Reply to the business in writing today, state that the partial refund is not accepted as full settlement, and ask for the remaining balance by a clear deadline. If no action is taken, the company will usually treat the partial refund as the end of the matter and stop engaging. Keep the money unless it was clearly sent in error, but make it clear it is only accepted as part-payment. If the deadline passes, move to the next escalation route based on how the purchase was paid for.
What the problem is
A partial refund issued without agreement is a common UK consumer dispute pattern where a retailer, travel firm, subscription provider, or marketplace seller returns only part of the amount requested and then implies the complaint is resolved. It often shows up after a cancellation request, a return of goods, a service failure, or a price dispute, especially where the customer has asked for a full refund or a specific amount. The issue tends to appear after the business has given a brief or delayed response, or after a “goodwill” message that does not address the full claim.
This affects people who paid by card, bank transfer, PayPal-style services, or finance, and it can also affect those who used gift cards or store credit where the business tries to steer the outcome. It commonly lands at an awkward stage: the customer has already complained, may have provided evidence, and then sees money arrive without any written agreement about what it represents. In UK cases, it often happens just before a promised callback, just after a complaint reference number is issued, or shortly after a returns parcel is received.
Why this happens
Businesses do this for a few predictable reasons. Some systems default to “partial” where an item is marked used, missing packaging, or returned outside an internal window, even if that window is not the key point of the dispute. Some firms split refunds across components (delivery, add-ons, fees) and only process the easiest part first, leaving the rest parked for manual review. Others use partial refunds to reduce the chance of a chargeback or formal complaint, because the customer may feel pressured to accept something rather than keep pushing.
Another driver is internal targets: partial refunds can be authorised quickly by frontline staff, while full refunds require manager approval or a separate team. Where a business believes it can defend the remainder, it may send a smaller amount to test whether the customer will drop the issue. A typical organisational response pattern is that the first reply focuses on policy wording and ignores the specific amount being claimed.
Your UK position
In practical UK terms, a partial refund does not automatically mean the dispute is settled unless there is clear agreement that it is “in full and final settlement”. The most effective leverage is clarity and timing: a written message that the payment is accepted only as part-payment, plus a deadline for the remainder, usually stops the business later arguing that silence meant acceptance. Keeping the conversation on the amount owed, the reason it is owed, and the evidence already provided tends to work better than arguing about tone or “goodwill”.
Payment method also matters. Card payments and some finance arrangements give a separate route to challenge the unresolved balance, and that route often gets faster attention once the business realises it may face a dispute through the payment channel. Where the purchase was for a service (such as travel, events, or digital subscriptions), focusing on what was not delivered or what was cancelled, and what was promised at the point of sale, usually carries more weight than quoting internal policy pages.
Official basis in UK
The most practical official basis for many partial-refund disputes is the card provider’s chargeback process, which is a scheme run through banks and card networks for card purchases where goods or services were not provided as agreed or a refund is incomplete. In practice, the bank will ask for evidence that the business was contacted, what was agreed or requested, what was received, and why the remaining balance is still owed; the bank then raises the dispute with the merchant’s bank. The process is time-sensitive and works best when the claim is framed as “refund not processed in full” or “service not provided as agreed”, supported by a clear timeline and amounts.
Use the bank’s own instructions for starting a chargeback and what evidence to provide, as set out on GOV.UK guidance.
Evidence that matters
Evidence is usually the difference between a quick resolution and weeks of back-and-forth. The aim is to show three things: what was paid, what was supposed to happen, and what actually happened including the partial refund. Collect documents that show the agreed price and terms at the time of purchase, the complaint trail, and the refund transaction itself.
Keep communication calm and factual. Avoid sending long threads where key facts are buried, and avoid editing screenshots in ways that could be challenged. If the business has sent a message implying the matter is closed, keep that message and respond directly to it with the amount outstanding and a deadline.
What to collect
Gather the order confirmation or booking email, the invoice or receipt, and the payment confirmation from the card or bank app. Add the business’s refund message (or lack of one), the refund transaction line showing the partial amount, and any returns tracking or proof of cancellation. If the dispute is about deductions, keep photos showing condition on return and any packing evidence where relevant.
