How do I request a refund from a merchant?

We understand that purchases don’t always meet expectations. When this happens, oftentimes the fastest way to fix the problem is to request a refund from the merchant directly. If you contacted a merchant about a problem with your purchase and they agreed to issue credit back to you, your money may take up to 5 business days (excluding weekends and holidays) to post to your Chime Checking Account or Credit Builder secured account.

Cancellations, expirations, reversals are all very similar to refunds, but follow a slightly different process - they occur when a merchant invalidates a pending transaction before it settles, thereby returning those funds to the your available balance. An example of this is when a merchant cancels a merchandise order before it ships due to a product being out of stock. 

You should get your money back within 7 days of the initial authorization.

You will receive an in-app notification banner when pending transactions are expired or canceled by a merchant. The notification will be available for 48 hours or until you dismiss it. 

If you tried working with the merchant and weren’t able to fix the problem, you can file a dispute using the Chime mobile app.

Contacting merchants directly

If you purchased merchandise or a service in a retail location, you can usually call the merchant or visit them in person to request a refund.

For online purchases, try doing a web search for the merchant’s name plus “refunds” or “returns.” The merchant’s website may also have a "Contact Us" or "Customer Support" section with instructions for getting help.

If you need to contact a merchant to request a refund but aren’t sure what to say, try using the template below. Just copy and paste the template into your outgoing message to the merchant and replace the [bold sections in brackets] with your own information.

Hello [Merchant or Company Name],

I made a purchase at your location on [MM/DD/YYYY] at [Time]. The receipt total was [$Transaction amount] for a purchase of [Item(s) or services purchased.]

I am requesting a refund of [full $ amount or partial $ amount] because [description of problem, such as "the item I purchased is not in working order," "the service quality was not acceptable," or "the merchandise I ordered never arrived"].

I have attached copies of [description of receipts, information related to problem with item/service, photos showing item/service issues, etc.] that document why a refund is needed.

Please review my request and the documentation I have provided and let me know if you need any additional information to process this request.

I would like to reiterate that a refund is required to remedy this error.

Thank you,

[Your name]


Tip: If you’re requesting a refund for a subscription or membership service, consider including the following: "I would also like to cancel any future services or purchases related to this transaction."

If you need help, chat with us in the app, or contact us by email at or by phone at (844) 244-6363.

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