πŸ“ Shoppers / Orders / Order Inquiries, Returns, and Refunds
Order Inquiries, Returns, and Refunds
Learn how Bolt shoppers can return orders and request refunds.

When to Contact Bolt Versus the Merchant

Before you contact the merchant, ensure they are the right person who can help with your order. See the table below to determine whether to contact Bolt and when to reach out to the merchant.

Bolt Merchant
Create a Bolt Shopper account Adjust size, quantity, color or model of item
Update email for Bolt Shopper account Change shipping address
Update the payment method for your Bolt Shopper account Verify shipping address
Change the contact name on a Bolt Shopper account Change recipient name
Change the contact phone on a Bolt Shopper account Add a gift message
Order review for a failed/rejected transaction Add a gift receipt
Unrecognized log-in attempts to Bolt Shopper account Change payment method
Delete Bolt Shopper account Cancel an order
Chargeback disputes Questions about items you ordered
Unable to receive SMS code Order Tracking Information
Bolt Shopper account recovery Shipping ETA
Order confirmation
Order exchange
Item returns
Adding a coupon/promotional code to your order
Coupon/promotional code not working
Missed deadline date of coupon/promotional code
Item/model out of stock
Questions about other items in stock
Product specifications
Errors with merchant’s website
Order arrived damaged
Order never arrived when delivery was confirmed
Received the wrong item
Item missing from order
Order arrived too late
Order shipped to incorrect address
Order invoices

How to Contact a Merchant

For inquiries regarding orders, order confirmation, change of shipping address, changing an amount, exchanging items, tracking information or to return items, contact the merchant directly. Contact information is available on the merchant’s store, in the receipt you received via email, and in the order details page.

A merchant’s store should also include their policies, which might help answer your questions.

What to Expect

The merchant will work with you and take the appropriate action to ensure your satisfaction as a customer.

Whether the merchant will issue a refund or not depends on their store policies. Common merchant actions include the following:

  • Provide product information before you purchase to ensure your satisfaction, such as offering sizing guidance or additional details not available in the product listing
  • If the order has not yet shipped, update order information or cancel the order
  • Resolve issues with your order such as lost packages or defective/damaged goods
  • Provide information about how to return an item and whether exchange or refund options are available

FAQs

Orders


Why did my order fail authorization?

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Why was my order rejected?

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Payments & Charges


Why can't I receive my refund to my original payment method?

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Why haven't I received my refund yet?

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How do I report fraudulent use of my card?

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Why is my account showing a pending charge if the order was rejected?

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