German · Retoure / Zoll
The item went back to the seller but your money has still not arrived: what to say in German
The item has been returned to the seller but the money for it has not arrived yet.
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How it's done. After a return the seller usually refunds the money within fourteen days; keep your Bestellnummer (order number) and the receipt at hand.Prepared by the Movko team, November 2026. This is language help, not legal or medical advice: check the rules with the office itself.
Cheat sheet for your visit
The first phrase is open: tap ▶ to listen, or “Show” to show it to the other person. The rest of the dialogue is in the course in the app.
1
YOU START
Guten Tag. Ich habe vor zwei Wochen ein Paket zurückgeschickt, aber das Geld ist noch nicht da.
GOO-tayn tahk. Eekh KHAH-beh for tsvigh VOH-khayn ighn puh-KET TSOO-ryook-geh-sheekt, AH-buh dahs gelt eest nokh neekht duh.
Good day. Two weeks ago I sent a parcel back, but the money has not arrived yet.
Or say:Guten Tag, ich warte auf die Rückerstattung für eine Retoure.
GOO-tayn tahk, eekh VAHR-teh owf dee RYOO-kehrs-tuh-toong fyoor IGH-neh reh-TOO-reh.
THEY SAY
Haben Sie Ihre Bestellnummer?KHAH-bayn zee EE-reh besh-TEL-noo-muh?
Do you have your order number?
They might also say:
Wie lautet Ihre Bestellnummer?
Vee LOW-tet EE-reh besh-TEL-noo-muh?
What is your order number?
2
YOU REPLY
Ja, ich habe sie hier. Den Einlieferungsbeleg von der Post habe ich auch.
Yah, eekh KHAH-beh zee kheer. Dayn IGHN-lee-feh-roongs-beh-lek fohn dehr post KHAH-beh eekh owkh.
Yes, I have it here. I also have the posting receipt from the post office.
THEY SAY
Danke. Ich sehe, dass das Paket vor drei Tagen bei uns angekommen ist. Das Geld kommt in den nächsten Tagen.DAHN-keh. Eekh ZEH-eh, dahs dahs puh-KET for drigh TAH-gayn bigh oons AHN-geh-koh-mayn eest. Dahs gelt komt een dayn NEKS-tayn TAH-gayn.
Thank you. I see that the parcel arrived with us three days ago. The money will come in the next few days.
3
YOU REPLY
Wie lange dauert das genau?
Vee LAHN-geh DOW-ehrt dahs geh-NOW?
How long does it take exactly?
THEY SAY
Bis zu vierzehn Tage nach Eingang. Sie bekommen eine E-Mail.Bees tsoo FEER-tsayn TAH-geh nahkh IGHN-gahng. Zee beh-KOH-mayn IGH-neh ee-mayl.
Up to fourteen days after receipt. You'll get an e-mail.
4
YOU FINISH
Gut, danke für die Auskunft!
Goot, DAHN-keh fyoor dee OWS-koonft!
Good, thanks for the information!
The course is in the app
This dialogue is part of the course “German for life in Germany”: 416 situations with audio, a pronunciation guide and spaced review.
On the website the first dialogue, the 112 category, the rescue phrases and the “Basics” are fully open.
Words worth knowing
Guten
GOO-tayn
adjective
good (in greetings)
Tag
tahk
noun
day
habe
KHAH-beh
verb
I have
Wochen
VOH-khayn
noun
weeks
Paket
puh-KET
noun
parcel, package
zurückgeschickt
TSOO-ryook-geh-sheekt
verb
sent back
51 more words, with explanations, base forms and tap-a-word help, are in the app.
If you did not understand
Können Sie das bitte wiederholen?
KYOH-nayn zee dahs BEE-teh vee-dehr-KHOH-layn?
Can you repeat that, please?
Können Sie bitte langsamer sprechen?
KYOH-nayn zee BEE-teh LAHNG-zuh-muh SHPREH-khayn?
Can you speak more slowly, please?
Was bedeutet das?
Vahs beh-DOY-tet dahs?
What does this mean?
Similar situations
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