Refunds from a merchant
When a merchant refunds a payment, the refund is sent back to the card you paid with.
How long a refund takes depends on the merchant: the money arrives after the merchant processes the refund.
The merchant may give you a reference number (ARN). It confirms the merchant sent the refund. You don't need it to receive the money.
If the refund was in another currency, the amount credited to your card can differ slightly because of the exchange rate on the refund date.
If the refund hasn't arrived
Contact us in the chat with the merchant name, payment date, amount and, if you have it, the ARN. We will check it with our card processing partner.
Disputing a payment
If you paid but didn't receive the goods or service, or were charged incorrectly, first contact the merchant. If that doesn't help, write to us in the chat with:
Full cardholder name
Payment date
Amount and currency (as charged by the merchant)
Merchant name (as shown in your history)
Last 4 digits of the card
What happened, step by step
A dispute usually takes several weeks. We'll update you in the chat.