Australian consumer complaint guide
Refund refused in Australia
Use this general preparation guide when a business has refused the refund you requested. It helps you organise the issue before deciding what to do next.
Start with a clear written record
Write down what was purchased, when it was purchased, what went wrong, when you first contacted the business and the outcome you asked for. Keep statements factual and avoid adding details you cannot verify.
Evidence to organise
- Proof of purchase
- A clear description of the issue
- The refund request and business reply
- Photos or screenshots where relevant
A practical next step
Ask for the decision and reason in writing, restate the outcome you want and attach the most relevant supporting records.
If the issue remains unresolved
You could consider the relevant state or territory consumer affairs or fair trading body. For official general information, review the ACCC guidance on contacting a business. If a card payment dispute might apply, consider organising chargeback evidence before contacting the payment provider.
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ClaimBack AI helps you organise evidence, prepare complaint messages and understand common escalation options. It does not provide legal advice, does not act as a lawyer and does not guarantee any outcome.