A promised refund has not arrived
Perhaps an order was cancelled, goods were returned, or the supplier agreed to repay a deposit. The first task is to distinguish what was requested from what the counterparty actually agreed, and to identify the entity responsible. A refund discussion alone does not establish every part of a claim.
Build a short, documented timeline
Record the order and payment dates, what went wrong, when the refund was requested, the supplier’s response, and any agreed amount or payment date. Keep complete messages and original payment records, including attachments. Separate sums already repaid from the remaining amount and currency.
Useful questions include:
- Which company is named on the contract, invoice and bank transfer?
- Was a refund accepted in writing, disputed or made subject to conditions?
- Are goods still with you, with the supplier or in transit?
- Has there been a later settlement, credit note or revised payment arrangement?
- Are there dates connected to a payment provider, platform process or existing proceeding?
Choose the next service around the uncertainty
If the refund basis, responsible party or evidence is unclear, a China Supplier Dispute Assessment is the initial option. Its output identifies the evidence gaps and potential next steps within an agreed scope.
Where the position is sufficiently documented, a Lawyer Demand Letter or Supplier Negotiation may be considered. An agreed but unpaid repayment may also be suitable for a China Debt Recovery enquiry. Suitability depends on the records and practical circumstances; escalation does not guarantee repayment.
What to send first
Email your company and country, the supplier’s name, the amount outstanding, the short timeline and the outcome you want. Mention any urgent deadline and its source. Start without a full set of confidential attachments; any further documents and the channel for sharing them can be agreed after initial checks.
This page describes a way to prepare an enquiry, not advice on entitlement to a refund in a particular transaction. The contract, evidence and applicable process need individual review.