How does a payment work?
When you make a payment, the merchant sends an authorisation request. The amount is immediately debited from your account, and a clock icon appears next to the transaction.
The clock remains visible until we receive confirmation from the merchant, which usually happens within a few hours.
Why haven’t I been refunded after the merchant cancelled the payment?
When a merchant cancels a payment, they must revoke the authorisation request. This sends a message to our platform, and your account is credited immediately.
However, some merchants do not always revoke the authorisation request. In such cases, the amount will be automatically credited back to your account within 8 to 30 days, once the authorisation request expires.
For a faster refund, ask the merchant to cancel the authorisation request directly.
The merchant confirmed the payment, but do they still need to refund me?
If the merchant confirms the payment, they must cancel the transaction and process the refund directly through their payment terminal. Refunds typically take 2 to 3 business days to appear in your account.
After 30 days, the authorisation request automatically expires, and the amount is credited back to your account.