Australian consumer complaint guide
Store credit instead of a refund
Use this general preparation guide when a business has offered store credit when you requested another outcome. 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
- The store-credit offer
- Issue details
- Your original requested outcome
A practical next step
Reply calmly, confirm the outcome you are seeking and ask the business to explain its decision based on the information supplied.
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.