant on [date] and followed up on [date] and [date]. The merchant did not respond. Copies of all messages are attached.

I am requesting that this charge be reversed.

Need the letter tailored to your exact timeline, plus an escalation message and a bank dispute summary? Build the full package in the workspace.

How this works

Silence is one of the most common outcomes of a first refund request, and it is not a final answer. The fix is a short, dated sequence: a polite follow-up, a final notice with a clear deadline, and then an escalation to your payment provider with the whole record attached. Each message also becomes evidence that you tried to resolve it directly.

When to send each message

Count from the day you sent the original request. Shorten the gaps if your card dispute deadline is close.

Day 0: the original refund request, with the order details and the outcome you want.
Day 3 to 5: a polite follow-up in the same thread, asking for a decision by a date.
Day 7 to 10: a second follow-up that says you will treat silence as a refusal after the date.
Day 10 to 14: a final notice through a second channel, such as the billing email, a contact form, or social support.
After the final date: a dispute with your card issuer or payment platform, with every message attached.

What if the merchant does not respond to the dispute either?

Once you file a card dispute, the issuer asks the merchant for its side and gives it a deadline to answer. A merchant that misses that deadline usually loses the dispute, and the provisional credit on your account becomes final.

For a US credit card, the issuer must acknowledge your written billing-error notice within 30 days and resolve it within two billing cycles, and no later than 90 days. You do not have to pay the disputed amount while it is under review, but pay the rest of your bill on time.

Keep the dispute reference number and the date you filed.
Answer any request from your issuer quickly. A missed deadline on your side can close the case.
If the merchant contacts you directly during the dispute, reply in writing and tell your issuer.

Before you send, and when to escalate

Before you send

Reply in the original thread so every message carries the full history.
Put the order number and amount in the subject line, for example “Refund request — order 12345 — $84”.
Use calendar dates, not “in a few days”, for every deadline.
Try a second channel for the final notice: billing email, contact form, or social support.
Screenshot everything, including auto-replies and ticket numbers.

Escalate when

Your follow-up and final notice both went unanswered past the deadline you set.
Only auto-replies or ticket numbers come back, with no decision on the refund.
The merchant’s site, support inbox, or phone line has stopped working altogether.

Common questions

How long should I wait before following up?: Three to five business days is a reasonable window for most online merchants. If the merchant publishes its own response time, use that and mention it in your follow-up.
Should I open a chargeback right away if they ignore me?: Usually it is better to send one follow-up and one final notice first. Card issuers often ask whether you tried to resolve the issue with the merchant, and a dated record of ignored messages answers that question for you.
Is there a deadline for disputing the charge with my bank?: Yes. Card issuers and payment platforms set time limits for disputes, and they vary. Check your issuer’s terms early so the follow-up sequence does not push you past the window.
What happens if the merchant does not respond to my chargeback?: The issuer gives the merchant a deadline to answer the dispute. If the merchant does not respond in time, the dispute is usually decided in your favor and the provisional credit stays on your account.
Can I go to the card issuer if the merchant’s support is completely gone?: Yes. If the website, inbox, and phone line have stopped working, say so in your dispute and attach screenshots of the failed contact attempts with their dates.

Sources

Rules change. Check the current official text before relying on a deadline.