Webshop does not refund money? This is how you enforce your refund!

The problem of online stores not refunding money is not new. Many people who shop online experience this once. You return nicely, but the refund fails to materialize.

Sometimes something goes wrong in the system or administration. But there are also online stores that are deliberately slow to respond, stretching rules or not responding at all.

Whatever the reason, it is important that you act quickly. The longer you wait, the harder it becomes to get your money back. This page tells you what steps you can take.

Do you want a specialist to pick it up for you? Then you can hire us to recover your money from the online store. Here are the benefits:

• 100% No Cure No Pay: you pay us only when we collect
• No subscription and no filing fees
• Fast results thanks to 20 years of experience
• Always view your file through your online portal
• You submit your collection order within 5 minutes

Are you making a purchase from an online store? Then in most cases you have the right to cancel your order within 14 days of receipt. This is called the right of withdrawal. You don't have to give a reason.

If you exercise this right and return the product in time, the online store must refund you the full purchase price. This includes the original shipping costs. This right is there so that you can view the product at home before the purchase is finalized.

Please note that for some products, the right of withdrawal does not apply or applies differently. Think of customization, perishable products or some digital products that you can use immediately. Therefore, always check the return conditions of the online store.

The legal cooling-off period of 14 days is a minimum that online stores must adhere to. A web store may always give you longer to return. If they do so in their terms and conditions, then that longer period is simply valid.

A reliable online store clearly explains how to return. You often register your return online and follow a short step-by-step process.

Does an online store not provide clear return instructions? Then you can use the ACM's model withdrawal form and send it to the seller by e-mail. Also return the product within 14 days. The online store must then refund you within 14 days of your report.

In addition to the right of withdrawal, there are more situations in which you are entitled to your money back.

• Your order is never delivered
• The product breaks down within the warranty period and the online store does not fix it properly
• The product clearly differs from what was promised in the online store, for example, a totally different color or design
• You have been misled, for example by a false seal of approval or inaccurate information on the website

Is it not possible to reach a good solution, such as repair or replacement? Then, as a consumer, you are entitled to a refund of your money.

The Consumer & Market Authority (ACM) monitors the interests of consumers. Also when it comes to webshops that do not play by the rules.

The ACM monitors companies and can intervene if they structurally violate the law, such as by consistently not refunding money after returns.

For serious or repeated violations, the ACM can impose fines or take other measures to force a Web store to comply.

Most online stores handle returns nicely. But there are also parties that do everything they can to avoid refunds or do so as late as possible. Common tactics are:

• Promises without action: you are constantly told you will get your money, but nothing happens.
• Cancellation charges: refunds are made, but charges are deducted that you haven't clearly agreed upon.
• No contact information: there is no phone number, address or functioning contact form on the site, so you won't get a hold of anyone.
• Rules change after the fact: the online store adjusts the return policy after you order, for example by suddenly listing stricter terms and conditions.

Do you encounter one or more of these tactics? If so, don't wait too long and take action.

Have you placed an order with an online store but aren't getting your money back? If so, it's important to first determine what your situation is. After all, you can't always immediately hire a collection agency.

You have exercised your right to a cooling-off period

When making online purchases, consumers usually have a 14-day cooling-off period. Within this period, you can cancel the purchase without giving a reason. This is called a right of withdrawal.

Did you cancel the order on time and return the product? If so, the online store must refund the purchase price.

Is the online store not issuing a refund? If so, follow these steps:

• First, send the online store a written reminder or notice of default.
• Please state in the message that you canceled the purchase in a timely manner.
• Give the online store a final reasonable period of time to issue a refund, such as 14 days.
• Keep proof of your cancellation, return, payment, and correspondence.
• If the online store still hasn't paid after this period, you can take further steps, such as hiring a debt collection agency.
  
  

The online store does not deliver

It can also happen that you’ve paid, but the online store doesn’t deliver your order. Even in that case, you usually can’t get your money back right away.

First, follow these steps:

• Send the online store a written message asking them to fulfill the order.
• Give the online store a reasonable amount of time to fulfill the order, for example, 14 days.
• Clearly state that you will terminate the agreement if delivery is not made.
• If the online store still hasn't delivered after that, you can cancel the contract.
  After canceling the contract, you can demand a refund.

What if the online store doesn't issue a refund? In that case, a debt collection process can be initiated.

When can you turn to Credifin?

We can help you if the online store still hasn't paid after a clear final deadline.

Make sure you can demonstrate that:

• you made the purchase;
• you have paid for the order;
• you canceled the purchase in a timely manner, or the online store failed to deliver;
• you have given the online store a final deadline in writing;
• this deadline has now passed;
• The online store still hasn't issued a refund.

Is that all the case? If so, you can submit your claim to us. We will then assess whether the case is suitable for debt collection.

Has the online store still not paid you after your last written request? If so, please submit your case to us.

You can never prevent problems completely, but you can make the chances smaller.

• Read the terms and conditions. Before you order, check how the online store handles returns, cancellations and refunds.
• Choose reliable online stores. Check out reviews and ratings to see how the online store treats customers.
• Check labels. See if the online store is affiliated with a well-known hallmark, such as Thuiswinkel Waarborg.
• Use secure payment methods. Preferably pay with reliable methods such as iDEAL or Klarna.
• Save all communications. Save confirmations, invoices and emails. This is important evidence if something goes wrong.

We are experienced in recovering money from webshops that fail to pay back or pay back late. Would you like to outsource the entire process, or are you looking for a specialist to support you if you can't manage it yourself? We connect to what you need.

We take a friendly but clear approach to the web store. That way we keep the tone professional and businesslike, and increase the chances of you getting what you're entitled to quickly.

Want us to get to work for you? Then submit your collection order online. This usually takes you no more than a few minutes.