The first thing to understand is that most sellers don't go quiet out of malice. Refund requests sit in a shared inbox alongside everything else, and a request without a clear deadline or escalation path is easy to deprioritize. Once you've sent two follow-ups with no response, it's time to change tactics rather than send a third.
Start by re-sending your original request, but this time reference your order number, the date of your first message, and cite the specific policy or protection your claim falls under — a platform's buyer protection terms, a card network's dispute rules, or consumer protection law in your region. Vague requests get vague responses; specific requests get processed faster because they're easier to action.
If that doesn't get a response within 48–72 hours, escalate through a different channel than the one you've been using. If you've been emailing, try the platform's official dispute or resolution center if one exists. Many marketplaces will step in once a formal dispute is opened, even if the seller themselves stays silent.
Keep a simple log as you go: dates, what you sent, and any reference numbers you receive. This becomes useful almost immediately if your case needs to escalate further, since a documented timeline is exactly what mediators and card issuers look for when deciding a dispute.
If the seller is unreachable entirely — no storefront response, no working support email — your fastest path is usually a chargeback through your card issuer, provided you paid by card. This is where having your documentation organized in advance saves real time, since issuers rule on the paperwork submitted, not the full story.
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Maya Sorensen
June 18
This is exactly what happened with an order I made last month. Citing the buyer protection policy directly got a response within a day after two weeks of silence.