Can I get a refund if my report was never delivered?
Non-delivery is named in the refund policy as eligible for review, and a paid order with no usable provider record is handled by email.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Non-delivery is one of the four situations the refund policy names as eligible for review, so ask for one promptly with your checkout email, order reference and the last six VIN characters. If our provider returns no usable vehicle-history record for a paid single order, the email we send says our team will arrange a refund for that order and asks you not to place or pay for another one.
- Non-delivery is explicitly listed as an eligible request, unlike a sparse but delivered report.
- A paid order that cannot be produced triggers an email that confirms the payment and tells you not to pay again.
- On packs the credit comes back as well: a confirmed non-billable failed lookup returns the held credit, and the same incident email still invites you to reply so the team can arrange a refund for the order.
What we send when a report cannot be produced
When a paid job reaches manual review or a failed state, one customer message is queued from a dedicated incident outbox, with a repair scan so a crash cannot lose it and a private support copy when a support address is configured. Both versions confirm that the payment is recorded and say: do not place another order or pay again.
The two messages differ. The manual-review message says the team needs to verify the report and will email an update. The failed message states that the provider returned no usable vehicle-history record, that the report cannot be produced, and that replying to the email will have our team arrange a refund for the order. Both point you to My Reports rather than to the order link — the incident email deliberately carries no order URL, because the order reference is a reference and not an access credential — so sign in with the checkout email to open the order.
Packs behave differently from a single report
On a pack, a credit is held while a report is being prepared and consumed only after the report is delivered. If the provider holds no vehicle-history record for the VIN you assigned, the pack page answers that no report can be produced for it and that your credit is untouched, and the order lists that attempt as 'No provider record — credit returned'.
So on a pack the normal remedy for a non-delivered report is the credit coming back so you can use it on another vehicle — and the incident email is the same one a single-report buyer receives, so replying to it to ask for a refund of the order stays open to you. If the credit does not return, or the whole order never produced anything, use the refund-review route with your order reference.
Steps
- Open the order page and read the current status line.
- Sign in with the checkout email and check My Reports.
- Do not place a second order for the same vehicle.
- Keep the incident email if you received one.
- Send the order reference and last six VIN characters through the contact page.
What this does not cover
- Manual verification deliberately pauses automatic delivery, so a paused order is not necessarily a failed one.
- VIN Lookup does not publish a guaranteed delivery time for a report.
- A refund arranged by email is still processed under the refund policy and returned through the original payment method.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Is manual review the same as a failed report?
No. Manual review says the payment is secure and automatic delivery was paused so we can check the order; the failed state says the provider returned no usable record and the report cannot be produced.
Should I order again while I wait?
No. The order page, the pack page and the incident email all say not to submit another payment or place another order for the same vehicle; the original payment and order are already recorded.
Where can I follow the order while it is being prepared?
On the order page, which refreshes itself as the status changes, and in My Reports once you sign in with the same email address used at checkout.