How do I get a refund from a merchant?

Modified on Mon, 01 Aug 2022 at 01:21 PM

You can get a refund from a failed or cancelled transaction, a merchant-issued refund, or a chargeback.

If a transaction fails, the funds will be released in 14 days. This is a rare occurrence, and might happen in the event that an ATM is faulty and malfunctioned when you used your CryptoWallet prepaid card.

A refund can be issued willingly by a merchant, for example if you wish to return goods you’ve purchased or didn’t receive the correct product. This kind of refund will usually take 5 - 14 days.

You can also request a chargeback in the event that a merchant is refusing to issue you a refund that you feel you’re entitled to, or if you can’t unsubscribe from a service that keeps charging you, or if you see an unauthorized transaction on your account. The chargeback process is handled on a case-by-case basis by our support team, and you’ll need to contact them to begin the process and apply for a chargeback. This could take up to 120 days due to and depending on the nature of your dispute.

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