REFUNDS AND ONLINE PURCHASES
How to prepare a clear dossier for a refund request
When receipts, screenshots and conversations are scattered across a phone and an inbox, even a simple request becomes difficult to explain. A chronological dossier lets the recipient understand what happened and which documents support each step.
1. Collect before you select
Keep the receipt or order confirmation, proof of payment, tracking information, photographs of the product or parcel, and every relevant exchange with the seller. Do not rename or alter the source files: names and metadata can help reconstruct the sequence.
You do not need to decide which item is decisive at this stage. Collect the available material and remove only obvious duplicates or files unrelated to the case.
- Order confirmation and receipt
- Proof of payment
- Tracking or delivery evidence
- Chats, emails and earlier requests
2. Build a verifiable timeline
Sort the events by date: purchase, payment, expected delivery, problem discovered, customer support contacts and final request. For each step, identify the file that supports it and openly flag uncertain dates.
A useful timeline does not need to be long. It should let the reader connect each statement to a specific document and avoid emotional reconstruction or information that cannot be checked.
3. State a concrete outcome
Finish by specifying the outcome requested: full refund, replacement, new delivery or written response. Include the amount, order number and a correct contact detail. A dossier organises facts; it does not determine your legal rights or replace professional advice.
Before sending, confirm that files are legible, remove unnecessary personal data from the shared copy where appropriate, and address the request to the correct recipient. Keep an exact copy of everything you send.
Quick check before sending
- Correct order number and amount
- Dates confirmed or clearly flagged
- A document linked to every main event
- An explicit requested outcome
- Relevant and legible attachments
Common questions
Should I include every message?＋
No. Include the messages needed to establish the main steps and keep the complete conversation separately.
Can I edit screenshots?＋
Keep the originals. If you redact unrelated personal data, retain an intact copy and indicate that the shared version was redacted.