Refund processing time

We’ll submit any refund you make to your customer’s bank immediately. However, it may take anywhere up to ten business days for your customers bank to process the refund and for the funds to be returned to the account.

In some cases - usually where a refund has been issues in quick succession after the original charge - the refund request may go through in the form of a reversal. In this case, the original payment will simply ‘drop off’ the customers statement, rather than an additional line item appearing.

If your customer has not seen the original charge being reversed or refunded after ten days, we’d recommend asking them to contact their bank directly to ensure that this is resolved.

Should the refund fail to be processed by the bank we will receive a notification and will return the funds to your bank automatically. This process can take up to thirty days, but we will update the relevant charge details and provide a webhook should this occur. You can read more about the failed refunds process here

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