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Emergency

Refund only as a voucher: is that permissible?

After a withdrawal or in a justified reversal, some retailers try to offer only a voucher instead of money. In many cases, however, you have a claim to repayment in money: a voucher does not have to be accepted.

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Your chances of getting your money back

After a withdrawal, the business must refund the amount paid and in doing so in principle use the same means of payment you used for the payment (§ 357 BGB). A unilaterally imposed voucher usually does not fulfill this claim.
You can insist on repayment in money. Only if you expressly agree to a voucher is that a valid alternative. A voluntary acceptance is your decision.

What you should do now

  1. 1

    1. Check the claim

    Clarify whether a withdrawal or a justified reversal ground exists.

  2. 2

    2. Demand a money refund

    Insist in writing on a refund in money via the original means of payment.

  3. 3

    3. Decline the voucher

    Decline an imposed voucher if you want money.

  4. 4

    4. Enforce

    If the payment fails to appear, demand it by setting a deadline.

How to spot the scam

  • A voucher is presented as the only form of refund.
  • The repayment is not made via the original means of payment.
  • You accept a voucher prematurely although you want money.

Frequently asked questions

Must I accept a voucher instead of money?

Usually not. After a withdrawal you have a claim to repayment in money, in principle via the same means of payment with which you paid (§ 357 BGB). A unilaterally offered voucher does not fulfill this claim; you can insist on money.

Are there exceptions?

If you expressly and voluntarily agree to a voucher, that is a valid alternative. Also with pure goodwill solutions without a statutory refund claim, a voucher can be what the retailer offers. With a genuine withdrawal, however, you retain the claim to money.

How do I enforce the money refund?

Demand the refund in money via the original means of payment in writing and set a deadline. Decline the voucher expressly. If the retailer does not react, you can pursue the claim further; with payment by direct debit or buyer protection, additional routes can help.

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.