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How to chase a refund

4 min read

Ask the seller first, in writing, and give them a date to refund you by. If they don't, your card provider may be able to help. Or send your simp to ring them and come back with a refund date and a reference.

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What you can do yourself.

Every seller works differently, so treat these as what usually works rather than what always does.

  1. Step 1Gather the details

    Find the order number, the date you paid, how you paid, and any emails about the return or the refund.

  2. Step 2Ask in writing first

    Email or write to the seller. Say what you're owed and why, give them a date to refund you by, and keep a copy.

  3. Step 3Check the returns policy

    Read the seller's returns or refund policy, and quote the part that applies when you ask.

  4. Step 4Call for a date

    If your email goes unanswered, call. Ask when the refund will reach you, get a reference, and note who you spoke to.

  5. Step 5Ask your card issuer

    If the seller won't refund you, ask your card issuer or bank whether you can dispute the charge.

  6. Step 6Check it arrives

    Refunds can take a few working days to show. If it hasn't arrived by the date you were given, chase again with your reference.

The catch: a seller that goes quiet over email is often quicker on the phone, but getting through and pinning down a date takes time.

How a simp does it.

Alex had sent a jacket back and was still waiting for the money. Alfie called, got the refund processed, and came back with a date and a reference.

AlfieAlfie - Chase a refundOutgoing - AI number - 0:44
Example call
  1. 00:03 - RetailerThanks for calling customer service, how can I help?
  2. 00:06 - AlfieHi, I'm Alfie, calling for Alex. Alex sent a jacket back three weeks ago and the refund hasn't arrived. The order number is 58213.
  3. 00:18 - RetailerI can see the return reached us on the 2nd. The refund wasn't processed.
  4. 00:24 - AlfieCould you process it now, and tell me when it will reach Alex's card?
  5. 00:31 - RetailerDone. It should show within five working days. The reference is RF2290.
  6. 00:38 - AlfieThank you. Please email that to the address on the order.

Refund processed. Due within 5 working days, reference RF2290.

Tell it what you're owed. It gets a date.

Tell your simp the order, what you're owed and what you've already tried. It calls the seller from its own number, asks for the refund, and comes back with a date and a reference.

What it can't doIt won't accept a voucher, store credit or a part refund unless you've said yes. You can mark any detail as sensitive, and your simp asks you every time before using it. It never gives out your passwords, PINs or security answers.What your simp is allowed to do
Good to know

If they need you, you take over.

Some sellers will only discuss a refund with the account holder, or ask security questions first. Then you tap Take over in the Simp app and take it from there.

  1. Step 1Your simp makes the callIt asks for the refund and a date it will arrive.
  2. Step 2They need the account holderOr they ask security questions your simp never answers.
  3. Step 3You tap Take overYou pick up and finish it yourself.

Questions about chasing a refund.

Can my simp get my refund for me?

It can ask for it, chase it and come back with a date and a reference. Whether the money is paid is up to the seller, or your card provider if it comes to that.

What your simp is allowed to do
What if they offer a voucher instead?

Your simp asks you first. It won't accept a voucher, store credit or a part refund unless you've said yes to it.

What your simp is allowed to do
What if they ask for security details?

You tap Take over in the Simp app and answer them yourself. It never gives out your passwords, PINs or security answers.

What your simp is allowed to do
Does it use my AI minutes?

Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.

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Let your simp chase it.

Every plan comes with a simp that makes the call and comes back with a date and a reference.

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