How do I request a refund review?
Write to us through the contact page with your checkout email, order ID, the last six VIN characters and a description of the issue.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Use the contact page and include four things: the email you used at checkout, your order ID, the last six characters of the VIN, and a short description of what went wrong. Never email full payment-card details. The policy commits to reviewing the request, not to a particular outcome, and approved refunds are returned through the original payment method.
- Four details identify the order: checkout email, order ID, last six VIN characters, and what happened.
- Card numbers and identity documents must never be emailed, and they are not needed to find your order.
- The wording is refund review, not refund guarantee; eligibility is judged case by case.
What to put in the message
The refund policy asks for the checkout email, the order ID, the VIN ending in its last six characters and a description of the issue. The contact page repeats the same request for order and report help and adds one warning: do not send payment-card details or sensitive identity documents by email.
Your order page already shows most of it. It prints a short order reference taken from the order ID, the delivery email in masked form, and the VIN masked down to its last six characters, which is exactly the fragment the policy asks for. Copy those from the order page rather than retyping the full VIN.
Add the dates and amounts you can see for the charge, plus a sentence on what you expected and what happened. One clear message with those details moves faster than several short ones.
What happens after you send it
The contact page states a typical response target of two business days. That is a response target, not a decision deadline and not a promise about the outcome.
If a refund is approved, the policy states it is returned through the original payment method, and that financial institutions control final posting times. The policy also states that it does not limit non-waivable consumer rights.
Steps
- Open the order page and copy the short order reference.
- Note the masked VIN shown there, ending in six characters.
- Use the same email address you used at checkout.
- Describe the issue in two or three sentences.
- Attach dates and amounts, never a full card number.
- Send one message through the contact page.
What this does not cover
- The policy promises a review of an eligible request, not a refund outcome.
- Once a custom report has been generated and made accessible, purchases are generally final except where law or an eligible delivery or billing issue applies.
- After approval, posting times are controlled by your bank, not by VIN Lookup.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Which issues does the refund policy list as eligible?
Four: being charged more than once for the same order, a report that was not delivered, a report that cannot be opened after reasonable troubleshooting, and a delivered VIN that differs from the confirmed checkout VIN because of our error.
Should I email my card number to prove the charge?
No. The refund policy says never to email full payment-card details, and the contact page also asks you not to send sensitive identity documents. The order reference, checkout email and last six VIN characters are enough to find the order.
Where do I find my order ID?
The order page shows a short reference taken from your order ID. Emails about an order do not link to that page — the report-ready email links to the report and to My Reports, and an incident email links to My Reports — so if you no longer have the checkout link, sign in with the checkout email and open the order from My Reports.