Refund is missing from my app
If your refund isn't showing in your app, it's likely because the merchant hasn't notified us about it in advance. Once we're notified, the refund will appear in your upcoming payments. You can view them at the top of your transactions list.
The merchant can also decide not to claim the funds and the refund won’t be shown as a separate transaction, but the original card payment will be reverted. In this case, your balance will be adjusted, but you won't see a refund separately in the app.
Contact the merchant and ask for some key details, which should help you locate the refund in your transactions list. Some questions you can ask the merchant are:
- If they refunded you or reverted the original transaction. A refund is a new transaction, while a reverted payment will still display as the original transaction in your app
- How the merchant or business name appears for refunds
- How long should it take for the merchant to process your refund or reverted payment
Finding out these details will make it easier for you to search through your transactions for the refund or reverted payment.