Returns sent, money is missing: What you can demand from the online shop

Clarify first: Withdrawal or voluntary return?

You have ordered online, the goods do not fit and the package is returned. For repayment, it makes a difference whether you exercise a legal right of withdrawal or use a voluntary return offer from the shop. This article deals with the effective withdrawal of an online purchase of goods by a consumer from an entrepreneur. When buying privately or in-store, these rules do not automatically apply.

Consumers generally have a right of withdrawal in the case of distance selling contracts. There are exceptions, for example for custom-made goods or certain unsealed hygiene products. In the case of ordinary purchases of goods, the regular 14-day cancellation period generally begins upon receipt of the goods, but not before proper notice has been given. Special cases such as separate deliveries can change the start.

• Clearly explain to the retailer that you are canceling the contract. No justification is required for this.
• Do not rely on the fact that a return sent without comment will be understood as a revocation.
• Save the declaration, its dispatch and the shop's response.

When does the money have to be returned?

Section 357 BGB generally provides for a maximum period of 14 days for reimbursement. For the retailer, it starts with receipt of the withdrawal. However, when buying consumer goods, he may withhold payment until he has received the goods or you prove that they have been sent. This right of withholding does not exist if he has offered to pick up the goods.

A proof of consignment can therefore be decisive. In addition, keep the shipment number, return label and shipment tracking. The legal rule distinguishes between proof of dispatch and subsequent receipt of goods. A blanket reference to internal processing times does not answer this question.

Do I have to accept a voucher?

In principle, the shop must refund using the same payment method that you used when making the payment. Another solution requires an express agreement and must not incur any costs for you. Anyone who has a legal claim for repayment therefore does not have to be referred to a credit balance for their next purchase simply because of a shop rule.

In principle, the costs of the cheapest standard delivery offered must also be reimbursed. A self-selected express surcharge is not automatically included. The costs of returning goods are another matter: they may lie with the consumer if they have been duly informed and the retailer has not paid for them.

How to prepare the payment request

Put together a brief chronology. Ordering, payment, cancellation and returns are decisive. Write to the merchant what amount you are asking for, which order they are referring to and which supporting documents are attached. Name a specific payment date instead of always opening new support tickets without a clear requirement.

Example: You claim back the purchase price and standard shipping costs and include a cancellation email and proof of delivery. The shop, on the other hand, claims that another item has arrived. In that case, the deadline question alone is not enough. The content of the package and the allocation of the return must also be clarified.

• Order confirmation and payment receipt
• Withdrawal notice with date
• Consignment receipt and shipment tracking
• Full correspondence, including alleged deductions

When is legal assistance worthwhile?

A legal review is particularly useful if the retailer expressly refuses the refund, claims large deductions, or multiple returns are affected. The amount of claim, evidence and costs should be considered together. A small purchase price does not automatically justify a cost-intensive dispute.

If an invoice from a payment service provider is still pending, don't ignore their letter. Report the dispute there too and keep the correspondence. Whether a payment may be suspended must be checked on the basis of the specific contract.