What to avoid
Do not accept store credit or vouchers as a substitute unless that is genuinely acceptable, because it can muddy the remedy being sought. Do not keep changing the amount claimed without explaining why, as it makes the dispute look uncertain. Do not threaten legal action immediately if the next step is actually a payment dispute, because it can slow down the practical route that usually works.
Quick checklist
- Order/booking confirmation showing price and what was included
- Proof of payment and the partial refund transaction line
- Complaint emails or chat logs showing the full amount requested
- Any proof of return, cancellation, or non-delivery
Common mistakes
Three common mistakes are treating the partial refund as “better than nothing” and not replying in writing, sending only screenshots without dates or order references, and disputing the full original amount when the real issue is the remaining balance after the partial refund.
One thing not to do yet is open multiple disputes at once across different channels (for example, a bank dispute and a marketplace claim) without checking whether one route will block the other.
What to do next
Send written reply
Message the business using its official complaints channel (email, webform, or in-app support) and keep a copy. State that the partial refund is accepted only as part-payment, confirm the amount still owed, and give a clear deadline (for example, 7 or 14 days) for the remainder to be refunded. Ask for the reason for the deduction in writing and request a breakdown if they claim fees or “restocking” deductions.
Use official process
If the business has an official complaints process or refund form, use that route rather than ad-hoc social media messages, because it creates a reference and a time-stamped record. Do not recreate or paste any official form fields into emails; use the business’s own form and prepare the information it asks for (order number, dates, amounts, and evidence files). Where the purchase relates to travel, the same approach applies; if the situation is tied to a carrier dragging its feet after paying only part, the decision point is whether it has missed its own promised timeframe, which is covered in Airline refund delayed.
Set escalation point
If there is no satisfactory response by the deadline, escalate based on payment method. For card payments, contact the card provider and ask to raise a chargeback for an incomplete refund, providing the timeline, the amount paid, the partial refund amount, and the outstanding balance. For bank transfers, push the business again in writing and consider whether the bank can help with a payment recall, but expect that recovery is less straightforward than card routes.
Change strategy
If the business keeps repeating policy text without addressing the outstanding balance, switch to a single-page summary: date of purchase, what was promised, what was cancelled/returned/not delivered, what was refunded, and what remains owed. If the business claims the partial refund was “goodwill” while still keeping the rest, ask them to confirm whether they are refusing the remainder and why, because that written refusal is often what a bank or dispute team needs.
Response timing
Most businesses respond to a formal complaint within 14 days, and banks often take several weeks to complete a chargeback investigation depending on the evidence and merchant response. If there is no response from the business within 14 days of the written deadline, escalate by contacting the card provider through its official dispute route (usually in-app, online banking, or by phone) and ask for the chargeback team. One sentence that reflects what is usually seen in UK cases: the dispute is usually resolved once the business realises the payment provider is reviewing the evidence.
Related issues on this site
If the business has refused the remaining balance outright, the situation often shifts from “processing delay” to a clear denial, and the approach changes to documenting the refusal and using the strongest payment route available; that overlaps with Refund refused by company. If the partial refund is linked to a service that renewed or billed again without clear permission, it may be part of a wider billing problem rather than a one-off refund dispute, and the evidence needed will focus more on renewal notices and cancellation attempts.
FAQ and quick checks
Part payment wording
Using part payment wording for a partial refund helps show the money was accepted only against the total owed, not as a settlement. Put it in writing with the outstanding balance and a deadline.
Bank dispute timing
Bank dispute timing for an incomplete refund is usually tighter than people expect, so start the process as soon as the business misses the deadline given. Keep the timeline and amounts consistent.
Store credit pressure
Store credit pressure after a partial refund is common, but vouchers can limit options if the aim is cash back to the original payment method. Ask the business to confirm whether it is refusing a cash refund for the remaining balance.
Deduction breakdown
A deduction breakdown request for a partial refund should ask for a written itemisation of what was kept and why. If they cannot explain it clearly, that weakness often carries through to escalation.
Before you move on
Draft a single, calm message that fixes the record: part-payment accepted, balance owed, deadline, and the next escalation route if ignored. Time pressure can show up when a business suggests the partial refund is only available for a short window or pushes for quick acceptance.
Get help with the next step
Contact UKFixGuide — Share the timeline, the amounts paid and refunded, and the exact wording the business used so the next escalation route can be chosen cleanly.
